Director, Provider Enablement and Success
New
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Interwell HealthHealthcare Technology
Remote, United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 10+ years of experience in customer success, customer support, customer enablement, or related functions; 5+ years of experience leading managers and customer-facing teams.
- Required Skills
- Cross-functional Team LeadershipChange ManagementCustomer SuccessGenerative AIData analyticsCustomer support
Requirements
- Bachelor’s degree.
- 10+ years of experience in customer success, customer support, customer enablement, or related functions in a healthcare technology environment.
- 5+ years of experience leading managers and customer-facing teams.
- Prior Epic experience required, including experience in applications, training, support, implementation, operations, analytics, or customer success.
- Demonstrated experience leading cross-functional operational improvement initiatives and organizational change efforts.
- Demonstrated experience leveraging generative AI tools to improve operational efficiency.
- Experience developing KPIs, operational reporting, and executive dashboards.
- Ability to establish practical operating models and scalable processes.
- Excellent written, verbal, and executive communication and facilitation skills.
- Up to 20% travel for customer meetings or onsite business needs.
Responsibilities
- Lead Customer Support, Learning, and Enablement Operations to deliver effective support, training, communications, and self-service resources.
- Set operational goals, service standards, and success metrics aligned to organizational objectives.
- Establish operating rhythms, accountability mechanisms, and reporting for support and adoption activities.
- Drive strategic use of generative AI to enhance operational efficiency and scale enablement capabilities.
- Own customer enablement outcomes, including NPS, SLA performance, training effectiveness, and feature adoption.
- Partner with Implementation teams to ensure effective onboarding and training for new customers.
- Establish a Voice of Customer program to translate feedback into product and process improvements.
- Lead and develop the Provider Enablement team, fostering accountability and continuous improvement.
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