We’re looking for a Director, Implementation and Client Services to lead the implementation and client services teams and ensure client service goals are met. The successful candidate is responsible for redesigning and maintaining the implementation workflow, building a client services team and workflow, managing client inquiries and maintaining relationships with key stakeholders across the business. This role reports to SVP, Account Management.
Responsibilities will include:
- Lead and manage the implementation and client services teams, providing strategy, training and guidance for new implementations
- Develop and execute implementation and client service workflows and templates to ensure consistency and quality across teams
- Design client onboarding, including training and education to establish client satisfaction
- Establish and maintain relationships and collaborate with key internal stakeholders (product, engineering, feeds, concierge, claims, marketing, sales, etc.) to ensure alignment and delivery of high quality service that meets client's needs
- Lead a team to respond to client inquiries, feedback and concerns in a timely and professional manner
- Track implementation and client services metrics and provide regular updates and data driven recommendations to leadership
Ideal candidate has:
- 7+ years of client implementation, product/service implementations and/or experience within digital health space, ideally a fast-growing start-up
- 5+ years of building and leading implementation and/or client services teams
- Experience within health plans, insurance, healthtech or consulting space is highly desirable
- Proven track record of designing and improving strategies, translate them into initiatives and track successful delivery including client implementation, onboarding and client issue triage processes to increase efficiency and client satisfaction
- Knowledge of Zendesk and other customer service software and systems is highly desirable
- Ability to work, stay organized and hold team accountable in a fast paced, ambiguous environment with multiple competing priorities
- Excellent communication, problem solving and organizational skills
- Project management experience is highly desirable
- A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success
- Experience working in a rapidly evolving startup environment
- A desire to be a part of our mission to improve the U.S. healthcare system
What we look for at Garner:
- Mission First: Our mission is to transform our healthcare system, delivering high quality and affordable care to all. Everything else is secondary.
- Expect Extraordinary: Our mission is audacious, so we will only succeed by producing exceptional results. We continually push ourselves and each other to new heights and beyond our comfort zones.
- Courageous Communication: Transparency and candor are imperative to realizing our potential as an organization and as individuals—even when uncomfortable. Many companies talk about these values. We live them.
- Supportive community: We know that people do their best work and learn the most when they feel genuinely supported and cared for. It’s also more fun that way.
The target base salary range for this position is: $145,000- $175,000. This position is also bonus eligible. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws. In addition to base compensation, this role is eligible to participate in our equity incentive and competitive benefits plans.
