Associate Director, Customer Engagement

About the Role

As a member of the Customer Engagement team, you will report to the Head of Deployment and lead cross-functional projects by facilitating the delivery of our products to customers through the implementation process. Additionally, you will continue the relationship with the customer post implementation by showing ROI and assisting with ongoing product maintenance.

You’ll be an instrumental member of our dynamic, mission-driven team, acting as a servant leader to close gaps in software, product, and customer experience. You will solve exciting problems every day as you drive continuous improvement in how your teams work and what they deliver, always staying a step ahead on risks and opportunities.

This is a customer-facing role with minimal travel.

Candidates for this role must be based in either the SF Bay Area or NYC and attend our in office days (2-3x/week).

What You'll Do

• Lead implementation teams (pods) to drive the deployment of products for customers, picking up at the point of contract signature
• Manage 6 - 8 active and mature projects concurrently, depending on complexity
• Execute and complete project plans, identify and monitor issues, track risks and dependencies and ensure project plans are up to date at all times. Track and remove barriers to progress
• Track progress and prepare status reports on a regular basis to the client, internal project team, and other stakeholders
• Demonstrate flexibility and creative problem-solving to deliver to clients
• Coordinate customer communications, prepare for external and internal project meetings
• Run data using internal dashboarding to support project updates, particularly post implementation to show ROI and ongoing product health
• Occasional travel as needed

Skills & Qualifications

• Bachelor's Degree and/or relevant experience
• 8+ years of experience leading software development projects. Ideal candidates have experience at scrappy, fast-moving startups as well as more established companies operating at scale.
• Healthcare experience preferred
• Expertise in technical implementations
• Must have client-facing experience in an enterprise software and professional services or consulting environment
• Project management experience that includes managing cross-functional teams, designing and executing timelines, and managing individuals across multiple project simultaneously
• Strong written and verbal communication skills
• Ability to identify options and suggest solutions to solve problems
• Excellent organizational skills and the ability to conscientiously manage and follow up on multiple concurrent workstreams on tight deadlines
• Proficiency with technical concepts and an ability to learn technical concepts quickly
• Experience with JIRA, Confluence, and other project management tools
• PMP Certification is a plus

What We Offer

• Flexible paid time off (PTO)
• Expansive coverage for health, dental, and vision
• Employer contribution to Health Savings Accounts (HSA)
• Generous parental leave policy
• Full employee coverage for life insurance
• Home office stipend
• Cell phone/internet reimbursement
• Company-paid holidays
• 401(K) plan

Compensation

• Based on geo, market data, and other factors, the salary range for this position is $140K - $175K + Variable + Equity. However, a salary higher or lower than this range may be appropriate for a candidate whose qualifications differ meaningfully from those listed in the job description.

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

We’re committed to doing the best work of our lives, together. Come see if we're the right team for you.