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Commercial & Operations

The commercial function is led by the Commercial Lead, who owns business development, clinic partnerships, provider onboarding, and go-to-market strategy. This role is the bridge between the product and the clinics that use it.

Team Lead

  • Commercial Lead: Owns business development, clinic partnerships, provider onboarding, and go-to-market. Reports directly to the Founder/CEO.

Responsibilities

The Commercial Lead owns:

  • Business development: Identifying and closing clinic partnerships
  • Clinic onboarding: Setting up new clinics, configuring their workflows, training providers
  • Provider relationships: Managing clinic accounts, addressing concerns, gathering feedback
  • Go-to-market: Positioning, messaging, and outreach strategy
  • Support: Responding to provider questions, troubleshooting non-technical issues
  • Metrics & reporting: Tracking clinic engagement, revenue, growth

This function does NOT own: - Product and platform engineering (owned by Founding Technical Lead) - ML models and data science (owned by Founding ML Scientist) - Company strategy and fundraising (owned by Founder/CEO)

Clinic Onboarding Process

When a new clinic signs a contract, operations takes the lead.

Onboarding Timeline: 4-6 Weeks

Week 1-2: Setup & Training

  1. Customer welcome: VP Ops personal call to discuss goals and timeline
  2. Account creation: Create clinic account, user accounts for clinic staff
  3. Access setup: Provision AWS credentials, VPN if needed, assign support contact
  4. Documentation review: Clinic reviews data use agreement, privacy policy
  5. Training session: Operations or Clinical team trains clinic staff on MenoTime
  6. How to navigate the platform
  7. How to enter patient data
  8. How to use reports
  9. How to submit data
  10. Workflow planning: Discuss how MenoTime fits into their workflow
  11. Who will enter data?
  12. When will they submit?
  13. How will they access reports?

Week 2-3: Pilot Testing

  1. Test data setup: Create test environment with sample data
  2. Soft launch: Clinic staff tests with a few patients or historical data
  3. Feedback collection: Operations gathers feedback on usability, form clarity
  4. Adjustments: Work with engineering/clinical on any customizations needed

Week 3-4: Go-Live

  1. Production setup: Configure production environment, set up integrations
  2. Data validation: First real data submissions are reviewed for quality
  3. Report generation: Generate initial clinic reports and benchmarks
  4. Launch meeting: Joint meeting with clinic to celebrate launch

Week 4-6: Early Support

  1. Close monitoring: Daily check-ins on data submission and quality
  2. Troubleshooting: Quick resolution of any issues
  3. Adoption support: Help clinic staff feel comfortable with the system
  4. Performance review: Review early metrics, understand clinic goals

Onboarding Success Criteria

We track onboarding success by:

  • Time to first data submission: Target \<2 weeks
  • Data quality: First submissions meet quality standards
  • Adoption: Clinic staff using platform regularly
  • Satisfaction: Clinic happy with process and tool

Customer Support

Support Channels

Email: support@timelessbiotech.com Phone: Available for urgent issues In-app: Help documents and contact form

Support Levels

Tier 1: Basic Support (included with all plans) - User interface and navigation questions - Data entry help - Report interpretation - Standard response: 24 hours

Tier 2: Premium Support (add-on) - Priority response: 4 hours - Direct access to Clinical PM - Custom report requests - Phone support available

Tier 3: Enterprise Support (for large health systems) - Dedicated account manager - 24/7 phone support - Custom integrations and configurations - Regular business reviews

Common Issues We Support

  1. Data entry questions: How do I enter this data? What does this field mean?
  2. Form issues: How do I handle incomplete patient information?
  3. Report questions: How do I interpret this benchmark? What does this metric mean?
  4. Technical issues: Can't log in? Can't see data? Missing records?
  5. Integration issues: EHR sync not working, data import problems
  6. Compliance questions: How do I ensure patient privacy when using MenoTime?

Escalation Path

  • Tier 1 support: Initial triage by support staff
  • Tier 2: Escalated to Customer Success Manager if complex
  • Tier 3: Escalated to VP Ops if customer relationship issue or special request
  • Technical escalation: Escalated to VP Engineering if infrastructure/software issue
  • Clinical escalation: Escalated to VP Clinical if clinical/data validation question

SLAs (Service Level Agreements)

Issue Type Response Time Resolution Time
Critical (system down) 1 hour 4 hours
High (data not submitting) 4 hours 24 hours
Medium (feature not working) 24 hours 3-5 days
Low (question/guidance) 2 days 5-7 days

Customer Health Metrics

We monitor clinic health through:

Engagement Metrics

  • Data submission frequency: How often they submit data
  • Active users: How many clinic staff using platform
  • Feature usage: Which reports/features do they use most?
  • Login frequency: Are they engaging regularly?

Data Quality Metrics

  • Completeness: % of required fields filled
  • Error rate: Invalid/implausible data
  • Resubmission rate: How often clinics need to resubmit

Business Metrics

  • NPS (Net Promoter Score): Would they recommend us?
  • Churn risk: Showing signs of disengagement?
  • Expansion opportunity: Could they use premium features?
  • Support volume: Are we solving their problems?

Health Scoring

We score each clinic quarterly:

  • Green: Healthy engagement, high quality data, satisfied
  • Yellow: Some concern—engagement dropping, data quality issues, or unsolved problems
  • Red: At risk of churn—must intervene immediately

When a clinic turns yellow or red, Customer Success Manager increases engagement: - Weekly check-ins - Identify and solve underlying problems - Offer additional training or support - Explore unmet needs

Business Operations

Sales Process

(Not the focus for most operations staff, but context is helpful)

  1. Prospect identification: CEO/VP Ops identify target clinics
  2. Outreach: Initial conversation about MenoTime value
  3. Demo: Show platform, discuss their needs
  4. Pilot offer: Offer free/discounted trial period
  5. Negotiation: Contract terms, pricing
  6. Closure: Sign contract, begin onboarding

Billing & Finance

  • Billing cycle: Annual subscription, billed upfront or monthly
  • Invoicing: Operations sends invoices, tracks payments
  • Pricing models:
  • Base subscription: $X per clinic per year
  • Premium features: Add-on fees
  • Implementation services: Custom onboarding fees
  • Research partnerships: Custom rates

Contract Management

  • Store contracts securely
  • Track renewal dates
  • Monitor compliance with contract terms
  • Manage amendments and changes

HR & Recruiting

  • Job posting and candidate sourcing
  • Interview coordination
  • Offer letters and onboarding coordination
  • (See CFO/CEO for final approvals)

Customer Success Reporting

Monthly Reporting

VP Ops prepares monthly dashboard for leadership:

  • New customers: Clinics acquired this month
  • Churn: Clinics who've left
  • Data submitted: Volume of data, trend
  • Support metrics: Response times, ticket volume
  • Health score: Clinic status changes
  • Key risks: Clinics at risk of churn

Quarterly Business Review

With major clinic customers:

  • Clinic performance: Data submissions, engagement metrics
  • Outcome summary: Clinical insights from their data
  • Utilization: Feature adoption, report usage
  • Feedback: What's working, what could improve
  • Goals: What does clinic want to achieve next quarter

Vendor & Compliance Management

Vendor Relationships

  • Manage relationships with AWS, GitHub, Slack, etc.
  • Track renewal dates, costs, and commitments
  • Negotiate licensing and support terms

Compliance Documentation

  • Maintain contracts and agreements
  • Track SLAs with customers
  • Document business processes for compliance audits
  • Maintain customer communication records

Product Input

Operations provides critical input to product decisions:

  • Customer feedback: What are clinics asking for?
  • Support volume: What are common questions/issues?
  • Adoption barriers: What prevents clinics from using features?
  • Retention risks: What causes clinics to churn?
  • Expansion opportunities: What would make clinics upgrade?

This feedback informs product roadmap prioritization.

Team Collaboration

With Engineering

  • Report bugs, feature requests, and technical issues
  • Coordinate timing of feature launches (ensure support is ready)
  • Provide customer feedback on usability
  • Plan infrastructure changes that affect customer experience

With Clinical

  • Coordinate clinic onboarding and training
  • Gather clinical feedback from clinics
  • Support research partnerships
  • Ensure clinical data is being used effectively

With CEO/Leadership

  • Regular updates on customer health and churn risks
  • Financial reporting and forecasting
  • Strategic planning for growth

Tools & Systems

Asana: Task tracking, clinic onboarding checklists Salesforce: Customer relationship management (CRM) - in progress Slack: Daily communication, urgent issues Google Drive: Shared documents, contracts, templates 1Password: Secure sharing of credentials with clinics

Goals & Metrics

Operations drives:

  • Customer acquisition: X new clinics per quarter
  • Retention: >90% annual retention
  • NPS: Target >50
  • Time to value: \<2 weeks to first data submission
  • Support SLA compliance: >95% of tickets meet SLA
  • Revenue: Growing month-over-month

Last updated: February 2025