• Develop and manage multi-channel outreach campaigns • Create personalized education materials and automated communication strategies • Lead patient journey mapping initiatives • Optimize first-call resolution models • Address and resolve patient complaints and concerns • Support hiring, training, and management of a team of patient outreach coordinators • Conduct regular call audits and quality reviews • Review quality management frameworks • Train and mentor staff on patient interaction protocols • Work with product and clinical leadership to improve patient outreach workflows • Monitor and report on key engagement and operational metrics

Role Description Our clients are some of the largest health systems and payers in the country, and this role is the through line for the entire client relationship. You're present from the moment a client goes live, active through implementation, and the primary owner of the relationship from there through renewal and expansion. That means you're the person clients trust most. You know their priorities, their stakeholders, and what success looks like for their organization. You surface what's working and what isn't before it becomes a problem. And internally, you're the loudest advocate for what clients actually need. As Koda scales into more complex enterprise deployments, the ability to hold deep, durable client relationships while also driving strong performance and renewal outcomes is one of the most important functions in the company. What You’ll Own - Client Relationships - Serve as the primary point of contact for an assigned portfolio of enterprise health system and payer clients, from onboarding through renewal and expansion. - Build trusted relationships across clinical, operational, and administrative stakeholders at each account. - Maintain a deep understanding of each client's strategic priorities, internal stakeholders, and how success is defined for their organization. - Serve as the internal advocate for your clients, surfacing feedback that improves how Koda delivers. - Implementation & Launch - Manage day-to-day implementation coordination from contract signature through go-live, including scheduling, stakeholder alignment, and tracking progress against milestones. - Lead training and onboarding for clinical and administrative stakeholders at client sites. - Continuously identify and test new ways to drive member engagement and program success across the client portfolio, sharing what works across accounts. - Engagement & Performance - Monitor engagement metrics across your accounts and develop action plans when clients fall behind target. - Partner with clients to identify creative ways to deepen provider and staff engagement: workflow adjustments, champion building, training refreshes, and anything else that moves the needle. - Prepare for executive-led QBRs by pulling together performance data, client insights, and clinical impact narratives. - Retention & Growth - Own renewal readiness for your accounts: track health scores, get ahead of risk signals like low adoption, staff turnover, or disengagement, and come into renewal conversations already prepared. - Identify expansion signals (new sites, service lines, population segments) and surface them internally. - Help build and refine the playbooks and processes that will scale the partner experience function as we grow. How You’ll Work You'll operate with high ownership across a portfolio of accounts in a fast-scaling environment. You're comfortable with ambiguity, bring ideas to the table without being asked, and build partnerships that expand over time. You'll report to the Director of Partner Experience. Growth & Trajectory A PEM who delivers consistently takes on larger, more complex accounts over time. There's also a clear lateral path internally into client operations strategy or project management for those who want to grow in that direction. Qualifications - 3-6 years in customer success, account management, or a client-facing role. - Experience managing complex, multi-stakeholder projects from kickoff through completion, with the instincts to track moving pieces and know when to escalate. - Naturally proactive: you spot problems before they surface and act on them. - Coachable and self-aware: you seek feedback, take it well, and use it to grow. - Comfortable with ambiguity and change in a fast-scaling environment. - Strong communicator: clear, direct, and confident whether you're writing a recap email or presenting to a C-suite. Nice to Have - East or Central Time Zone strongly preferred. - Experience in healthcare, health tech, or enterprise SaaS. - Experience managing a mixed portfolio of client sizes. - Proficient with ClickUp, Metabase, and Google Suite, or the kind of person who picks up new tools quickly. - Previous startup experience. - AI Fluency. Benefits - Base salary range of $80,000 - $90,000 per year, dependent upon experience. - Fully remote role (US-based). - Flexible, unlimited paid time off, including 8 company holidays. - Comprehensive medical, dental, and vision coverage. - 401(k) retirement plan options. - Annual professional development budget for books, courses, trainings, and conferences. - Work-from-home stipend to support your home office setup and ongoing remote work needs. - Annual company and team events. - Latest MacBook and enterprise-grade tooling to do your best work. - Clear growth paths for both individual contributors and people managers.

• Garantir o atendimento aos clientes • Coautor e executor do planejamento estratégico de vendas • Liderar a equipe técnica e comercial • Realizar visitas aos clientes conforme necessidade • Alavancar as vendas em negócios de papel e celulose • Manter funil de vendas ativo e bom nível de conversão • Disponibilizar os recursos corretos para que o time possa atingir as metas definidas • Acompanhar as atividades dos clientes com visitas periódicas • Ser coautor do planejamento estratégico de vendas a curto e médio prazo • Garantir a continuidade e sustentabilidade dos negócios atuais • Negociar preço e quantidade com o cliente • Garantir que os processos de vendas sejam cumpridos a contento • Realizar benchmarking para acompanhamento das atividades e necessidades do mercado local

• Manage the strategy, investment, and performance outcomes of SDI’s paid digital acquisition programs. • Drive qualified B2C leads across SDI’s program pipeline by setting paid social, paid search, influencer, traditional, and digital ad strategy. • Oversee significant budget investment and lead agency execution with clear accountability to ROI and conversion goals. • Build and maintain a subset of Google and Meta platform ad campaigns to A/B test against vendor outputs and make key decisions based on outcomes. • Manage budget, lead mix, vendors/vendor contracting, and more. • Operate as the owner of paid media performance, translating enrollment goals into channel-level investment decisions, forecasting outcomes, and driving continuous optimization across platforms. • Collaborate and partner with other members of the Marketing team, including creative and technical marketing team members.