Program Management Director

HealthEdge

2d•Remote

About The Position

The Program Management Director is responsible for the successful delivery of Professional Services to a portfolio of HealthEdge customers. The Program Management Director works closely with Account Management, Sales and customers to understand customer needs and assembles cross-functional teams to meet those needs with a high level of quality. About Global Professional Services: Our Global Professional Services team supports customer-funded service delivery initiatives separate from standard SaaS license support activities. Examples include customer implementations, business expansion, and optimization initiatives. Your Impact: Work closely with the Account Executives for a portfolio of accounts to develop a long-term strategy and pipeline of projects for each account. Work closely with Sales to evaluate prospective customer needs and develop pre-sales implementation proposals. Leverage expert resources within Professional Services to estimate and propose solutions that meet customer needs. Maintain a pipeline of upcoming projects and continuously re-forecast resource demands and revenue to help ensure optimal staffing levels to meet demand. Support the creation and negotiation of Statements of Work to deliver services and solutions. Lead and Support cross-functional teams, including Project Managers, Consulting Leads, and Technical Product Leads, to deliver services and solutions. Meet regularly with Project Managers and customer stakeholders to monitor overall project health including schedule, margin, utilization, and achievement of both customer and HealthEdge business objectives. Work with cross-functional teams to identify and mitigate areas of risk at both the project and organizational level. Collaborate with HealthEdge and customer senior leadership to ensure expectations and processes are aligned to ensure project success. Monitor and drive adherence to best practices (both internally and externally) and contribute to ongoing refinement of these practices. Monitor customer satisfaction with Professional Services deliverables and champion changes that will continuously improve HealthEdge’s offerings. Work with Professional Services PMO and Finance to track a P&L at the client and portfolio level. Manage customers to an appropriate level of profitability. Act as an escalation point for customers and team members to help resolve complex / critical customer situations. Work with peers and Account Management to prioritize HealthEdge deliverables across all customers as needed. Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII.

Requirements

Bachelor’s degree.
5+ years of experience in a role with direct responsibility for a consulting practice or managing a portfolio of accounts within a Professional Services organization.
5+ years of experience within the healthcare insurance, healthcare technology, or related industry is required.
10 + years of consulting and project management experience.
Excellent analytical and problem-solving skills. Ability to negotiate solutions to complex issues that satisfy the needs of a diverse group of constituents.
Proficiency in negotiating and managing conflict.
Passionate about producing high-quality work and customer delight.
Exceptional verbal and written communication skills.
Proven ability to interact successfully with individuals at all levels of the organization, including “C Suite” executives both within HealthEdge and at the customer.
Ability to influence others in a matrixed environment.
Flexible in adapting to changing priorities.
Self-motivated, proactive and able to work well under pressure in a fast-paced, results-oriented environment.
Ability to challenge status-quo in order to continuously improve processes and offerings.
Ability to evaluate and negotiate Statements of Work.
Proficiency working with Microsoft Office applications such as Word, Excel and PowerPoint.
Comfort working with Professional Services Automation applications such as FinancialForce or OpenAir.
Ability to travel 25% to client sites.
This role is expected to be 35-50% billable.

Responsibilities

Work closely with the Account Executives for a portfolio of accounts to develop a long-term strategy and pipeline of projects for each account.
Work closely with Sales to evaluate prospective customer needs and develop pre-sales implementation proposals.
Leverage expert resources within Professional Services to estimate and propose solutions that meet customer needs.
Maintain a pipeline of upcoming projects and continuously re-forecast resource demands and revenue to help ensure optimal staffing levels to meet demand.
Support the creation and negotiation of Statements of Work to deliver services and solutions.
Lead and Support cross-functional teams, including Project Managers, Consulting Leads, and Technical Product Leads, to deliver services and solutions.
Meet regularly with Project Managers and customer stakeholders to monitor overall project health including schedule, margin, utilization, and achievement of both customer and HealthEdge business objectives.
Work with cross-functional teams to identify and mitigate areas of risk at both the project and organizational level.
Collaborate with HealthEdge and customer senior leadership to ensure expectations and processes are aligned to ensure project success.
Monitor and drive adherence to best practices (both internally and externally) and contribute to ongoing refinement of these practices.
Monitor customer satisfaction with Professional Services deliverables and champion changes that will continuously improve HealthEdge’s offerings.
Work with Professional Services PMO and Finance to track a P&L at the client and portfolio level. Manage customers to an appropriate level of profitability.
Act as an escalation point for customers and team members to help resolve complex / critical customer situations.
Work with peers and Account Management to prioritize HealthEdge deliverables across all customers as needed.
Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII.