[Hiring] Manager, Solution Enablement @GetWellNetwork

Role Description

The Manager, Solution Enablement is responsible for ensuring the effective day-to-day delivery, adoption, and operational performance of our software solutions across assigned customer accounts. This role is accountable for workflow optimization, customer enablement, results with improvement documentation, and continuous service improvement. Managers will partner closely with Customer Success Principals, Implementation, and Support teams to ensure customers achieve measurable outcomes and a consistent, high-quality service experience.

Responsibilities

• Service Delivery Execution
  • Lead frontline service delivery, including communicating the value of GW RhythmX products, workflow optimization, and customer education.
  • Ensure timely and effective triage, escalation, and resolution of customer issues in accordance with defined SLAs in partnership with Support.
  • Monitor service performance metrics and proactively address gaps in adoption, utilization, and service quality.
  • Identify recurring customer issues and partner with internal teams to implement scalable solutions.
• Customer Adoption & Workflow Enablement
  • Ensure customers are effectively enabled to use the software within their operational workflows.
  • Deliver workflow education, training, and best practices to drive adoption and utilization.
  • Identify adoption risks and implement improvement plans.
  • Drive consistent execution of service delivery playbooks and standard operating procedures.
• Cross-Functional Collaboration
  • Partner with Solution Enablement Leadership Product to escalate systemic issues and improve product performance.
  • Provide frontline customer insights to inform product enhancements and roadmap prioritization.
  • Participate in internal prioritization and operational review processes.
• Performance Metrics
  • Customer adoption and utilization metrics
  • Results with improvement documentation
  • Logo Retention

Qualifications

• 5–8 years of experience in customer success, service delivery, technical support, or client operations in a SaaS environment
• Experience managing enterprise or healthcare technology customers preferred
• Strong operational and organizational skills
• Excellent communication and leadership skills
• Ability to manage multiple priorities in a fast-paced environment
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations

Benefits

• Exceptionally generous paid time away from work
• A variety of paid leave programs
• Savings opportunities with 401(k) and incentive plans
• Internal education programs
• Full array of health benefits
• Fitness reimbursement
• Cell phone subsidy
• Casual offices with snacks and drinks
• Peer recognition programs
• Health advocacy and employee assistance programs
• Chili cook-offs
• Pet insurance
• An environment that supports YOU

Company Description

GW RhythmX is revolutionizing healthcare through connected, AI-native intelligence that unites clinical insight, patient engagement, and system-wide care orchestration. The company combines market-leading AI precision care technology with extensive trusted patient engagement leadership to help health systems deliver the right care, at the right time, through the right clinician and channel. Its solutions are deployed across more than 150 health systems, touching more than 85M patients including 8M U.S. military veterans. The company's award-winning solutions were recognized again in 2024 by KLAS Research, Fierce Healthcare, and AVIA Marketplace.

A SymphonyAI Group company, GW RhythmX leverages various firm assets, including $1B+ in R&D investment, longitudinal data related to 300 million patients, 4.4 billion total annual claims, and 1.8 million healthcare professionals at more than 3,000 facilities globally.