Director, Client Delivery Leader

About the role

As a Client Delivery Leader (CDL), you will play a central role in managing all aspects of service delivery for Gainwell Technologies. You will be a trusted delivery advisor to the Account General Manager (AGM), responsible for all aspects of service delivery assigned to customer accounts. You will ensure best-in-class delivery through seamless integration of capabilities across Gainwell teams, consistently exceeding customer expectations by maximizing the value delivered and optimizing Gainwell's profitability.

Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining Gainwell, you become an integral part of our mission to support underserved communities by improving public health outcomes and ensuring that the most vulnerable can lead healthier, happier lives.

Responsibilities

• 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.
• Coordinate closely 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.

Requirements

• Program Management: Strong Program Director with demonstrated program management skills and the ability to navigate both strategic and tactical aspects of delivery management. Ability to inspire confidence with the client and Gainwell leadership.
• Financial Acumen: Strategic thinker with strong financial acumen skilled in striking the right balance between maximizing client value while optimizing costs.
• Matrixed Environments: Expert collaborator adept at working within deeply matrixed environments across large teams.
• Relationship Management: Strong interpersonal and relationship-building capabilities with both external clients and internal teams.
• Background and Knowledge: In-depth understanding of the Healthcare/Medicaid business, clients, and solutions.

Evaluation Criteria

• Demonstrate revenue and growth (if applicable), account profitability and growth (if applicable), ROI, etc.
• Customer Satisfaction (CSAT, NPR, other formal and informal feedback), retention, and related metrics.
• 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 for necessary Account/Client Meetings.

Pay

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

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies to help build your skills and capabilities.