Director of Customer Onboarding (Remote) - Transforming Customer Experiences at careerzynith
At careerzynith, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a leader in the industry, we're seeking a highly skilled and experienced Director of Customer Onboarding to join our team. This key role will be responsible for leading the onboarding and implementation of ~10 OBHG programs on an ongoing basis, fostering a culture of collaboration and shared success with our matrix team counterparts across the organization.
**About careerzynith**
careerzynith is a mission-driven company that values innovation, teamwork, and customer satisfaction. We're committed to delivering high-quality solutions that meet the evolving needs of our clients. Our company culture is built on a foundation of trust, respect, and open communication, making us an attractive employer for talented professionals who share our values.
**Responsibilities of the Director of Customer Onboarding**
As the Director of Customer Onboarding, you'll be responsible for leading the day-to-day activities of customer onboarding and implementation for assigned programs. Your key responsibilities will include:
* **Managing Customer Onboarding and Implementation**: Oversee the onboarding and implementation of ~10 OBHG programs on an ongoing basis, ensuring smooth program implementation and effective collaboration with cross-functional teams.
* **Customer Interaction and Relationship Management**: Serve as the key point of contact for customer interactions during the onboarding process, instilling confidence and ensuring careerzynith's value proposition is clearly delivered.
* **Collaboration and Communication**: Work collaboratively with cross-functional teams to meet the goal of reducing Time to Onboard (TTO) and enhancing overall customer satisfaction.
* **Risk Management and Issue Resolution**: Proactively identify and address risks and issues in program implementations, escalating concerns to leadership as needed.
* **Contract Negotiations and Relationship Management**: Lead contract negotiations and manage customer relationships to ensure clear and effective communication throughout the customer onboarding journey.
* **Process Improvement and Adherence**: Drive process improvements and adherence to best practices across matrix and onboarding teams.
* **Weekly Updates and Reporting**: Provide comprehensive weekly updates to leadership on program status, challenges, and achievements.
* **Program Transition and Handover**: Facilitate warm and effective transition of programs leading up to and following Go-Live with the "steady state" operations team.
* **Customer Success Initiatives**: Manage operational aspects of customer success initiatives, ensuring effective implementation techniques and strategies that enhance overall program success.
* **Client Concerns and Feedback**: Act as the primary point of contact for client concerns and feedback, effectively managing relationships to foster long-term partnerships and satisfaction.
* **Performance Metrics and Evaluation**: Regularly evaluate and report on key performance indicators (KPIs) related to onboarding efficiency and customer satisfaction, using data to drive continuous improvement.
**Essential Skills, Credentials, Experience, and Education**
To succeed in this role, you'll need:
* **Passion for Customer Experience**: A genuine passion for delivering exceptional customer experiences and building strong relationships with clients.
* **Leadership Experience**: 3+ years of proven track record in managing complex customer onboarding processes or similar leadership experience within the healthcare/medical services industry.
* **Strategic Thinking and Leadership**: Strong strategic thinking and leadership skills, with the ability to work effectively as an individual contributor.
* **Communication and Negotiation Skills**: Excellent communication and negotiation skills, with a demonstrated ability to manage key stakeholder relationships.
* **Interpersonal Skills**: 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**: Ability to thrive in a fast-paced environment with multiple priorities and deadlines.
* **Experience in Process Improvement, Negotiations, and Risk Management**: Experience in process improvement, negotiations, and risk management.
* **Bachelor's Degree in Business, Healthcare Administration, or a Related Field**: A Bachelor's degree in Business, Healthcare Administration, or a related field; Master's degree preferred.
**Preferred Skills, Credentials, Experience, and Education**
While not required, the following skills and experience are highly desirable:
* **Obstetrical Experience and/or Physician Practice Management Experience**: Preferred Obstetrical experience and/or physician practice management experience.
* **Strong Computer Skills**: Strong computer skills, extensive experience in Word, Excel & PowerPoint.
* **Understanding of Medical Terminology**: Preferred understanding of medical terminology.
* **Knowledge of Relevant State and Federal Healthcare Regulations**: Knowledge of relevant state and federal healthcare regulations.
**Mental and Physical Demands**
This role requires:
* **Sitting for Long Periods of Time**: Sitting for long periods of time, occupation requires this activity more than 66% of the time (5.5+ hrs/day).
* **Moderate to Extensive Air and Land Travel**: Moderate to extensive air and land travel (35%+) between corporate headquarters and client locations.
**What We Offer - The Good Stuff**
At careerzynith, we're committed to providing a comprehensive benefits package that supports your physical, emotional, and financial well-being. Our benefits include:
* **Mission-Based Company Culture**: A mission-based company with an amazing company culture.
* **Paid Time Off and Holidays**: Paid time off & holidays so you can spend time with the people you love.
* **Medical, Dental, and Vision Insurance**: Medical, dental, and vision insurance for you and your loved ones.
* **Health Savings Account (with Employer Contribution) or Flexible Spending Account Options**: Health Savings Account (with employer contribution) or Flexible Spending Account options.
* **Paid Parental Leave**: Paid Parental Leave.
* **Employer-Paid Basic Life and AD&D Insurance**: Employer-Paid Basic Life and AD&D Insurance.
* **Employer-Paid Short- and Long-Term Disability**: Employer-Paid Short- and Long-Term Disability.
* **Optional Short-Term Disability Buy-up Plan**: Optional Short-Term Disability Buy-up plan.
* **401(k) Savings Plan with ROTH Option**: 401(k) Savings Plan, with ROTH option.
* **Legal Plan**: Legal Plan.
* **Identity Theft Services**: Identity Theft Services.
* **Mental Health Support and Resources**: Mental health support and resources.
* **Employee Referral Program**: Employee Referral program - join our team, bring your friends, and get paid.
**Apply Now**
If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website: Apply Job!
Apply for this job
**About careerzynith**
careerzynith is a mission-driven company that values innovation, teamwork, and customer satisfaction. We're committed to delivering high-quality solutions that meet the evolving needs of our clients. Our company culture is built on a foundation of trust, respect, and open communication, making us an attractive employer for talented professionals who share our values.
**Responsibilities of the Director of Customer Onboarding**
As the Director of Customer Onboarding, you'll be responsible for leading the day-to-day activities of customer onboarding and implementation for assigned programs. Your key responsibilities will include:
* **Managing Customer Onboarding and Implementation**: Oversee the onboarding and implementation of ~10 OBHG programs on an ongoing basis, ensuring smooth program implementation and effective collaboration with cross-functional teams.
* **Customer Interaction and Relationship Management**: Serve as the key point of contact for customer interactions during the onboarding process, instilling confidence and ensuring careerzynith's value proposition is clearly delivered.
* **Collaboration and Communication**: Work collaboratively with cross-functional teams to meet the goal of reducing Time to Onboard (TTO) and enhancing overall customer satisfaction.
* **Risk Management and Issue Resolution**: Proactively identify and address risks and issues in program implementations, escalating concerns to leadership as needed.
* **Contract Negotiations and Relationship Management**: Lead contract negotiations and manage customer relationships to ensure clear and effective communication throughout the customer onboarding journey.
* **Process Improvement and Adherence**: Drive process improvements and adherence to best practices across matrix and onboarding teams.
* **Weekly Updates and Reporting**: Provide comprehensive weekly updates to leadership on program status, challenges, and achievements.
* **Program Transition and Handover**: Facilitate warm and effective transition of programs leading up to and following Go-Live with the "steady state" operations team.
* **Customer Success Initiatives**: Manage operational aspects of customer success initiatives, ensuring effective implementation techniques and strategies that enhance overall program success.
* **Client Concerns and Feedback**: Act as the primary point of contact for client concerns and feedback, effectively managing relationships to foster long-term partnerships and satisfaction.
* **Performance Metrics and Evaluation**: Regularly evaluate and report on key performance indicators (KPIs) related to onboarding efficiency and customer satisfaction, using data to drive continuous improvement.
**Essential Skills, Credentials, Experience, and Education**
To succeed in this role, you'll need:
* **Passion for Customer Experience**: A genuine passion for delivering exceptional customer experiences and building strong relationships with clients.
* **Leadership Experience**: 3+ years of proven track record in managing complex customer onboarding processes or similar leadership experience within the healthcare/medical services industry.
* **Strategic Thinking and Leadership**: Strong strategic thinking and leadership skills, with the ability to work effectively as an individual contributor.
* **Communication and Negotiation Skills**: Excellent communication and negotiation skills, with a demonstrated ability to manage key stakeholder relationships.
* **Interpersonal Skills**: 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**: Ability to thrive in a fast-paced environment with multiple priorities and deadlines.
* **Experience in Process Improvement, Negotiations, and Risk Management**: Experience in process improvement, negotiations, and risk management.
* **Bachelor's Degree in Business, Healthcare Administration, or a Related Field**: A Bachelor's degree in Business, Healthcare Administration, or a related field; Master's degree preferred.
**Preferred Skills, Credentials, Experience, and Education**
While not required, the following skills and experience are highly desirable:
* **Obstetrical Experience and/or Physician Practice Management Experience**: Preferred Obstetrical experience and/or physician practice management experience.
* **Strong Computer Skills**: Strong computer skills, extensive experience in Word, Excel & PowerPoint.
* **Understanding of Medical Terminology**: Preferred understanding of medical terminology.
* **Knowledge of Relevant State and Federal Healthcare Regulations**: Knowledge of relevant state and federal healthcare regulations.
**Mental and Physical Demands**
This role requires:
* **Sitting for Long Periods of Time**: Sitting for long periods of time, occupation requires this activity more than 66% of the time (5.5+ hrs/day).
* **Moderate to Extensive Air and Land Travel**: Moderate to extensive air and land travel (35%+) between corporate headquarters and client locations.
**What We Offer - The Good Stuff**
At careerzynith, we're committed to providing a comprehensive benefits package that supports your physical, emotional, and financial well-being. Our benefits include:
* **Mission-Based Company Culture**: A mission-based company with an amazing company culture.
* **Paid Time Off and Holidays**: Paid time off & holidays so you can spend time with the people you love.
* **Medical, Dental, and Vision Insurance**: Medical, dental, and vision insurance for you and your loved ones.
* **Health Savings Account (with Employer Contribution) or Flexible Spending Account Options**: Health Savings Account (with employer contribution) or Flexible Spending Account options.
* **Paid Parental Leave**: Paid Parental Leave.
* **Employer-Paid Basic Life and AD&D Insurance**: Employer-Paid Basic Life and AD&D Insurance.
* **Employer-Paid Short- and Long-Term Disability**: Employer-Paid Short- and Long-Term Disability.
* **Optional Short-Term Disability Buy-up Plan**: Optional Short-Term Disability Buy-up plan.
* **401(k) Savings Plan with ROTH Option**: 401(k) Savings Plan, with ROTH option.
* **Legal Plan**: Legal Plan.
* **Identity Theft Services**: Identity Theft Services.
* **Mental Health Support and Resources**: Mental health support and resources.
* **Employee Referral Program**: Employee Referral program - join our team, bring your friends, and get paid.
**Apply Now**
If you're a motivated and experienced professional who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website: Apply Job!
Apply for this job