Lead a team of implementation specialists to deploy an EHR platform for behavioral health providers, serve as primary customer contact during implementation, manage timelines and risks, coordinate cross-functional meetings, ensure smooth handoff to support, and continuously improve implementation processes to drive customer satisfaction.
This is a remote position.
Position Summary
The Director of Customer Engagements, also known as the Customer Engagement Leader, will oversee a team of implementation specialists responsible for deploying our EHR platform to behavioral health providers. This role requires a dynamic leader who can serve as the primary point of contact for customers throughout the implementation process, ensuring a seamless transition from project kickoff to support handover.
Essential Duties and Responsibilities
- Lead and manage a team of implementation specialists, including a Clinical Lead, RCM (Billing) Lead, Practice Management Lead, Business Analyst, and Project Administrator.
- Serve as the main point of contact for customers during the EHR implementation process.
- Quickly gain a deep understanding of the customer's services, workflows, and billing needs.
- Shepherd the implementation process from project kickoff to transfer to support.
- Develop and maintain strong relationships with customers, ensuring their needs are met and expectations are exceeded.
- Coordinate and facilitate regular meetings with customers and internal teams to ensure project milestones are achieved.
- Identify and mitigate risks to project timelines and deliverables.
- Provide guidance and support to team members, fostering a collaborative and high-performance work environment.
- Continuously improve implementation processes and methodologies to enhance customer satisfaction and project efficiency.
Requirements
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Bachelor's degree in a related field (e.g., Healthcare Administration, Business, Information Technology).
- Minimum of 5 years of experience in EHR implementation, preferably with behavioral health providers.
- Proven ability to lead and manage a team of specialists.
- Strong understanding of behavioral health services, workflows, and billing processes.
- Excellent communication and interpersonal skills.
- Ability to quickly learn and adapt to new technologies and processes.
- Strong problem-solving and organizational skills.
- Ability to work effectively under pressure and manage multiple projects simultaneously.
Leadership or Project Management Experience (1–2 years):
- Leading projects or initiatives such as software implementation, product launch, sales programs, enablement roll outs, or training programs.
- Collaborating across teams (sales, marketing, product and operations) to ensure alignment on goals.
- Collaborative leader: Works effectively across teams and with diverse stakeholders.
- Results-oriented: Accountable, organized, and focused on driving measurable outcomes.
- Self-starter: Proactive, resourceful, and able to work with minimal supervision.
Benefits
Fully Remote Workforce
As a virtual-first organization, we can attract the best talent no matter where we all live. This allows for added flexibility and a schedule that works for you.
Essential Benefits
We offer medical, dental, and vision insurance; 40l(k) with match; legal benefits; short-term and long-term disability coverage; life insurance; and paid time off.
Employee Recognition
Team members can reward each other with points to celebrate everyday wins and going above and beyond. It’s our way of saying “nice job” in a way that really sticks.
Financial Incentives
Employees can benefit financially through the company’s success, referring top talent, and performance-based bonuses.
Salary: $115,000 - $130,000
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