Director, Implementation

Clearwave Corporation•Atlanta, GA

About The Position

Clearwave is seeking a Director of Implementation to lead the teams responsible for onboarding new clients onto the platform and maintaining existing revenue health post-go-live. This role has end-to-end ownership of the Eligibility and Implementation teams, is accountable for installed revenue and on-time delivery across the project portfolio, and serves as the point of escalation for implementations requiring additional attention. The Director will also function as an individual contributor, personally implementing select net-new clients and ad-hoc projects, and acting as a liaison between Sales, Product, and Implementation throughout the client lifecycle. This is a hands-on leadership position for an individual comfortable with team management, installed revenue oversight, and direct project configuration and delivery.

Requirements

6+ years of experience in implementation, onboarding, professional services or client delivery.
2+ years in a people leadership role.
Experience managing teams responsible for both delivery timelines and revenue linked outcomes.
Strong team coaching and training experience, managing and cultivating team at the individual level.
Strong project management skills with the ability to run multiple concurrent implementations at varying stages.
Comfortable serving as an escalation point and driving resolution under pressure, without losing sight of the client relationship.
Willingness and ability to work as an individual contributor on select projects, not just manage from a distance.
Excellent cross-functional communication skills, with experience acting as a liaison between sales, product, CS and delivery teams.

Nice To Haves

Bachelor’s degree preferred.
Healthcare, revenue cycle, PM System or health IT experience strongly preferred.
PMP nice to have.

Responsibilities

Manage, coach, and develop the Eligibility and Implementation teams, setting clear goals, workload distribution, and performance expectations.
Build scalable processes and playbooks that let the team deliver consistently as client volume grows.
Occasionally recruit, onboard, and ramp new implementation and eligibility team members.
Represent Implementation in cross-functional planning to keep Sales, Product, CS, Support, and Implementation aligned on client commitments.
Ensure internal and client-facing documentation is up to date for team delivery.
Own installed revenue targets, tracking and reporting forecast and progress, and identifying risks to timely recognition.
Ensure implementation projects are scoped, scheduled, and delivered on time, partnering with clients and internal teams to keep timelines on track.
Build and maintain reporting on project status, timelines, and installed revenue for leadership visibility.
Serve as the handoff point between Sales and Implementation, ensuring deal scope, client expectations, and deal details transfer as cleanly as possible.
Partner with Product to represent internal and external feedback that should inform the roadmap, understand upcoming product enhancements, and provide training to the implementation team on new products.
Serve as the primary escalation point for implementations that are at risk, stalled, or facing client dissatisfaction.
Diagnose root causes on at-risk projects and drive resolution plans, pulling in the right internal stakeholders.
Communicate proactively with clients and internal leadership on status, risk and recovery plans for challenged implementations.
Implement select net-new clients and add-on projects, staying close to the tools, workflows and client experience the team manages day to day.
Use this hands-on work to identify process gaps and coach the broader team.