Director, Implementation

Essential Functions

• Team Leadership & Cross Functional Imperatives
  • Manage, coach, and develop the Eligibility and Implementation teams, setting clear goals, workload distribution, and performance expectations
  • Build scalable processes and playbooks that let the team deliver consistently as client volume grows
  • Occasionally recruit, onboard, and ramp new implementation and eligibility team members
  • Represent Implementation in cross-functional planning to keep Sales, Product, CS, Support, and Implementation aligned on client commitments
  • Ensure internal and client facing documentation is up to date for team delivery
• Installed Revenue & Project Delivery
  • Own installed revenue targets, tracking and reporting forecast and progress, and identifying risks to timely recognition
  • Ensure implementation projects are scoped, scheduled, and delivered on time, partnering with clients and internal teams to keep timelines on track
  • Build and maintain reporting on project status, timelines, and installed revenue for leadership visibility
  • Serve as the handoff point between Sales and Implementation, ensuring deal scope, client expectations, and deal details transfer as cleanly as possible
• Escalation & Risk Management
  • Serve as the primary escalation point for implementations that are at risk, stalled, or facing client dissatisfaction
  • Diagnose root causes on at-risk projects and drive resolution plans, pulling in the right internal stakeholders
  • Communicate proactively with clients and internal leadership on status, risk and recovery plans for challenged implementations
• Individual Contribution
  • Implement select net-new clients and add-on projects, staying close to the tools, workflows and client experience the team manages day to day
  • Identify process gaps and coach the broader team

Skills & Abilities

• Education: Bachelor’s degree preferred
• Experience: 6+ years of experience in implementation, onboarding, professional services or client delivery, with 2+ years in a people leadership role
• Experience: Managing teams responsible for both delivery timelines and revenue linked outcomes
• Skills: Strong team coaching and training experience, managing and cultivating team at the individual level
• Project Management: Strong project management skills with the ability to run multiple concurrent implementations at varying stages
• Comfortable Serving: Comfortable serving as an escalation point and driving resolution under pressure, without losing sight of the client relationship
• Willingness & Ability: Willingness and ability to work as an individual contributor on select projects, not just manage from a distance
• Communication: Excellent cross-functional communication skills, with experience acting as a liaison between sales, product, CS and delivery teams
• Experience: Healthcare, revenue cycle, PM System or health IT experience strongly preferred