Head of Customer Strategy and Operations – Technical Product Leader for Customer Success and Operational Excellence at blithequark

Introduction to blithequark and the Industry blithequark is at the forefront of revolutionizing the healthcare sector with its innovative approach to building the world's only API-first clearinghouse. In the healthcare industry, the Health Insurance Portability and Accountability Act of 1996 (HIPAA) mandates the use of standardized EDI formats, such as X12 HIPAA, for exchanging transactions like claims, eligibility checks, prior authorizations, and remittances between insurance payers. Traditionally, a small group of legacy clearinghouses has dominated this space, offering consolidated connectivity to carriers and providers. However, blithequark is changing the landscape by providing modern API interfaces alongside traditional real-time and batch EDI processes, enabling both healthcare technology businesses and established players to exchange mission-critical transactions efficiently. About blithequark blithequark has achieved remarkable success, being ranked the #3 fastest-growing SaaS vendor in a recent report. This achievement is a testament to the company's dedication to innovation, customer satisfaction, and operational excellence. With a strong foundation of engineers and designers who continuously ship products, a lean business team supporting the company's infrastructure, and a passion for automation and eliminating toil, blithequark has secured $92 million in funding from top investors. This backing from renowned investors like Stripe, Addition, USV, Bloomberg Beta, First Round Capital, and more, underscores the company's potential and commitment to making a significant impact in the healthcare technology sector. Customer Strategy & Operations at blithequark At the heart of blithequark's success is its Customer Strategy & Operations team, which is responsible for delivering exceptional support to customers. This team is built on the principle of eliminating customer pain quickly and thoroughly, setting a new standard in customer service. The idea is simple yet powerful: by solving problems on behalf of customers efficiently, blithequark differentiates itself from other clearinghouses and establishes a strong reputation for reliability and customer-centricity. Key Responsibilities The Head of Customer Strategy & Operations will play a pivotal role in leading this team and driving customer success. Key responsibilities include: Taking on responsibility for the people, priorities, and performance of the Customer Strategy & Operations function, ensuring alignment with blithequark's overall mission and goals. Being directly responsible for the technical success of all customers, from those in a proof-of-concept period through production, and ensuring that each customer receives tailored support and solutions. Building out the systems and processes to ensure customers are being onboarded successfully and as quickly as possible, streamlining the onboarding process to reduce friction and enhance the customer experience. Serving as the primary owner of all major incidents, outages, and escalations, and leading the response efforts to minimize downtime and ensure prompt resolution. Identifying product gaps and signals from customers and relaying those as well-documented issues to product and engineering teams for review and implementation, ensuring that customer feedback is integrated into the product development cycle. Contributing to external documentation and internal runbooks to ensure that blithequark is building up a comprehensive knowledge base of frequently asked questions, with the goal of enabling self-service customer adoption and reducing support queries. Essential Qualifications To excel in this role, the ideal candidate will possess: A technical product mindset, with the ability to go beyond helping customers with the task at hand and intuitively identify product gaps based on customer feedback. The capacity to move fast and match blithequark's pace, with an ability to respond with urgency both externally to customers and internally to stakeholders. Exceptional organizational skills, with the ability to stay on top of many open threads simultaneously, be hyper-responsive, and thoroughly document decisions and processes to avoid repeat problems. Customer-facing experience, ideally within customer success, support engineering, product operations, consulting, or adjacent roles, with a deep understanding of customer needs and pain points. A self-motivated and self-disciplined approach, with a willingness to put in the hours necessary to get the job done and a receptiveness to feedback. Deep customer empathy, with the ability to quickly understand a customer's needs and get into the weeds on technical areas of a product to ensure they're getting the most value. Leadership skills, with the ability to hire and develop the best talent, knowing that the strongest leaders are also high-performing individual contributors. Preferred Qualifications While not required, the following qualifications are highly desirable: Experience in the healthcare technology sector, with an understanding of the challenges and opportunities in this space. Familiarity with API-first clearinghouses and the role they play in facilitating transactions between healthcare technology businesses and established players. A background in technical product development, with experience in identifying product gaps and working with product and engineering teams to implement solutions. Knowledge of customer success and support best practices, with experience in building and leading high-performing teams. Skills and Competencies To succeed in this role, the ideal candidate will possess a unique blend of technical, business, and interpersonal skills, including: Technical expertise, with the ability to understand and communicate complex technical concepts to both technical and non-technical stakeholders. Business acumen, with a deep understanding of the healthcare technology sector and the role that blithequark plays in it. Interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders. Leadership skills, with the ability to inspire and motivate teams to achieve exceptional results. Problem-solving skills, with the ability to analyze complex problems and develop creative solutions. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a member of our team, you will have access to a range of career growth opportunities and learning benefits, including: Professional development programs, designed to help you build new skills and advance your career. Mentorship opportunities, with experienced colleagues who can provide guidance and support. Training and education programs, designed to help you stay up-to-date with the latest developments in the healthcare technology sector. Opportunities to work on high-impact projects, with the potential to make a significant difference in the lives of our customers. Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and supportive work environment. Our company culture is built on a set of core values that include: A commitment to customer success, with a focus on delivering exceptional support and solutions to our customers. A passion for innovation, with a willingness to experiment and try new things. A collaborative approach, with a focus on teamwork and mutual support. A commitment to diversity and inclusion, with a belief that a diverse and inclusive workplace is essential for driving innovation and success. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to support your well-being and success. These include: A competitive salary, with opportunities for growth and advancement. A comprehensive benefits package, including health, dental, and vision insurance, as well as a 401(k) plan. A range of perks, including flexible working hours, remote work options, and access to the latest technology and tools. Opportunities for professional development and growth, with a focus on helping you build new skills and advance your career. Conclusion If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Head of Customer Strategy & Operations role at blithequark. This is a unique opportunity to join a dynamic and innovative company that is making a significant impact in the healthcare technology sector. With a focus on customer success, innovation, and collaboration, we believe that blithequark is an ideal place to build your career and achieve your goals. Apply now to join our team and be a part of our exciting journey!