WRS Health

Customer Success Manager

• Initiate and conduct NPS surveys on a regular basis to collect feedback from customers
• After collecting NPS responses, analyze the data to understand the overall customer sentiment and identify trends or patterns in the feedback
• Follow up with customers who provide low NPS scores (detractors) to understand the reasons behind their responses
• Reach out to customers who provide high NPS scores (promoters) to thank them for their positive feedback and potentially leverage their positive experiences as testimonials or case studies
• Based on client feedback, collaborate with cross-functional teams (e.g., product, account management, marketing) to develop action plans and make improvements to enhance the customer experience and address any pain points
• Track the impact of the implemented improvements on customer satisfaction over time
• Continuously monitor the NPS scores and other customer feedback metrics to ensure ongoing customer success

Client Success Manager

Technical Product Manager

• The Technical Product Owner (TPO) acts as the bridge between business objectives and technical execution, ensuring that products are developed in alignment with strategic goals and technical standards.
• As the primary advocate for the customer, the TPO works closely with UI/UX architects, developers, and stakeholders to deliver high-quality, value-driven product releases.
• This role is responsible for guiding the product lifecycle from concept to launch and beyond, ensuring that user needs are met while maintaining technical integrity.
• As a key leader, the TPO is ultimately accountable for the product’s success and continuous alignment with both business and user expectations.
• Act as the primary contact for major system issues and product-related inquiries.
• Gather and document requirements from clients and internal stakeholders.
• Manage and prioritize the product backlog, ensuring readiness for development.
• Lead Agile ceremonies including sprint planning, sprint reviews, and other team meetings.
• Collaborat closely with developers and QA to ensure product quality, accurate implementation, and smooth releases.
• Communicate the value of new features to internal teams and clients.
• Oversee and mentor the Product Owner team, including goal-setting, project assignments, and performance evaluations.
• Maintain internal tools such as developer PTO and assignment trackers.
• Handle system certification processes (e.g., ONC, Surescripts, MDToolbox/DEA).
• Ensure ongoing compliance with healthcare regulations and industry standards.
• Managed structure and productivity of the manual testing team.
• Directed MIPS Services in line with financial and strategic objectives.

Revenue Operations

• Own revenue targets and pipeline performance
• Develop and execute business development strategies to drive growth
• Identify new markets, partnerships, and revenue opportunities
• Lead key deals, partnerships, and enterprise opportunities
• Build and expand pipeline through outbound and inbound strategies
• Align closely with marketing on demand generation and campaigns
• Build and optimize sales processes, playbooks, and targets
• Track core metrics (pipeline, conversion, revenue)
• Use data to refine strategies and improve results

Client Success Manager

Technical Product Manager

Chief Revenue Officer