Director of Customer Onboarding
About The Position
We are seeking an experienced Director of Customer Onboarding to lead the successful onboarding and implementation of approximately 10 customer programs on an ongoing basis. This is a hands-on, individual contributor leadership role focused on delivering exceptional customer experiences, accelerating time-to-onboard (TTO), and ensuring programs launch on or ahead of target start dates. This role partners closely with cross-functional, matrixed teams to drive collaboration, proactively manage risk, and continuously improve onboarding processes. The ideal candidate brings strong customer-facing leadership, operational rigor, and a passion for building long-term client relationships.
Requirements
- 3+ years of experience leading complex customer onboarding, implementation, or client delivery initiatives
- Proven success managing customer relationships in a fast-paced, matrixed environment
- Strong strategic thinking skills with the ability to operate independently
- Excellent communication, presentation, and negotiation skills
- Experience with process improvement, risk management, and operational execution
- Bachelor’s degree in Business, Healthcare Administration, or a related field
Nice To Haves
- Master’s degree in a related discipline
- Experience in healthcare, medical services, or physician practice management
- Obstetrical or clinical operations experience
- Knowledge of healthcare regulations and medical terminology
- Advanced proficiency in Microsoft Word, Excel, and PowerPoint
Responsibilities
- Lead day-to-day onboarding and implementation activities for assigned customer programs
- Serve as the primary customer point of contact throughout the onboarding lifecycle
- Clearly articulate and reinforce the organization’s value proposition during implementation
- Collaborate with cross-functional partners to reduce Time to Onboard (TTO) and improve customer satisfaction
- Identify, manage, and escalate implementation risks and issues as needed
- Lead contract discussions and maintain strong customer relationships through clear communication
- Drive onboarding process improvements and adherence to best practices
- Provide weekly program status updates to senior leadership
- Ensure smooth transition of customers from onboarding to steady-state operations before and after Go-Live
- Track, evaluate, and report on key performance indicators (KPIs) related to onboarding efficiency and customer satisfaction
- Act as a trusted advisor for client concerns, feedback, and long-term partnership development
Benefits
- Paid time off & holidays
- Medical, dental, and vision insurance
- Health Savings Account (with employer contribution) or Flexible Spending Account options
- Employer Paid Basic Life and AD&D Insurance
- Employer Paid Short- and Long-Term Disability w Optional Short Term Disability Buy-up plan
- Paid Parental Leave
- 401(k) Savings Plan with match
- Legal Plan & Identity Theft Services
- Mental health support and resources
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What This Job Offers
Job Type
Full-time
Career Level
Director
