Director, Provider Enablement and Success

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

📋 Description

• Oversee Customer Support, Learning, and Enablement Operations throughout the customer lifecycle.

• Define operational objectives, priorities, service standards, and success metrics that align with customer outcomes.

• Implement operating rhythms, accountability frameworks, and reporting structures across support, learning, release readiness, knowledge management, and adoption.

• Enhance team efficiency, customer experience, scalability, and operational discipline.

• Explore strategic applications of generative AI to boost efficiency, customer communications, learning initiatives, workflows, support, and enablement.

• Own customer enablement outcomes, including NPS, support SLA performance, training effectiveness, feature adoption, customer engagement, and self-service utilization.

• Collaborate with Implementations to instruct and enable new customers in using Interwell Acumen.

• Create programs to enhance the adoption of workflows, features, and best practices.

• Monitor customer health indicators and adoption trends to detect risks and opportunities.

• Establish a Voice of Customer program and convert insights into enhancements for product, workflow, documentation, training, communication, and support.

• Work alongside Product, Epic Applications, and stakeholders to prioritize customer-driven enhancements.

• Spearhead initiatives to decrease avoidable support volume and bolster self-service capabilities.

• Lead, mentor, and develop the Provider Enablement team.

• Act as an escalation point for significant customer experience issues, adoption hurdles, and operational risks.

• Build collaborations with Product, Development, Epic Applications, Implementations, Account Management, Marketing, and other stakeholders.

• Relay trends in customer experience, operational performance, risks, and recommendations through reporting and business reviews.

⛳️ Requirements

• Bachelor’s degree.

• Over 10 years of experience in customer success, customer support, customer enablement, or related roles in a healthcare technology setting.

• At least 5 years of experience leading managers and customer-facing teams.

• Prior experience with Epic is essential, including applications, training, support, implementation, operations, analytics, or customer success roles.

• Direct experience with healthcare provider organizations.

• Proven track record in leading cross-functional operational improvement initiatives and organizational change efforts.

• Familiarity with leveraging generative AI tools to enhance operational efficiency and customer-facing programs.

• Experience in developing KPIs, operational reports, executive dashboards, or business performance reviews.

• Strong skills in coaching, performance management, prioritization, and organizational development.

• Capability to establish operating models, performance routines, service standards, and scalable processes.

• Ability to influence technical, product, implementation, and customer-facing teams.

• Excellent written, verbal, executive communication, facilitation, and change management abilities.

• Experience in translating customer needs and operational trends into priorities and coordinated execution.

• Proficiency in interpreting support data, customer feedback, adoption trends, training insights, and operational metrics.

• Preferred: Experience in supporting Epic Community Connect environments.

• Preferred: Familiarity with Salesforce Service Cloud, LMS platforms, or knowledge management systems.

• Preferred: Experience with customer onboarding, Voice of Customer programs, NPS programs, or customer advisory boards.

🏝️ Benefits

• Up to 20% travel for customer meetings, internal team meetings, or on-site business needs.

• Mission-driven work aimed at helping patients live their best lives.

• An inclusive, diverse, and equitable recruiting and workplace environment.