**Director of Customer Onboarding (Remote) at blithequark**

**Join the blithequark Team and Revolutionize Customer Onboarding** Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments and have a knack for building strong relationships with clients? If so, we invite you to join blithequark as our Director of Customer Onboarding. In this critical role, you will lead the onboarding and implementation of our OBHG programs, fostering a culture of collaboration and shared success with our matrix team counterparts. **About blithequark** blithequark is a mission-driven organization that prioritizes delivering exceptional customer experiences. Our team is dedicated to providing innovative solutions that meet the evolving needs of our clients. As a leader in the industry, we are committed to fostering a culture of collaboration, innovation, and growth. If you share our values and are passionate about making a difference, we encourage you to apply for this exciting opportunity. **Responsibilities of the Director of Customer Onboarding** As the Director of Customer Onboarding, you will be responsible for leading the onboarding and implementation of our OBHG programs. Your key responsibilities will include: * **Managing Day-to-Day Activities**: You will oversee the day-to-day activities of customer onboarding and implementation for assigned programs, ensuring seamless execution and timely delivery. * **Customer Interaction**: As the key point of contact for customer interactions during the onboarding process, you will instill confidence and ensure our value proposition is clearly delivered. * **Collaboration and Problem-Solving**: You will work collaboratively with cross-functional teams to meet the goal of reducing Time to Onboard (TTO) and enhancing overall customer satisfaction. Proactively identifying and addressing risks and issues in program implementations, you will escalate concerns to leadership as needed. * **Contract Negotiations and Customer Relationships**: You will lead contract negotiations and manage customer relationships to ensure clear and effective communication throughout the customer onboarding journey. * **Process Improvements**: You will drive process improvements and adherence to best practices across matrix and onboarding teams, ensuring efficient and effective program implementation. * **Weekly Updates**: You will provide comprehensive weekly updates to leadership on program status, challenges, and achievements. * **Program Transition**: You will facilitate warm and effective transition of programs leading up to and following Go-Live with the "steady state" operations team. * **Customer Success Initiatives**: You will manage operational aspects of customer success initiatives, ensuring effective implementation techniques and strategies that enhance overall program success. * **Client Concerns and Feedback**: You will act as the primary point of contact for client concerns and feedback, effectively managing relationships to foster long-term partnerships and satisfaction. * **Key Performance Indicators (KPIs)**: You will regularly evaluate and report on key performance indicators related to onboarding efficiency and customer satisfaction, using data to drive continuous improvement. **Essential Skills/Credentials/Experience/Education** To succeed in this role, you will need: * **Passion for Customer Experience**: A 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 a focus on delivering exceptional customer experiences. * **Experience in Process Improvement, Negotiations, and Risk Management**: Experience in process improvement, negotiations, and risk management. * **Education**: Bachelor's degree in Business, Healthcare Administration, or a related field; Master's degree preferred. **Preferred Skills/Credentials/Experience/Education** While not required, the following skills and experience are preferred: * **Obstetrical Experience and/or Physician Practice Management Experience**: Preferred obstetrical experience and/or physician practice management experience. * **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** As a remote employee, you will be required to: * **Sitting for Long Periods of Time**: Sitting for long periods of time, with occupation requiring 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 blithequark, we offer a comprehensive benefits package that includes: * **Mission-Based Company Culture**: A mission-based company with an amazing company culture. * **Paid Time Off & 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 are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. 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