Corporate Programs Manager

Corporate Programs & Client Experience

Reports To:

SVP of Client Success Operations and Marketing

Location:

Flexible (Remote or Office-Based)
Travel Requirement:
Up to 35- 50%

Corporate Programs is responsible for leading Altera Digital Health's enterprise-wide client engagement, client insight, and strategic client advocacy programs. Reporting to the Senior Vice President, Client Success Operations and Marketing, this role serves as a critical partner to the Vice Presidents of Client Success, Marketing, and Sales to develop and execute programs that strengthen client relationships, improve client experience, increase loyalty, and provide actionable insights that drive business decisions.

This position owns Altera's key client listening and engagement initiatives, including Net Promoter Score (NPS), Client Leadership Council (CLC), client segmentation analysis, KLAS, Client Satisfaction/Class Score measurement, Post-Activation Interviews, and other strategic client feedback initiatives. The role also coordinates training, enablement, governance, and reporting of client value metrics across Sales and Client Success; driving consistent measurement of client outcomes, value realization, retention, expansion opportunities, and overall business impact throughout the customer lifecycle.

The role serves as the central point of coordination for enterprise-wide client experience programs, ensuring client insights are translated into actionable improvements across the organization. This role requires strong executive presence, analytical capabilities, cross-functional leadership skills, and the ability to influence business strategy through client-driven intelligence. The ideal candidate is a strategic leader who can combine client advocacy, program management, analytics, and executive engagement to drive measurable improvements in client satisfaction, retention, growth, and overall business performance.

• Develop and lead Altera's enterprise Voice of the Client (VoC) strategy.
• Own and administer the organization's Net Promoter Score (NPS) program, including survey design, analysis, reporting, and action planning.
• Establish enterprise-level client satisfaction measurement frameworks and benchmarks.
• Identify client experience trends and emerging risks that impact retention, loyalty, advocacy, and growth.
• Translate client feedback into actionable recommendations for executive leadership.
• Partner with Client Success, Marketing, Product, Services, and Sales leaders to address client concerns and improve outcomes.
• Develop executive reporting that provides visibility into client sentiment and experience trends.

• Lead the planning, execution, and ongoing management of the Client Leadership Council program.
• Develop strategies to maximize client engagement, participation, and value from council activities.
• Coordinate executive participation and communication with client council members.
• Facilitate discussions that provide strategic client feedback on corporate initiatives, products, and services.
• Track action items and commitments resulting from council meetings and ensure organizational accountability.
• Leverage insights from the CLC to influence strategic planning and client experience improvements.

Lead client insight initiatives including:

• Net Promoter Score (NPS)
• Client Leadership Council (CLC)
• Client Satisfaction/Class Score Programs
• MID Interviews
• Post-Activation Interviews
• Client Advisory Programs
• Strategic Client Feedback Initiatives

• Partner with Marketing, Sales, and Client Success leaders to develop and maintain client segmentation strategies.
• Coordinate and manage Gartner-related client engagement initiatives and research participation programs.
• Analyze client feedback, market research, industry benchmarks, and client profiles to identify trends and opportunities.
• Develop executive-level insights regarding client needs, market dynamics, and competitive positioning.
• Provide recommendations that improve client engagement, retention expansion opportunities, and go-to-market effectiveness.

• Serve as a strategic partner to the Vice Presidents of Client Success, Marketing, and Sales.
• Facilitate alignment between client feedback initiatives and business objectives.
• Drive collaboration across departments to improve client outcomes and…