The Senior Manager, Value-Add Services will lead strategic initiatives that enhance the value delivered to clients, post-implementation. This role focuses on optimizing customer engagement, driving adoption of services including regulatory services, and ensuring long-term satisfaction and retention. The manager will oversee client transitions, develop scalable subscription models, and collaborate cross-functionally to deliver measurable business outcomes. Essential Duties & Responsibilities + Lead and mentor the Value-Add Services team to deliver proactive customer engagement and support. + Lead and develop additional services to support our client’s regulatory needs + Develop and execute strategies that enhance client value post-implementation, including onboarding, training, and optimization services. + Design scalable subscription models and feedback loops to improve customer satisfaction and retention. + Serve as the voice of the customer by identifying opportunities for service enhancements and collaborating with internal teams. + Track KPIs such as customer health scores, adoption rates, and satisfaction metrics. + Partner with Product, Support, and Customer Success teams to deliver a unified and high-impact client experience. + Identify risks to customer success and implement mitigation strategies to reduce churn. Education and Experience + Bachelor’s degree in Computer Science, Engineering, Data Science or a related field or equivalent work experience – Master’s preferred + Seven (7)+ years of experience in implementation, customer success, or client services + Three (3)+ years in a leadership role Skills, Knowledge, and Abilities + Strong understanding of post-implementation support, onboarding, and customer lifecycle strategies + Excellent leadership, communication, and problem-solving skills + Proven ability to manage multiple projects and priorities in a fast-paced environment + Familiarity with tools like Salesforce, Zendesk, Jira, or Gainsight is a plus + Experience working in SaaS, ERP, or enterprise software environments + Exposure to ITIL, Six Sigma, or similar service management methodologies + Ability to work in a fast-paced environment, managing competing priorities and delivering results under tight deadlines. + Strong business acumen and the ability to align initiatives with business goals. Work Environment/Physical Demands + While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday + This role requires that one can sit and regularly type on a keyboard the majority of the workday + This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as in-coming and out-going communications via the computer and/or mobile devices + The role necessitates the ability to listen and speak clearly to customers and other associates Here’s what we can offer you in exchange for your amazing work: + Competitive pay + Medical, dental and vision benefits + Matching 401(k) + Generous paid time-off programs + Education reimbursement + Growth potential for your career + Corporate discounts At Greenway, we strive to imagine, empower, engage, and inspire. Join us! To learn more about Greenway, take a video tour of our office, and meet our employees, visit us atwww.GreenwayHealth.com/careers. Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status. While this position is primarily remote, please note that if you reside within a 26-mile radius of our corporate office, you will be required to work in a hybrid capacity. This means you will be expected to work on-site at the corporate office for part of the week and remotely for the remainder. This hybrid arrangement is designed to foster team collaboration and engagement. Our corporate office is located at 4301 Boy Scout Blvd, Tampa, FL 33607. Please consider your proximity to this location when applying. If you are a resident of a state that requires pay transparency, please email us at recruiting@greenwayhealth.comto receive compensation and benefits information for this role. Be sure to include the Job ID in the subject line of your email. #LI-REMOTE