Director, Product Implementation

Role: Director, Product Implementation

Location: Remote. Must work in a location within the United States.

Travel: Up to 25%

Classification: Exempt

Reports to: Assistant Vice President, Client Success

Salary Range: Commensurate with experience

About the role

The Director of Product  Implementation serves in a pivotal capacity shaping the client success journey from the very beginning. This role will be responsible for leading and continuously improving the onboarding process to ensure that clients fully understand and leverage revology SaaS solutions to achieve their goals. The Director of Product Implementation will collaborate closely with cross-functional teams – including sales, product and client success – to develop an onboarding experience with a service-first mindset. This role will be responsible for building and scaling the client onboarding and implementation team as the company grows – including creating repeatable processes and playbooks to accelerate and optimize the client onboarding process.

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.

The statements stated in this job description reflect the general duties as necessary to describe the basic function, essential job duties/responsibilities, job requirements, physical requirements and working conditions typically required, and should not be considered an all-inclusive listing of the job.  Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise balance the workload.

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.

Remote work requirements

Internet capability must be a high-speed internet connection of 40 Mbps speeds or greater.

Physical requirements

Must be able to perform physical activities, such as, but not limited to: moving or handling (lifting, pushing, pulling and reaching overhead) office equipment and supplies weighing 1 to 25 lbs. unassisted.  Frequently required to sit for extended periods during the workday.  Manual dexterity and visual acuity required.  Must be able to communicate effectively on the telephone and in person.

Working conditions

Work will generally be performed indoors in an office environment.  Must maintain a professional appearance and manner.  

Employment eligibility

Candidates must be legally authorized to work in the United States without sponsorship.