Sr. Manager, Customer Partnerships

Role Overview

Accolade is an on-demand healthcare concierge for employers, health plans, health systems and consumers. Our team of compassionate, exceptional professionals is supported by breakthrough science and technologies to guide people through the healthcare system in a deeply personalized manner. By taking the time to get to know each person, understand the context of their healthcare decisions, build trust and influence decisions, we deliver industry-leading engagement levels, satisfaction scores unseen in healthcare, better health outcomes, and cost savings of more than 10 percent.


Accolade has been recognized as one of the nation’s 25 most promising companies by Forbes magazine, the fastest-growing private healthcare company by Inc. 500 and a Top Workplace in Philadelphia for five consecutive years. For more information, visit www.accolade.com.


Role Overview:

The Manager, Customer Partnerships works effectively to bring the best of Accolade to our customers. S/he builds strong relationships within Accolade that support process improvement and experimentation and ensures the customer voice is understood.  S/he ensures the customer experience and insights are consistent with our brand, shows an understanding of the value we are creating, and a belief that the value is tailored to their population and business goals.  His/her customer influence ensures that we are productively working together to make our partnership mutually successful and we are successful in understanding and influencing the customer’s strategy.    

A Day in the Life...

  • Build deep customer insights and analysis that leads to experimentation and learning
  • Coordinate and lead customer activities across the Accolade team that result in improved client and customer support
  • Positive 360 Feedback received from cross-functional Accolade team
  • Takes initiative to lead CP projects and projects to ensure they are effectively completed and communicated while meeting CP defined objectives
  • Open Enrollment is planned and executed consistently with requirements and changing needs
  • Support customer specific internal experimentation for increased productivity and market positioning
  • Use analytics to drive customer expected performance improvements in operations (i.e. escalations, engagement, SLAs, etc.)
  • Provide customer leadership and influence to implementation projects (changes w/ current partners, and pilots) to meet customer and Accolade expectations
  • Strive to achieve 100% reference-ability on client and customer experience
  • Influences key plan and vendor partners to work effectively with Accolade to deliver service for clients
  • Monthly customer reports are delivered on time and content relays meaningful insights, trends, opportunities, and value being created
  • Effectively support CP Director on creation of assigned content and logistics for quarterly review
  • Escalation oversight influences HAC and CSST in providing closure while meeting customer expectations
  • Support the execution of goals identified in customer strategic plans
  • Customer operational status meetings (including agenda development, facilitation, meeting notes and follow-up) are productive and result in moving open items forward to closure in a timely matter

Who we Are

  • College degree (masters preferred)
  • 7-10 work experiences
  • Strong analytical skills
  • Strong process improvement orientation
  • Excellent communication, relationship building and influence skills
  • Business acumen is deep in order to appreciate the intricacies of the Accolade model, influence improvements as needed and communicate our complexities in digestible bites to our customers
  • Willingness and ability to delve into business problems and do whatever it takes to make us better
  • Exceptional attention to detail and follow-through

Desired Personal Characteristics:

  • Operates from a perspective of truly caring about our clients and creating value for them
  • Data-driven and fact-based: focused on getting to the best answer for our clients and our shareholders
  • Detail-oriented, analytical, inquisitive, problem-solving in nature
  • Proven ability to ‘roll up your sleeves’ and make a contribution quickly
  • A team player capable of working effectively with individuals throughout the organization
  • Strong business savvy, emotional intelligence, demonstrated influencing skills, negotiation, and organizational agility



Accolade is an Equal Opportunity Employer EOE M/F/D/V

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