Customer Program Executive at Olive in New York, NY

The role is responsible to understand the customer's goals & strategic objectives, operational environment and constraints, and innovates solutions and services to achieve or surpass those goals, and contractual obligations.

Responsibilities:

• Serve as the accountable driver of effective relationships and ensure the successful implementation and delivery of Olive programs
• Establish and facilitate a governance, risk, communications, and operational program consisting of Customer and Olive leadership to effectively oversee the program
• Innovate service and operational solutions to best achieve customer goals and accountable for driving high levels of customer satisfaction, retention, and growth
• Ensure strong effective relationships with customer senior leadership and key internal operational leaders, in order to best understand the customer's goals, operational environment, and strategic initiatives
• Monitors and tracks all aspects of the project, including productivity milestones, deliverables, and timelines
• Preemptively address customer needs, critical issues and risks, and present options for addressing/solving needs and issues
• Develop, implement and maintain standardized tools, templates, processes, procedures and methodologies to ensure alignment with standards and best practices
• Facilitate cross-functional collaboration with stakeholders to establish vision, objectives, and program strategy
• Actively seek out and solves for barriers / problems / risks to successful delivery of program objectives
• Participate and facilitate Weekly / Monthly / Quarterly Business Reviews and other program discussions
• Realize, articulate, and communicate growth opportunities within existing customers. Facilitates change orders and new sales opportunities with sales team for any customer service requests outside of contracted services
• Provide voice of the customer input for Product development and contribute to the ideation, development, and productization of significant new services
• Deliver strategically relevant and operationally precise analytics and recommendations for improvement opportunities
• Maintain visibility, communicate and educate on key program components to all participants
• Lead identification of customer needs and supporting solutions, including co-creation of new solutions, where necessary
• Regularly provide updates on work progress, obstacles and blockers, and overall performance with execution and progress toward delivery
• Actively measure, monitor, and ensure the health of the program components from financial, dependency, risk and mitigation, and schedule perspectives
• Provide clear expectations and follow up to ensure progress and overcome roadblocks
• Drive a performance-based culture through accountability and foster leadership, strategic thinking, and business acumen on the team
• Provide timely feedback to team members to encourage success, ensure accountability, and connect opportunities for your team members' development
• Assist in on-boarding, coaching and mentoring team members to customer program team

Requirements

• Successfully delivered multi-million-dollar programs/projects on-time and on-budget
• 7+ years of increasing responsibilities in project management of IT initiatives or other large change initiatives
• 5+ years in a client facing role, ideally leading implementations and support in the healthcare industry, including independently managing multiple complex projects/initiatives with competing priorities and deadlines
• 5+ years of experience with analyzing and synthesizing qualitative and quantitative information, forming opinions with corresponding recommendations, and presenting the results to key stakeholders including executive leadership
• Demonstrated ability to communicate analysis, including trends and opportunities, to leadership and stakeholders
• Articulate, assertive and persuasive with the ability to adapt communication style and approach to audiences at all levels
• Proven problem-solving skills, including balancing multiple priorities and addressing team and/or prioritization conflicts
• Prior experience leading, managing and collaborating with cross-functional teams, business partners and stakeholders
• Ability to work independently and be resourceful when confronted with ambiguity.
• Strong change management knowledge and/or experience
• Effective organizational skills and attention to detail, and ability to prioritize/organize/multitask and meet multiple deadlines
• Proficiency with evaluating, bench-marking and improving business processes
• Ability to travel up to 50%