Experienced Director of Customer Onboarding for Strategic Program Implementation and Customer Success – Remote Opportunity at blithequark

Introduction to blithequark and the Role

At blithequark, we are dedicated to delivering exceptional customer experiences through the successful onboarding and implementation of our programs. As a leader in the industry, we recognize the importance of strategic program implementation and customer success. Our mission is to foster long-term partnerships with our clients, ensuring their satisfaction and the delivery of our programs on or before their target start date. We are now seeking an experienced Director of Customer Onboarding to join our team, leading the onboarding and implementation of approximately 10 programs on an ongoing basis.

Key Responsibilities

The Director of Customer Onboarding will play a critical role in enhancing customer engagement and ensuring smooth program implementation. This individual contributor role requires effective collaboration, proactive problem-solving, and the ability to cultivate a culture of collaboration and shared success with matrix team counterparts across the organization. The key responsibilities of this role include:

• Managing the day-to-day activities of customer onboarding and implementation for assigned programs, ensuring effective collaboration and proactive problem-solving.
• Serving as the key point of contact for customer interactions during the onboarding process, instilling confidence and ensuring blithequark's value proposition is clearly delivered.
• Working collaboratively with cross-functional teams to meet the goal of reducing Time to Onboard (TTO) and enhancing overall customer satisfaction.
• Proactively identifying and addressing risks and issues in program implementations, escalating concerns to leadership as needed.
• Leading contract negotiations and managing customer relationships to ensure clear and effective communication throughout the customer onboarding journey.
• Driving process improvements and adherence to best practices across matrix and onboarding teams.
• Providing comprehensive weekly updates to leadership on program status, challenges, and achievements.
• Facilitating warm and effective transition of programs leading up to and following Go-Live with the "steady state" operations team.
• Managing operational aspects of customer success initiatives, ensuring effective implementation techniques and strategies that enhance overall program success.
• Acting as the primary point of contact for client concerns and feedback, effectively managing relationships to foster long-term partnerships and satisfaction.
• Regularly evaluating and reporting on key performance indicators (KPIs) related to onboarding efficiency and customer satisfaction, using data to drive continuous improvement.

Essential Qualifications

To be successful in this role, the ideal candidate will possess:

• A passion for customer experience, relationship management, and program implementation.
• 3+ years of proven track record in managing complex customer onboarding processes or similar leadership experience within the healthcare/medical services industry.
• Strong strategic thinking and leadership skills, with the ability to work effectively as an individual contributor.
• Excellent communication and negotiation skills, with a demonstrated ability to manage key stakeholder relationships.
• Interpersonal skills to interact effectively with all levels of hospital staff, medical staff, patients, governmental and other external agencies, members of the general public in sensitive, delicate, and/or complex situations.
• Ability to thrive in a fast-paced environment.
• Experience in process improvement, negotiations, and risk management.
• Bachelor's degree in Business, Healthcare Administration, or a related field; Master's degree preferred.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Obstetrical experience and/or physician practice management experience.
• Strong computer skills, extensive experience in Word, Excel & PowerPoint.
• Understanding of medical terminology.
• Knowledge of relevant state and federal healthcare regulations.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Director of Customer Onboarding, you will have the opportunity to:

• Develop and refine your leadership skills, with the potential to take on additional responsibilities and contribute to the growth of our organization.
• Enhance your knowledge of the healthcare/medical services industry, staying up-to-date on the latest trends and best practices.
• Collaborate with cross-functional teams, building relationships and expanding your professional network.
• Participate in training and development programs, designed to support your career advancement and personal growth.

Work Environment and Company Culture

At blithequark, we pride ourselves on our mission-based company culture, which is built on the principles of collaboration, innovation, and customer satisfaction. As a remote employee, you will be part of a dynamic and supportive team, with opportunities to connect with colleagues and contribute to the growth and success of our organization. Our company culture is characterized by:

• A commitment to delivering exceptional customer experiences.
• A collaborative and inclusive work environment, where every employee is valued and respected.
• A focus on innovation and continuous improvement, with opportunities for professional growth and development.
• A comprehensive benefits package, designed to support the well-being and success of our employees.

Compensation, Perks, and Benefits

As a Director of Customer Onboarding at blithequark, you can expect a competitive compensation package, with an annual salary range of $125,000 - $135,000. In addition to your salary, you will be eligible for a comprehensive benefits package, including:

• Paid time off and holidays, so you can spend time with the people you love.
• Medical, dental, and vision insurance for you and your loved ones.
• Health Savings Account (with employer contribution) or Flexible Spending Account options.
• Paid Parental Leave.
• Employer Paid Basic Life and AD&D Insurance.
• Employer Paid Short- and Long-Term Disability.
• Optional Short Term Disability Buy-up plan.
• 401(k) Savings Plan, with ROTH option.
• Legal Plan.
• Identity Theft Services.
• Mental health support and resources.
• Employee Referral program - join our team, bring your friends, and get paid.

Conclusion

If you are a motivated and experienced professional, with a passion for customer experience and program implementation, we encourage you to apply for the Director of Customer Onboarding role at blithequark. As a leader in the industry, we offer a unique opportunity to make a meaningful contribution to the growth and success of our organization, while developing your skills and advancing your career. Join our team and become part of a dynamic and supportive community, dedicated to delivering exceptional customer experiences and making a positive impact in the lives of our clients.