Director of Implementation & Client Services

  •  

Houston, TX

Industry: Healthcare

  •  

Less than 5 years

Posted 27 days ago

  by    Gary Daugenti

CAN LIVE ANYWHERE IN THE US (HOME OFFICE BASED)

Job Title: Director of Implementation and Client Services

Growing provider of a full range of retail and wholesale healthcare ancillary digital health programs and services is looking for a Director of Implementation and Client Services.


Essential Functions:

Qualification

· Bachelor's Degree in business or related field a plus.

· Implementation of Web-based systems preferred.

· Web-based Training or Classroom Training/Coaching experience.

· 2+ years of implementation or service account management experience.

· Must have 1 -2 years in 2 of the following areas; Product Management, Training, Medical Software.

· Strong working knowledge of Windows, MS Word, Internet Explorer, Excel, PowerPoint.

· Ability to lead a client successfully through technical processes.

· Ability to manage and fulfill client expectations.

· Excellent written and oral communications skills.

· Excellent communication and organizational skills with a customer service focus.

· Ability to prioritize effectively and handle shifting priorities professionally.

· Personal track record of being thorough, courteous and responsive in customer service.

· Ability to communicate with various business contacts in a professional and courteous



Position Summary

General Purpose: Create and manage project plans to implement large, complex clients. Create and manage project plans to implement significant changes to existing Client programs. Identify, plan and oversee all business readiness activities related to platform conversions, implementation of new features and functionality, including but not limited to training, user acceptance testing, project communication and post-implementation user and customer support processes.

Lead and execute communication with cross functional teams Participate in the sales process to vet prospective Project Management Lead and execute projects involving cross functional teams, some which may require development and new features and functionality. Plan, define and/or validate project scope and define high level and detail-level business requirements. Facilitate sponsor and stakeholder agreement and sign off process. Create, maintain and execute project plans to insure that project deliverables and expected outcomes are met. Identify, plan and oversee all business readiness activities required to implement the project Manage project risk and scope or requirement changes Track and report performance metrics against project plan Form and lead cross-function teams Create and execute training plans Ensure program meets Client requirements Provide post-implementation support during project stabilization periods. Ensure business

Lead and execute communication with cross functional teams Participate in the sales process to vet and sign prospective partner/fleets Project Management Lead and execute projects involving cross functional teams, some which may require development and new features and functionality. Plan, define and/or validate project scope and define high level and detail-level business requirements. Facilitate sponsor and stakeholder agreement and sign off process. Create, maintain and execute project plans to insure that project deliverables and expected outcomes are met. Identify, plan and oversee all business readiness activities required to implement the project Manage project risk and scope or requirement changes Track and report performance metrics against project plan Form and lead cross-function teams Create and execute training plans Ensure program meets Client requirements Provide post-implementation support during project stabilization periods. Ensure business requirements are effectively translated to system requirements. Manage project risk and scope or requirement changes. Ensure that the technical project plan and business readiness plans align. Relationship Management Create and cultivate close working relationships with the client and key stakeholders throughout the implementation. Drive partner satisfaction. Identify opportunities for leveraging faster and more substantive results through understanding of client systems Build trust; demonstrate approachability Act as the primary point of contact Build and maintain relationships with the client, sales, and all internal and external stakeholders Build trust through responsiveness, approachability and follow through. Communication Management: Effectively manage communications both internally and externally to ensure successful launch. Prepare and distribute regular project updates to Core Teams Client/Relationship Management, and Sales. Prepare and distribute Executive Level updates as applicable Facilitate and document issues and action items Effectively organize thoughts, ideas, and opinions and present the information clearly, concisely, and in a timely manner Prepare and coordinate with Marketing team on external communication plans Process Improvements Responsible for the process and value stream improvements related to implementing contracts. Document process changes and provide training on new projects as required. Actively contribute to and help accelerate the Brand. Sound collaboration with cross-functional teams. Conduct post mortem/lessons learned sessions; ensure take-aways are sufficiently documented and become routine components of future projects

Salary

$90K - $110K
$80K - $100K base, benefits, home office, exp acct, 401k bonus