Director of Onboarding – Implementation

This is a fully remote position, open to applicants in United States, +2 more locations.

📋 Description

• Establish and promote a multi-year vision for onboarding and implementation at EverHealth, converting it into a detailed roadmap across the EHR and billing product lines.

• Take ownership of time-to-first-value as the primary metric for the team, redesigning milestones, workflows, and staffing models to reduce it without sacrificing quality.

• Collaborate with Sales to view onboarding as an extension of the purchasing experience, reinforcing the initial value proposition and generating momentum for retention and growth.

• Transition the team's operating model from feature training to a consultative, workflow-based implementation approach.

• Oversee onboarding across various product and feature adoptions, including payments and RCM, integrating them into a singular implementation.

• Develop and enhance a scalable, predominantly virtual delivery model for a high-volume base of small and medium-sized practices, reserving onsite engagements for exceptional cases.

• Lead a team of managers while supporting the development of the management team and frontline specialists, creating career advancement paths.

• Generate repeatable playbooks, journey maps, and AI-powered tools to scale operations efficiently while preserving a customized customer experience.

• Collaborate with Product, Support, Customer Success, and Sales to close feedback loops, resolve systemic issues, and guarantee seamless transitions.

• Define, monitor, and report onboarding metrics such as time to first value, time to go-live, onboarding CSAT, and adoption rates at 30/60/90 days.

• Act as an executive escalation point for at-risk implementations and collaborate across functions to revive stalled onboardings.

• Report directly to the VP of Customer Experience.

⛳️ Requirements

• Over 8 years of experience leading Onboarding, Implementation, or Professional Services teams in SaaS, including a minimum of 3 years in a director-level or equivalent leadership role.

• Established experience in building or scaling a high-volume, remote-first onboarding model for small and medium-sized customers, rather than a heavily onsite or enterprise-focused implementation environment.

• Proven success in transforming a team's strategy from transactional training to consultative, outcomes-driven customer engagement, leveraging AI and foundational digital content to enhance the experience.

• Profound understanding of time-to-value, adoption, and onboarding health metrics, with the capability to translate data into operational improvements.

• Experience managing onboarding processes across multiple distinct products or workflows concurrently.

• Strong executive presence and cross-functional influence, with a capacity to collaborate closely with Sales, Product, and Customer Success leadership.

• Demonstrated ability to create scalable processes, playbooks, and tools from the ground up.

• Experience with EHR, practice management, or medical billing/revenue cycle management software is preferred.

• Background in healthcare technology, digital health, or experience working with small and medium-sized healthcare practices is preferred.

• Experience navigating HIPAA-compliant environments or other regulated sectors is preferred.

• Familiarity with onboarding/CS tools (e.g., Salesforce, Gainsight, Totango, Smartsheet, or similar) is preferred.

• An MBA or relevant advanced degree is a plus.

• Must possess eligibility to work without sponsorship.

🏝️ Benefits

• Flexibility to work where/how you prefer within your country of employment – in-office, remote, or hybrid.

• Comprehensive health and wellness benefits, including an annual wellness stipend.

• 401k plan with up to a 4% match and immediate vesting.

• Flexible and generous (FTO) time-off policy.

• Employee Stock Purchase Program.

• Student Loan Repayment Program.

• Incentive variable available in most US locations.