Director of Customer Onboarding

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee daily onboarding and implementation tasks for designated customer programs

• Act as the main point of contact for customers throughout the onboarding process

• Clearly communicate and reinforce the organization’s value proposition during the implementation phase

• Work collaboratively with cross-functional teams to minimize Time to Onboard and enhance customer satisfaction

• Identify, manage, and escalate any risks and issues related to implementation

• Lead discussions regarding contracts and foster strong relationships with customers

• Initiate improvements in the onboarding process and ensure adherence to best practices

• Provide weekly updates on program status to upper management

• Transition customers from the onboarding phase to stable operations before and after the Go-Live

• Monitor, assess, and report on KPIs pertaining to onboarding efficiency and customer satisfaction

• Serve as a trusted advisor for client concerns, feedback, and the development of long-term partnerships

⛳️ Requirements

• Over 3 years of experience in leading complex customer onboarding, implementation, or client delivery projects

• Demonstrated success in managing customer relationships in a dynamic, matrixed environment

• Strong strategic thinking abilities with a capacity to work independently

• Exceptional communication, presentation, and negotiation skills

• Experience with process enhancement, risk management, and operational execution

• Bachelor’s degree in Business, Healthcare Administration, or a related area

• Master’s degree in a relevant field is preferred

• Background in healthcare, medical services, or physician practice management is preferred

• Experience in obstetrical or clinical operations is preferred

• Familiarity with healthcare regulations and medical terminology is preferred

• Advanced skills in Microsoft Word, Excel, and PowerPoint are preferred

🏝️ Benefits

• Paid time off and holidays

• Medical, dental, and vision insurance

• Health Savings Account with employer contribution

• Flexible Spending Account options

• Employer-paid Basic Life and AD&D Insurance

• Employer-paid short- and long-term disability

• Optional short-term disability buy-up plan

• Paid parental leave

• 401(k) Savings Plan with matching contributions

• Legal Plan and Identity Theft Services

• Mental health support and resources

• Mission-driven company culture