Director, Provider Enablement and Success
New
J
JobgetherHealthcare Technology
USFull-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 within a healthcare technology environment.
- Required Skills
- LeadershipChange ManagementCustomer SuccessGenerative AIData analyticsCustomer support
Requirements
- Bachelor’s degree required.
- 10+ years of experience in customer success, customer support, customer enablement, or related functions within a healthcare technology environment.
- 5+ years of experience leading managers and customer-facing teams.
- Prior experience with Epic environments required, including applications, implementation, training, support, analytics, operations, or customer success functions.
- Demonstrated experience working directly with healthcare provider organizations and clinical stakeholders.
- Proven ability to lead cross-functional operational improvement initiatives and organizational change efforts.
- Experience using generative AI tools to improve operational efficiency, customer programs, and team scalability.
- Experience developing KPIs, operational dashboards, executive reporting, and performance reviews.
- Strong leadership, coaching, organizational development, and performance management skills.
- Strong stakeholder management skills with the ability to influence technical, product, implementation, and customer-facing teams.
- Ability to travel up to 20% for customer meetings, team collaboration, and business needs.
Responsibilities
- Lead provider support, learning, and enablement operations to deliver consistent training, communications, self-service resources, and customer support experiences.
- Define operational goals, service standards, priorities, and success metrics aligned with provider outcomes and organizational objectives.
- Establish operating rhythms, reporting structures, and accountability processes across support, training, knowledge management, release readiness, and adoption initiatives.
- Drive improvements that increase team effectiveness, scalability, customer experience, and operational discipline.
- Identify opportunities to leverage generative AI tools to improve workflows, customer communications, training programs, and enablement capabilities.
- Own customer enablement outcomes, including satisfaction metrics, support performance, training effectiveness, adoption trends, and engagement levels.
- Develop programs that increase adoption of key workflows, features, and best practices across the provider community.
- Establish and manage Voice of Customer programs using feedback, support trends, satisfaction insights, and operational data.
- Lead, coach, and develop provider enablement teams while fostering accountability, collaboration, and continuous improvement.
- Communicate customer trends, performance metrics, risks, and recommendations through executive reporting and business reviews.
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