As Manager, Client Success & Operations – Global Health, the core responsibility is to lead client engagements through the complete project lifecycle with Qure.ai, ensuring a seamless product experience for all stakeholders. The role is focused on driving successful implementation and adoption, demonstrating and measuring the impact of AI in client environments, strengthening strategic partnerships, and identifying opportunities to expand the use of Qure.ai’s solutions.

Key Responsibilities

1. Lead Large-Scale Project Execution & AI Deployment

• Lead the end-to-end execution of countrywide AI projects across LATAM, ensuring timely implementation, effective adoption, and high client satisfaction.
  
• Coordinate closely with government bodies, Ministries of Health, healthcare institutions, national programs, on-ground teams, and global health organizations to enable large-scale AI deployment.
  
• Drive project governance, stakeholder alignment, risk management, and resolution of operational challenges throughout the project lifecycle.
  
• Travel internationally and domestically as required to support project implementation, stakeholder engagement, and program delivery.
  

2. Own Client Success & Stakeholder Relationships

• Serve as the primary point of contact for key clients, owning the overall client experience from implementation through post-deployment engagement.
  
• Build and maintain strong relationships with senior stakeholders, including Ministries of Health, National Programs, program heads, IT teams, clinical decision-makers, and implementation partners.
  
• Drive client satisfaction, product adoption, retention, and long-term engagement by proactively understanding stakeholder needs and addressing challenges.
  
• Establish structured feedback mechanisms to capture client requirements, outcomes, and opportunities for improvement.
  

3. Drive Account Growth & Commercial Expansion

• Identify and develop new opportunities within existing accounts by understanding evolving client needs and exploring additional use cases for Qure.ai’s solutions.
  
• Partner with Sales to drive upselling, cross-selling, renewals, and account expansion opportunities.
  
• Develop strategic account plans focused on increasing client lifetime value and strengthening long-term partnerships.
  
• Identify opportunities to scale successful deployments across geographies, programs, facilities, and use cases.
  

4. Monitor Product Performance & Drive Continuous Improvement

• Monitor product performance and adoption across client environments and identify operational, technical, and clinical gaps.
  
• Capture structured technical feedback, edge cases, and client requirements and translate them into actionable inputs for Product and Engineering teams.
  
• Collaborate with Product, Engineering, and Clinical teams to improve AI accuracy, solution performance, workflows, and overall user experience.
  
• Contribute to product roadmap discussions by representing client needs and real-world deployment insights.
  

5. Cross-Functional Project & Issue Management

• Work closely with Engineering, Product, Sales, Clinical, and Operations teams to address client requirements and resolve project or technical challenges.
  
• Coordinate across internal and external teams to ensure timely delivery of commitments and maintain clear ownership of action items.
  
• Act as the bridge between client teams and Qure.ai’s internal functions, ensuring effective communication, prioritization, and resolution.
  

6. Generate Marketing, Research & Impact Outcomes

• Identify and document measurable outcomes from AI deployments, including adoption, operational improvements, clinical impact, and program-level results.
  
• Partner with Marketing, Research, and Global Health teams to develop case studies, publications, impact stories, presentations, and other external-facing outcomes.
  
• Translate project learnings and deployment data into insights that demonstrate Qure.ai’s impact and strengthen the organization’s position in global health.
  

7. Manage Client Complaints & Escalations

• Own the resolution of client complaints and escalations, ensuring issues are addressed proactively and within agreed timelines.
  
• Liaise with client IT and Program Teams to understand issues, coordinate remote access requirements, and facilitate troubleshooting.
  
• Work closely with internal Engineering and Product teams to diagnose and resolve technical issues.
  
• Maintain clear communication with clients throughout the resolution process and ensure appropriate closure and follow-up.
  

Core Deliverables

The role will ultimately be accountable for:

• Successful project delivery: On-time, high-quality implementation and scale-up of AI programs.
  
• Client satisfaction & retention: Strong relationships, high adoption, and sustained engagement.
  
• Business growth: Renewals, expansions, cross-sell/upsell opportunities, and increased account value.
  
• Product improvement: High-quality client feedback translated into measurable product and workflow improvements.
  
• AI impact: Clear measurement and communication of clinical, operational, and programmatic outcomes.
  
• Stakeholder management: Effective coordination across government, healthcare, technology, clinical, and internal stakeholders.
  
• Issue resolution: Timely and structured management of technical challenges, complaints, and escalations.
  
• Thought leadership & visibility: Marketing, research, case studies, and impact outputs that demonstrate the value of Qure.ai’s solutions.