Director, Onboarding, SMB

Job Description The Director, Onboarding, SMB will work to ensure our Small / Medium Business' customers get only the best onboarding and enablement experience. Onboarding is a particularly important part of the customer’s journey, and this individual is responsible for driving the customers’ future successes. This is more than a project management role; it requires running incredibly detailed customer discovery sessions and ensuring the success of the customer post implementation.

This leader will work cross-functionally to ensure customers can realize value quickly. We are looking for someone with experience in project management, process improvement, customer engagement, and SaaS healthcare technology implementation. This role will need to drive building our approach to Small / Medium Business' implementation and be comfortable partnering closely with sales during the sales process to build customer comfort with the deal.

This person must have high energy, be passionate about solving customer needs, have excellent communication skills, and the ability to learn and create unique solutions for our customers is what we need. This leader should be experienced working with Mental and Behavioral Health customers and have a good understanding of their process and needs when purchasing EHR technology. This position should be comfortable leading and building a team of 15-30 staff of differing levels of experience. This positon will start working remotely and transition into a hybrid model 2-3 days/week, reporting to our new Eagan, MN office.  PRIMARY RESPONSIBILITIES OF THIS POSITION Conduct deep-dive, detailed discovery meetings to translate customer needs to our product offerings including but not limited to data migrations, configuring custom applications, clinical workflow and billing needs Advise and educate Small / Medium Business' customers on Therapy Brands’ best practices and align business use cases to configuration and data needs. Present and drive a consultative approach to Onboarding that is both empathic to customers’ pain points and objectives and educates on best practices. Identify potential issues throughout the process with each Small / Medium Business Onboarding project and work with Sales, Product, Engineering and Customer Success to take timely and effective action to resolve them. Be accountable for project timelines and deliverables, as well as reporting on project status for all levels of stakeholder (internal and external), ensuring delivery on time. Work as the SaaS Implementation subject matter expert (SME) and liaison to the client to oversee entire Small / Medium Business Onboarding project from point of sale through integration, optimization, and all end-to-end deliverables. Work with the Professional services’ technical implementation team to ensure data is properly modeled and integrated to meet configuration requirements Confidently educate customers’ key decision makers on configuration and assist in customers’ user training and roll-out planning via video conference. Communicate with executive leadership both internal and external, effectively relaying project status and needs Manage multiple Small / Medium Business' consultative projects and daily tasks in an organized manner and with on-time delivery for multi-tiered clients with varying projects Resource projects appropriately and manage the team’s time and resources Create, collaborate and deploy Small / Medium Business Onboarding plans, that can both be used in custom experiences and then used for replication in subsequent onboarding experiences Manage and direct a staff of 15+ Implementation Project Managers and Coordinators, at differing levels Oversee creation of implementation project plans for 4+ products Oversee the creation of implementation KPIs and metrics Responsible for overseeing revenue markers and KPIs for your team Thrive@TherapyBrands