Outcomes Success Analyst

We're looking for an Outcomes Success Analyst to join our Delivery team and support measurable client outcomes after go-live across our Periop and PCC product lines. In this role, you will conduct desktop and onsite proactive engagement and adoption management for our end users, reinforce training, help surface and resolve user-level friction, and support the attainment of contracted performance guarantees.

This is a hands-on role focused on engagement and adoption at the clinic and end-user level. You will work closely with Outcomes Success Partners and leadership, refer to established playbooks, and contribute to the frontline reality that turns into sustained adoption and documented impact.

• Conduct desktop and onsite engagement. Deliver both remote and onsite proactive engagement and adoption management for end users at assigned clients across Periop and PCC.
• Reinforce training and adoption. Support clinic and scheduler adoption through hands-on training reinforcement in the weeks following go-live, referring to established playbooks.

• Support guarantee attainment. Contribute to on-the-ground work that reinforces training and helps assigned clients meet contracted performance guarantees.

• Surface user-level issues. Identify and escalate end-user complaints, such as clinic schedulers, to Outcomes Success Partners before they reach hospital stakeholders.
• Help reduce training friction. Contribute to reducing training-related feedback through hands-on reinforcement. Help maintain training collateral library and deliver as needed.

• Identify observations through data. Use data and observations to support client engagement and outcomes.
• Contribute to proof of impact. Support internal activities and external testimonials in the defined format, in partnership with Outcomes Success Partners.

• Support coverage across product lines. Apply the same desktop and onsite engagement and training-reinforcement approach across Periop and PCC as the product lines scale.

The Outcomes Success Analyst contributes to the following client outcomes and is measured directly on individual contribution.

Periop

• Clinic and scheduler adoption reaching 75% within 90 days of go-live, and 65% sustained year over year
• Contracted performance guarantees met
• Support progress toward Periop clients reaching break-even within 12 weeks of go-live
• 80% decline in training-related feedback and complaints from targeted clients
• Positive NPS from targeted clients over a rolling 6-month period
• Favorable in-app Pendo check scores

PCC

• Adoption and escalation targets expected to mirror Periop, to be finalized as the product line matures
• Clearing of open Outcomes Success-scope comments carried over from prior NPS cycles

Activity-based. Any numeric target to be confirmed.

• Desktop and onsite engagement touchpoints delivered at assigned clients
• Training reinforcement sessions supported in the weeks following go-live
• End-user issues surfaced and escalated to Outcomes Success Partners
• Engagement notes captured and translated into Notion
• Internal proof points and testimonials supported in the defined format

• 2+ years in a healthcare, medical device, or health-tech role, or an advanced degree; direct exposure to frontline clinical or operational staff
• Some experience supporting technology-enabled change and adoption among frontline staff
• Developing account-level relationship skills with clinic operations, schedulers, and stakeholders
• Comfort with field deployment and travel to client sites for onsite engagement
• Ability to translate field observations into structured notes and data-supported observations
• Bachelor's degree required

• Experience in perioperative, surgical, or procedural environments, or with care-coordination workflows
• Exposure to a health-tech, digital health, or medical device environment in an adoption, training, or field-success capacity
• Experience supporting client-facing proof points such as case studies, spotlights, or testimonials

• You do your best work in the field, side by side with the people using the product.
• You are proactive, volunteer to help, and continually seek opportunities to learn and grow.
• You approach tasks and interactions with a strong desire to learn and improve.
• You openly embrace feedback and coaching, and readily offer it in support of the team.
• You are organized and reliable in capturing and translating what you observe in the field.