Clinic Partnership Manager; Remote

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.

• 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

• 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

• Keep Hub Spot 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

• 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

• 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

• 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…