Director, Product Implementation
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Job Description
Director of Product Implementation at Revology responsible for shaping the client success journey. Leading the onboarding process to enhance client engagement and SaaS solution utilization.
Responsibilities:
- Design, implement and refine systems, processes and playbooks throughout the client onboarding lifecycle to elevate the client experience.
- Develop metrics to measure client onboarding success, gather client feedback, and continuously refine processes based on learnings.
- Advise on industry best practices and tools to ensure deliverables are met and client objectives are achieved.
- Guide and provide leadership to members of the Client Onboarding team including but not limited to Implementation Engineers who will be responsible for the file extract and data validation efforts.
- Provide regular reporting on onboarding status, risk, trends, and opportunities for improvement.
- Ensure continuity and seamless handoff(s) between the Sales and Client Success teams.
- Positively and deliberately engage with colleagues - external and internal - to foster collaborative and productive relationships.
- Comply with and hold with utmost regard all compliance requirements to protect patient privacy and confidentiality.
- Stay curious, kind and contribute positively to the Revology culture. The health + harmony of the team is everybody’s responsibility at Revology.
Requirements:
- 5+ years of experience in a high volume, fast paced environment, preferably in a client-facing role in a B2B SaaS function.
- Proven ability to build strong, trust-based relationships with clients and internal stakeholders, ensuring a seamless onboarding experience that prioritizes client success.
- Proven ability to lead, mentor and inspire the client onboarding team, fostering a culture of excellence and service.
- Experience in training team members to deliver a "white glove" client experience, ensuring that every interaction is personalized and attentive to client needs.
- Experience in managing complex projects with multiple stakeholders and cross-functional teams.
- Significant experience with the full client lifecycle and managing client relationships.
- Demonstrated track record in leading discussions and decision-making, ensuring SaaS data interfaces/files meet Revology and (and revenue cycle) best practices for compatibility, scalability, and maintainability.
- Proven ability to manage client escalations to timely resolution resulting in increased client satisfaction and retention.
- Demonstrated ability to communicate, present and influence credibly at all levels of an organization, including executive and C-level.
- Experience with Salesforce or other CRM systems to manage client onboarding goals and milestones.
- Project management certifications (PMP, Agile/Scrum) are highly desirable.
Benefits:
- Inclusive environment
- Equal opportunity employer
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