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Client Success Project Manager

Date: Apr 11, 2021

Office Location: Home Office/Remote, -, US

Company: Aptar Group

                                                                                                                  Client Success Project Manager

Create, Innovate, Deliver Solutions!  This is what you can expect from a career with Cohero Health, an Aptar Pharma Company.  We have an exciting opportunity for a Client Success Project Manager.  If you are curious, self-motivated and eager for new challenges, we are the next step in your career!

 

Cohero Health is bringing smart, connected devices to the respiratory space with a platform consisting of smart devices enabling improved patient health through enhanced care coordination and patient self-management.  Cohero is now part of Aptar Pharma a leader in drug delivery medical devices and systems improving the health and lives of global patients. If you are curious, enjoy challenges and a fast-paced environment, we are the next step in your career!  Learn more about Cohero at www.coherohealth.com and Aptar Pharma at https://www.aptar.com/pharmaceutical/
 

What You Will Do at Cohero Health & Aptar Pharma

Our platform consists of a smart asthma inhaler, mobile spirometer and integrated mobile platform that drives improved patient health through enhanced care coordination and patient self-management.  This role will carry out Cohero’s model of harmonizing all stakeholders through “connected patient care” using digital tools and therapeutics in service of patients and clinicians and supporting Business Partners  across the Pharmaceutical industry and Payers and Health Systems.  Specific duties include:

 

  • Manage the end-to-end customer on-boarding experience including workflow analysis, training coordination, and successful installation of digital/mobile disease management products and services. 
  • Manage the client lifecycle from enablement through program operations, assisting in contract management, implementation planning, testing, training and configurations, designing of support protocols/processes.
  • Responsible for the development and maintenance of implementation toolkit assets used to successfully onboard clients across the Medical Device, Health System, Pharmaceutical, and Healthcare Insurer/Payor sectors. 
  • Leads by influence, across multi-disciplinary teams, to advocate for Cohero’s business objectives while ensuring optimal customer experience (voice of the customer).
  • Provides Accurate and consistent reporting to senior management regarding book of business status and progress, ensuring fiduciary alignment with contracted terms and billable project milestones.
  • Ensure we understand our client's objectives and that Cohero Health is delivering our contract services to meet or exceed those objectives. 
  • Closely partners with internal stakeholders, including Operations, Product Management, Business Development, Product Development and Quality Management.
  • Manage ongoing key contract relationships and service delivery to clients for accounts by answering questions, solving problems and escalating issues to appropriate internal staff. 
  • Manage client projects from contract through go-live, to ongoing customer success.
  • Support the KPI outcomes targets and product success for the patients of our clients
  • Achieve contract business objectives by working with team members to set project priorities and milestones and resolve project conflicts
  • Liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions per customer needs.
  • Establish the key metrics and measurable milestones to achieve our client's objectives and report them to our clients, monitoring success, and course correcting as needed to meet those objectives
  • Serve as solutions subject matter expert for diverse customer base. 
  • Act as implementation lead for post-sales efforts, guiding cross-functional teams to execute effectively. 
  • Client on-boarding, client training plans (content and execution), long-term relationship management, and retention/expansion (strategic account management). 
  • Monitoring support cases and client escalations to achieve rapid resolutions
  • Understanding of FDA, HIPAA, Privacy, HITECH regulations for healthcare software development, medical device, supply chain, and healthcare operations. 
  • Displaying a positive and professional image to all constituents; apply cultural standards to all interactions both internally and externally. 
  • Initiating discovery sessions with clients and other stakeholders to determine and socialize project requirements. 
  • Conducting detailed analyses on client workflows and processes, systems processes, potential areas of integration, information needs and data flow.  
  • Working with team on risks and critical path items: proactively de-risking efforts while tracking project deadlines and schedules.  
  • Coordinating with Supply chain/Operations, Technical & Product teams to define customer acceptance and usability testing plan, ensuring an optimal user experience. 

 

What Cohero Health and Aptar Pharma Are Looking For

  • Bachelor’s and/or master’s degree in a scientific discipline, RN, BSN degree or equivalent
  • 7+ years’ experience in a healthcare services, disease management, or pharmaceutical services environment 
  • Minimum of 2 years’ experience as project-lead in client-facing, relationship management
  • Understanding of FDA, HIPAA, Privacy, HITECH regulations for healthcare software development, medical
  • Confident, clear and adaptable personality and communication style with the ability to influence all stakeholders and skilled at group presentations in both virtual and in-person environments.
  • Ability to work in a virtual organization; attention to self-management, organization, and prioritization of workload and objectives is critical. High PC/application proficiency required. 
  • Understands business implications of decisions; displays orientation toward profitability
  • Excellent interpersonal skills, with a proven track record of establishing credibility with key customers, prospects and business partners.
  • Knowledge of Phase I, II, & III clinical studies and clinical study protocols, informed consent forms, and other clinical documents
  • Ability to communicate technical and non-technical information on multiple levels across disciplines
  • Ability to understand and solve complex problems
  • Exemplary organizational, planning, execution skills. 
  • Experience managing multiple projects, negotiate budgets, timelines and responsibilities
  • Ability to travel to client sites, up to 10% 
  • This critical role requires significant attention to detail, instrumentation of cross-functional work streams, financial and contractual coordination, and detailed documentation including: specifications, workflow diagrams, configurations, solution design, and training materials.
  • The ideal candidate has experience working with physicians, health care providers, patients and end users, and managing the use of both company’s products and solutions and the supporting company processes and people in the client environment, to ensure successful use and delivery.


What We Offer
 

  • An exciting, diverse and value based working environment
  • Award-winning corporate university offering personal development and training opportunities.
  • Competitive base salary
  • Contribute to the communities where we reside.
  • Innovative benefits plan which includes: 401k plan with Company matching benefit, paid time off, medical, dental, vision, life, disability and more

 

BE YOU, BE APTAR!

Aptar is an Equal Employment Opportunity (EEO) employer. We believe that a diverse workforce is key to our success. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information