Experity

Role Description Own and manage a portfolio of accounts across multiple customer segments, ensuring high levels of customer engagement and satisfaction. - Serve as the primary point of contact for clients, developing strong, long-term relationships and driving adoption of our products and services. - Utilize a mix of high-touch (strategic, complex accounts) and low-touch (scaled, digital-first engagement) approaches to maximize efficiency and customer impact. - Conduct regular business reviews with key accounts to assess financial performance and workflow efficiencies within urgent care centers. - Act as the voice of the customer, gathering insights and feedback to drive continuous improvements in our products, services, and processes. - Drive revenue retention by proactively identifying and mitigating churn risks while ensuring renewal success. - Collaborate with Sales, Product, and Marketing teams to align on expansion strategies and effectively communicate the value of additional offerings. - Support contract renewals, pricing discussions, and negotiations to ensure continued partnership. - Act as a customer advocate internally, partnering with Product, Support, and Marketing teams to influence roadmap decisions based on customer feedback. - Educate and empower customers by providing training, best practices, and thought leadership on industry trends. - Represent the company externally, reinforcing our brand, values, and mission through customer interactions, case studies, and speaking engagements. - Leverage data insights and analytics to monitor customer health, engagement levels, and adoption trends. - Utilize customer success playbooks to streamline engagement strategies for different account types. - Utilize CRM and Customer Success platforms to track interactions, automate processes, and measure success. - Other duties as assigned. Qualifications - Bachelor’s degree or equivalent combination of education and experience. - Three years of experience in Client Success, Account Management, or a related role, preferably in SaaS or health technology-driven industries. - Proven ability to manage both high-touch and low-touch customer relationships effectively. - Strong business acumen and ability to drive value realization and revenue growth. - Excellent communication, negotiation, and presentation skills with the ability to engage stakeholders at all levels. - Experience managing renewals, expansions, and churn mitigation within a portfolio. - Data-driven mindset with the ability to analyze customer behavior and drive insights. - Strong problem-solving skills and ability to thrive in a fast-paced, dynamic environment. - Familiarity with CRM tools (Salesforce, Gainsight, etc.) and Customer Success Platforms is a plus. Requirements - Ability to travel. Benefits - Comprehensive coverage starts first day of employment and includes Medical, Dental/Orthodontia, and Vision. - All Team Members are eligible for synthetic ownership in Experity upon one year of employment with real financial rewards when the company is successful! - This robust program includes counseling, legal resolution, financial education, pet adoption assistance, identity theft and fraud resolution, and so much more. - Experity is committed to helping team members face the demands of juggling work, family and life-related issues by offering flexible work scheduling to manage your work-life balance. - Experity offers a generous PTO plan and increases with milestones to ensure our Team Members have time to recharge, relax, and spend time with loved ones. - Experity maintains a learning program foundation for the company that allows Team Members to explore their potential and achieve their career goals. - We bring our Team Members together when we can to strengthen the team, build relationships, and have fun! We even have a family company picnic and a holiday party. - Competitive pay, quarterly bonuses and a 401(k) retirement plan with an employer match to help you save for your future and ensure that you can retire with financial security. Compensation Budgeted between $66,900 and $90,000 dependent upon applicable experience. Remote Experity offers Team Members the opportunity to work remotely or in an office. Company Description Experity is a mission-driven team transforming on-demand healthcare across the U.S., empowering urgent care clinics with industry-leading software that makes care faster, easier, and more patient-focused. Joining us means doing meaningful work that directly improves the healthcare experience for millions—from helping families access care quickly to ensuring clinics run smoothly behind the scenes. If you want to make a real impact alongside innovative, dedicated teammates while contributing to a trusted platform that’s becoming the operating system for on-demand care, Experity is the place to grow your career.

• Provide day-to-day management to a team of OnePACS Technical Account Managers (TAM) and Application Analysts (AA). • Define key success criteria for technical client health by working with OnePACS TAMs, Application Analysts, Operations, and Development teams to create measurable health scores. • Drive team development, including hiring, onboarding, career development, and performance management. • Lead, coach, and empower the TAM and AA teams to succeed in their roles and adopt best practices. • Assist the team in identifying technical inefficiencies for our clients and provide recommendations to enhance their use of our products. • Communicate and collaborate effectively with other functional leaders by solving business challenges together, identifying growth opportunities, and collaborating to drive efficiency and effectiveness across the organization, while focusing on support. • Maintain and own the technical relationship with the client leadership team for Experity’s clients. • Meet with the client’s structured professionals, such as COO, CFO, and CEO, regularly and build relationships at multiple levels. • Communication cadence to include attending Client Success Management's monthly business review meetings with the client’s management team and executive business reviews with the client’s structured professionals. • Serve as a top-line escalation point for incidents or escalations raised by managed accounts. • Partner with the wider Customer Success organization to identify, monitor, and report on trends. • Managing technical relationships with customer stakeholders. • Participating in QBRs/EBRs and customer reviews Driving account health plans and risk mitigation. • Supporting renewals and growth opportunities with SAE/CSM. • Acting as the primary technical escalation point. • Monitoring adoption, utilization, and customer outcomes. • Other duties as assigned.

• Manages all sales activities for assigned accounts to achieve/exceed bookings and margin goals. • Drives new business revenue aggressively while ensuring strong profitability. • Effectively partners with Client Success and Solutions Partners to collaborate and close business. • Provides timely and accurate forecasts of sales volume on a weekly and monthly basis. • Assists in the development of the strategic plan and annual budget by providing projections on sales and future outlook. • Prepares timely sales reports, market assessment reports, program updates, account strategy plan, and weekly reports; maintaining accurate and timely activities and notes within Salesforce. • Keeps senior management advised in a timely fashion of market trends, account problems, and business risks and opportunities which could have a material impact on the company’s performance. • Provides recommendation for improving sales process and procedures. • Conducts bi-weekly POD meetings with members of their team, Sales Support staff and Solutions Experts to ensure alignment with monthly, quarterly and annual goals. • May assist with team calls or standup meetings. • Leverages industry events, networking opportunities, associations, and tradeshows to build relationships and sell Experity’s complete portfolio of products. • Leverages social selling techniques. • Other duties as assigned.

• Provide high-quality diagnostic X-ray overreads for Urgent Care Centers and Primary Care Offices across all 50 states • Work as part-time or full-time independent contractor

• Provide technical guidance across multiple teams and initiatives. • Influence architectural decisions through collaboration, design reviews, and technical coaching. • Partner with Architecture to establish and evolve technical standards, patterns, and reference implementations. • Help teams navigate complex technical tradeoffs involving scalability, reliability, maintainability, security, and performance. • Facilitate technical alignment across teams without becoming a delivery bottleneck. • Lead adoption of AI-assisted engineering practices and workflows. • Evaluate emerging AI development tools and identify opportunities to improve productivity and quality. • Establish best practices for responsible AI-assisted development. • Help engineering teams leverage AI capabilities while maintaining security, compliance, quality, and maintainability standards. • Drive experimentation and learning around agentic workflows and AI-enabled software delivery. • Identify opportunities to reduce technical debt and improve platform sustainability. • Contribute to modernization initiatives across legacy and modern technology stacks. • Improve architectural consistency through reusable patterns and shared services. • Partner with platform and infrastructure teams to improve developer experience and operational effectiveness. • Promote scalable, cloud-native design principles and modern engineering practices. • Champion software craftsmanship, code quality, automated testing, observability, and operational excellence. • Participate in architecture reviews, technical design sessions, and solution evaluations. • Drive continuous improvement through metrics, feedback, and engineering best practices. • Help teams improve delivery speed without sacrificing quality. • Mentor senior engineers and technical leads. • Help engineers grow their technical depth, decision-making capabilities, and business understanding. • Share knowledge through design reviews, technical presentations, documentation, and coaching. • Partner with Product, Delivery, QA, Architecture, Security, and DevOps teams. • Translate business objectives into technical strategies and actionable plans. • Help identify technical risks early and drive mitigation strategies. • Support strategic initiatives that span multiple teams or domains.

• Facilitate client calls related to contracting and payer enrollments. • Run and analyze client KPI's, providing regular reports. • Research and interpret payer enrollment requirements under guidance, including basic state or payer-specific rules. • Prepare and submit payer enrollment applications and follow up to ensure completion. • Build approved payers in the enrollment software. • Create and assign contract analyst workflows upon receipt of payer contracts to review. • Manage client health throughout the full contracting and payer enrollment process. • Review and analyze client contracting and payer enrollment data within the enrollment software platform. • Ensure timely processing of location additions, demographic updates, and revalidations. • Conduct payer research to determine enrollment requirements, contract effective dates, and contract types. • Other duties as assigned.

• Oversee the day-to-day operations of the department. • Train, develop, and mentor team members by assessing needs, addressing performance and behavior strengths/weaknesses through timely use of coaching feedback, performance appraisals, and corrective action plans. • Accurately track team attendance, work schedules, payroll, quality assurance of work, and recording of productivity. • Participate in interviewing and hiring new team members. • Prepare statistical reports (KPI) for areas of responsibility. • Create, maintain, review, and enforce standardized operating procedures with team members. • Ability to prepare, complete, review, and interpret performance reports. • Foster and maintain positive, effective communication with payer representatives and internal teams. • Anticipate and resolve issues related to payer enrollments, payer networks, reimbursement trends, and claims issues. • Plan, evaluate, and improve the efficiency of business processes and procedures to enhance overall effectiveness. • Increase customer satisfaction by understanding business needs and elevating client relationships from vendor/partner to trusted business advisor. • Manage multiple tasks, analyze complex issues, and implement effective solutions. • Other duties as assigned.

• Manage and own the relationship with the client senior leadership team for Experity’s largest and most complicated clients. • Meet with client management on a regular basis and build relationships at multiple levels. • Communication cadence to include, at minimum, monthly business reviews and annual on-site leadership meetings. • Responsible for ensuring service level commitments are met for each client. • Coordinate and hold accountable internal service teams as necessary to ensure successful delivery of our products and services. • Support client adherence to prescriptive best practice setup and configuration of our products. • Monitor performance metrics and aid in identification of opportunities for improvement. • Maintain an understanding of the urgent care business model, client workflows and common market problems. • Provide system and industry expertise with consultative approach focused on ensuring optimal utilization and realized value of Experity solutions. • Increase customer satisfaction by understanding business needs and supporting expanded utilization of Experity solutions. • Elevate client relationships from vendor/partner to trusted business advisor. • Provide revenue cycle management expertise toward ongoing process improvement and compliance initiatives. • Responsible for working with clients to reduce recurring errors and reduce claim exceptions. • RCM success management to include: Interpret and provide analysis of clinic financial data through key reports and revenue cycle drivers. • Lead a monthly meeting to review accounts receivable status, KPI and accounting reports with client’s financial team. • Support the development and ongoing management of prescriptive best practice PM system setup, EDI processes, and revenue cycle workflows. • Collaborate with the RCM Operations and RCM Management teams to ensure client/company alliance on prioritization and approach to service delivery. • Manage and communicate findings effectively with assigned clinics and their management staff to achieve optimum performance. • Identify trends and carrier issues relating to billing and reimbursements. • Report findings effectively directly to assigned clinics. • Collaborate with other departments such as marketing, support, and product management to ensure ongoing success of client relationship with Experity. • Act as liaison for internal and external communications with assigned clients. • Manage ongoing conference calls and ensure a positive relationship with assigned accounts. • Provide regular status reports and manage task lists on assigned accounts progress for all project areas. • Support sales process with potential clients. • Identify opportunities for selling additional solutions into client base. • Support Sales when subject matter expertise is needed. • Proactively nurture opportunities for references, referrals, and case studies. • Work with Experity Finance to support client invoice questions and support collection efforts on aged accounts receivable balances. • Other duties as assigned.

• Manage and own the relationship with the client leadership team for Experity’s clients. • Meet with client management on a regular basis and build relationships at multiple levels. • Communication cadence to include, at minimum monthly business review meetings. • Responsible for ensuring service level commitments are met for each client. • Coordinate and hold accountable internal service teams as necessary to ensure successful delivery of our products and services. • Support client adherence to prescriptive best practice setup and configuration of our products. • Monitor performance metrics and aid in identification of opportunities for improvement. • Maintain an understanding of the urgent care business model, client workflows, and common market problems. • Provide system and industry expertise with a consultative approach focused on ensuring optimal utilization and realized value of Experity solutions. • Increase customer satisfaction by understanding business needs and supporting expanded utilization of Experity solutions. • Elevate client relationships from vendor/partner to trusted business advisor. • Provide revenue cycle management expertise toward ongoing process improvement and compliance initiatives. • Responsible for working with clients to reduce recurring errors and reduce claim exceptions. • Interpret and provide analysis of clinic financial data through key reports and revenue cycle drivers. • Lead a monthly meeting to review accounts receivable status, KPI and accounting reports with client’s financial team. • Support the development and ongoing management of prescriptive best practice PM system setup, EDI processes, and revenue cycle workflows. • Collaborate with the RCM Operations and RCM Management teams to ensure client/company alliance on prioritization and approach to service delivery. • Manage and communicate findings effectively with assigned clinics and their management staff to achieve optimum performance. • Identify trends and carrier issues relating to billing and reimbursements. • Report findings effectively directly to assigned clinics. • Collaborate with other departments such as marketing, support, and product management to ensure ongoing success of client relationship with Experity. • Act as liaison for internal and external communications with assigned clients. • Manage ongoing conference calls and ensure a positive relationship with assigned accounts. • Provide regular status reports and manage task lists on assigned accounts progress for all project areas. • Supports sales process with potential clients. • Identify opportunities for selling additional solutions into client base. • Support Sales when subject matter expertise is needed. • Proactively nurture opportunities for references, referrals, and case studies. • Work with Experity Finance to support client invoice questions and support collection efforts on aged accounts receivable balances.

• Manages all sales activities to assigned accounts to achieve/exceed revenue and profitability goals. • Drives new business revenue aggressively while ensuring strong profitability. • Effectively partners with sales executives to collaborate and close business. • Provides timely and accurate forecasts of sales volume on a weekly and monthly basis. • Assists in the development of the strategic plan and annual budget by providing projections on sales and future outlook. • Prepares timely sales reports, market assessment reports, program updates, account strategy plan, and weekly reports; loads and updates projects into CRM as required. • Keeps senior management advised in a timely fashion of market trends, account problems, and business risks and opportunities which could have a material impact on the company’s performance. • Provides recommendation for improving sales process and procedures. • May assist with team calls or standup meetings. • Leverages industry events, networking opportunities, associations, and tradeshows to build relationships and sell Experity’s complete portfolio of products. • Leverages social selling techniques.