Client Delivery Leader

Summary

Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Your role in our mission

• Support the AGM across all customer needs as a Subject Matter Expert for the Delivery organization.
• Develop a comprehensive understanding of customer contracts, including a deep insight into T&Cs and their impact on delivery.
• Cook up close with Gainwell's infrastructure, security, and IT teams to ensure comprehensive coverage for service delivery.
• Work with implementation, engineering, product management, and other relevant teams for new service introduction and enhancements.
• Implement and manage systematic delivery status reporting to the customer and Gainwell, tailored to the audience's needs.
• Nurture strong connections with shared service leaders to personalize services for the customer and build relationships at all levels of the customer organization.
• Establish and implement a consistent data- and metrics-driven governance approach with clear and systematic escalation processes within Gainwell, up to the COO if necessary.
• Handle recruitment, coaching, mentoring, performance management, and other people management responsibilities.

What We're Looking For

• Program Management: Are you a strong Program Director with extremely well-developed and demonstrated program management skills and the ability to navigate both strategic and tactical aspects of delivery management? Do you have the ability to inspire confidence with the client and Gainwell leadership?
• Financial Acumen: Are you a strategic thinker with strong financial acumen skilled in striking the right balance between maximizing client value while optimizing costs?
• Matrixed Environments: Are you an expert collaborator expert at working within deeply matrixed environments across large teams?
• Relationship Management: Do you possess strong interpersonal and relationship-building capabilities with both external clients and internal facing teams?
• Background and Knowledge: Do you have in-depth understanding of the Healthcare/Medicaid business, clients, and solutions?

What Success Will Look Like

• Demonstrate revenue and growth (if applicable), account profitability and growth (if applicable), ROI, etc.
• Customer Satisfaction (CSAT, NPR, other formal and informal feedback), retention, et al.
• Feedback from matrixed teams, SLA compliance, operational metrics, etc.
• Personal and professional development opportunities, including employee training and continuous improvement initiatives.

What You Should Expect

• Autonomy, authority, and accountability to shape employee and client experiences in a fast-paced and dynamic environment.
• Opportunities available throughout the United States.
• Opportunities to travel through your work for necessary Account/Client Meetings.

Pay Range

The pay range for this position is $137,100.00 - $195,800.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.