Director of Customer Implementation

• Manage and mentor a team of Implementation Managers fostering a culture of continuous learning and improvement
• Support your teams growth through consistent one-on-ones performance conversations goal-setting and quarterly and annual reviews
• Interview candidates and contribute to hiring decisions as the team grows

• Personally manage a portfolio of key customer implementations from kickoff through go-live serving as a senior point of contact throughout
• Define and implement scalable onboarding strategies and methodologies that drive successful repeatable project delivery
• Allocate resources based on project demands and help clear roadblocks so your team can move fast
• Ensure customers have a positive confidence-building experience during implementation that sets the foundation for long-term partnership

• Collaborate closely with the Training team on planning and execution to ensure a smooth well-coordinated customer experience
• Work with the Billing team to make sure implementations set customers up for clean claims and a healthy revenue cycle from day one
• Collaborate with Sales Product Engineering and Customer Success to ensure alignment and knowledge transfer throughout the customer lifecycle
• Jump in on company-wide initiativesbecause in a small company everyone contributes beyond their core role

• 5 years of experience in customer onboarding customer support or customer success including 5 years in a leadership role
• Hospice experienceyou understand the workflows regulations and operational realities our customers face
• Proven experience managing complex customer implementations in a SaaS tech or B2B services environment
• A track record fostering strong partnerships with Sales and Product Management to meet customer needs
• Experience thriving in a technology high-growth start-up environment
• Proficiency with Microsoft Office
• Bachelors degree in Business Communications or a related field

• Palliative care experience alongside your hospice background
• Experience in EHR/EMR or healthcare software
• High-level understanding of claims management and revenue cycle workflows
• Working knowledge of JIRA Service Desk or a similar tool
• Experience using AI-enabled tools to accelerate your work

• Knows customer onboarding inside and outthe methodologies the relationships and what makes a launch stick
• Is a strategic and critical thinker who can spot interdependencies between issues and outcomes before they become problems
• Communicates clearly and builds relationships at every level including executive leadership
• Leads and develops people wellcoaching mentoring and managing conflict with a steady hand
• Is an entrepreneurial self-starter who sees problems and fixes them without being asked
• Is flexible and adaptablewhen priorities shift or someone needs help you pivot
• Embraces technology and AI as productivity boosters not threats
• Listens and collaborates well with sales implementation product and support teams

Required Experience:

Director