Director, Client Implementation

Director, Client Implementation

The Director, Client Implementation is responsible for ensuring the best client experience and developing appropriate programs to that end. This position acts as the Subject Matter Expert (SME) in the Release of Information (ROI) space and is primarily focused on the successful implementation of new clients as well as expansion of services for existing clients. This is a client facing position and requires impeccable communication and business savvy to engage and influence current and prospective clients. This is a remote position with the expectation of 50% travel.

Duties & Responsibilities:

• Work closely with the Director, Project Management Office (PMO) to successfully onboard new client accounts as well as the expansion of services for existing clients.
• Manage and direct the Implementation team ensuring duties are assigned and deliverables are met
• Provide subject matter expertise to the Sales team during the client engagement phase, ensuring that deal models and proposed budgets and services are accurate
• Provide feedback and training to project resources in order to meet client needs and support Go-Live activities
• Plan, manage and oversee onsite and remote training and demos using online web tools for potential, new and existing clients as needed
• Lead implementation management supporting Operations and Technical teams to fully execute through go live
• Conduct 90-day evaluation for new clients and follow-up as needed with any pending items needing resolution, documenting all findings
• Work closely with Marketing to provide ongoing feedback on client satisfaction reports and work to obtain client case study partners for ongoing marketing and sales efforts
• Participate in regularly scheduled Product Management calls/meetings to contribute valuable client feedback on Verisma products and services
• Assist Research and Development in developing online training materials/tools for internal Operations team and external client partners
• Manage and track client at risk and retention reports
• Live by and promote Verisma Core Values

Minimum Qualifications:

• Bachelor’s degree, preferred
• 15+ years in healthcare management with a strong focus on direct client management
• Release of Information management experience preferred
• Minimum of 10 years’ experience in healthcare operations, specifically working with regulatory issues, policy development, compliance, and investigation resolution
• Ability to communicate effectively with clients, staff members and management in both verbal and written forms
• Ability to define problems, collect data, draw conclusions, and distribute results through reporting
• Ability to maintain confidentiality
• Self-motivated and results-oriented while working with minimal supervision
• Strong interpersonal skills, ability to collaborate with multiple departments
• Ability to multi-task and work in a fast-pasted, dynamic environment