Clinic Partnership Manager (Remote)

1. Job Purpose

The Clinic Partnership Manager is the primary relationship owner for OKKO Health’s USA clinic partners. This role is externally focused – responsible for onboarding new clinics, managing ongoing account relationships, driving customer satisfaction, and identifying expansion opportunities across the ophthalmology and optometry clinic base.

This role ensures every clinic partner has a seamless, high-quality experience from contract signature through to long-term success, acting as the single point of contact for clinician-facing queries, onboarding coordination, and commercial support.

The Clinic Partnership Manager works closely with the Operations Associate but operates on the opposite side of a clear boundary: this role owns the clinic relationship and customer experience; the Operations Associate owns the back-end operational machinery and third-party service provider oversight.

2. Duties and Responsibilities

Clinic Onboarding & Account Management

Lead clinic onboarding end-to-end from contract signature through go-live, coordinating across clinical, technical, and commercial teams

Own the ongoing clinic relationship – serve as the primary point of contact for practice managers, billing teams, and clinical decision-makers within ophthalmology practices

Conduct regular check-ins and business reviews with clinic partners to ensure satisfaction, resolve issues, and identify growth opportunities

Manage scheduling, documentation preparation, and follow-up for all onboarding and account management activities

Navigate US provider dynamics – understand the role of practice managers, billing teams, and decision-making structures within ophthalmology and optometry practices

Customer Success & Support

Hold accountability for the quality of customer service experienced by clinic partners

Manage customer enquiries via Zendesk, ensuring timely, high-quality responses during US business hours or establishing clear escalation paths

Monitor customer support performance – response times, resolution quality, and clinician satisfaction

Identify recurring issues and feed insights back to product, clinical, and operations teams

Maintain customer service documentation and standard operating procedures

Escalate complex issues to appropriate internal stakeholders

Commercial Support

Keep HubSpot CRM accurate and current – clinic leads, deal stages, activity logging, contact information, and partnership status

Provide the commercial team with reliable pipeline visibility and partnership health reporting

Identify cross-sell and upsell opportunities within existing clinic partnerships

Recognise that US clinics are commercial customers with different expectations to UK NHS trusts and adapt engagement accordingly

Billing & Reimbursement Coordination

Ensure billing processes run seamlessly – invoices raised on time, payments tracked, discrepancies resolved quickly

For US clinics: understand Remote Patient Monitoring reimbursement structures and how billing ties to clinical documentation and device usage thresholds

Interface with Finance on billing-related customer queries

Cross-functional Collaboration

Work closely with the Operations Associate to ensure smooth handoffs between clinic-facing activities and back-end operations

Coordinate with the commercial team on clinic partnership strategy and activities

Liaise with Clinical Operations on patient-related escalations that affect the clinic relationship

Support the Technical team with clinic-side system configuration and troubleshooting

3. Qualifications

Required Experience, Skills & Knowledge

Customer-facing experience: 4+ years in customer success, account management, partnership management, or similar client-facing roles

Relationship management: Proven ability to build and maintain trusted relationships with external stakeholders, particularly in B2B or healthcare settings

Communication skills: Excellent written and verbal communication; able to interact professionally with clinicians, practice managers, and internal teams

Commercial awareness: Comfortable discussing pricing, billing, and commercial value with customers

Organisational skills: Ability to manage multiple clinic relationships simultaneously without letting anything slip

Problem-solving: Proactive identification of customer issues and implementation of practical solutions

Independence: Self-motivated and able to work autonomously with minimal supervision

Adaptability: Comfortable with ambiguity and changing priorities in a scale-up environment

Desirable

Experience in healthcare, healthtech, MedTech, or regulated industries

Familiarity with USA healthcare operations, insurance billing, or remote patient monitoring

Working knowledge of HubSpot CRM, Zendesk, or similar platforms

Understanding of US ophthalmology/optometry practice structures and RPM reimbursement

Experience supporting SaaS or B2B2C business models

Personal Attributes

Relationship-driven with a natural inclination to help customers succeed

Proactive and takes ownership of the clinic experience

Collaborative team player with strong stakeholder management skills

Resilient and maintains composure under pressure

Commitment to OKKO Health’s mission of improving patient care

Creative with a growth mindset and eagerness to learn

4. Working Conditions

TBC – requires significant overlap with US clinic business hours (Eastern and Pacific time zones) and requires travel to clinics across the USA.