We’re a community of healthcare providers, fertility specialists, and women who get it. We are on a mission to reinvent women’s healthcare services, starting with egg freezing and IVF. We believe it’s time for women to learn the facts about their fertility and make their own plan through best-in-class technology, operations, clinical service, and a modern branded experience. We are NYC-based and rapidly expanding nationally through acquisitions and de novo development. Join our experienced team of rockstars from One Medical, Progyny, Flatiron Health, Google, and Goldman Sachs.

The Manager of Client Services is responsible for engaging and empowering the Kindbody community. This role will help define the client experience strategy, and directly implement the components of the strategy relevant to client service. The Manager of Client Services plays an integral role in directly impacting our mission, and requires a strong sense of service, leadership and adaptability.

Responsibilities

• Design, implement and continuously improve upon Kindbody’s client and patient experience programs

• Manage communications with patient prospects interested in fertility services and triage responses to the appropriate teams at Kindbody (e.g., clinical, marketing, business development)

• Scale the client services team as the company’s needs expand, including hiring and training new team members as well as defining new and continuously improving on existing processes

• Develop the client services playbook to ensure standardization of processes

• Define key performance indicators for the client services team

• Gather, analyze, and leverage patient feedback to form recommendations on how to improve the client experience across Kindbody

• Manage programs that increase customer engagement throughout the patient lifecycle, including email marketing and special offerings

• Collaborate on scripts, guides, and training materials for customer facing teams

Who are you?

• You are passionate about our mission to reinvent women’s healthcare services

• You have about 3-5 years of client services experience

• You have expertise using, designing workflows and pulling data from CRM tools

• You are a people and relationships person, and are eager to go above-and-beyond to ensure clients have an exceptional experience

• You are an excellent verbal and written communicator

• You take an initiative and are eager to jump in wherever you see an opportunity for improvement

• You are organized, have a strong attention to detail and can independently prioritize work

• You are a proactive problem solver who finds root-cause vs. band-aid solutions

• You love to adapt and continually seek opportunities to learn and improve

• You are self-aware and are comfortable giving and receiving feedback

• You have a positive attitude