Director of Implementation
Eleos Health, United States
Job Description
Director of Implementation
Who is Eleos Health?
Today, more people than ever are speaking publicly about their mental health. Whether it's ourselves, our friends and family, or even public figures, taking care of your behavioral health is no longer a taboo, it's vital, and it's only human. Eleos is on a mission to help deliver the world's most effective behavioral care through data, measurement, and personalization. Or simply put,
We want to give clinicians the support they need to do the critical work only they can do.
What is this opportunity?
We are looking for a dynamic Director of Implementation to add to our growing CS team. In addition to becoming a player/coach to the existing team of Implementation Managers, you will play a critical role in building, leading and improving our implementation processes. From initial scoping to successful execution, you will be responsible for uncovering areas of operational improvement, and optimizing and redefining our delivery processes. Reporting to the VP of Customer Success, you will work closely with your Team Lead counterparts in Product, Ramp;D, Sales, Support, Solutions Engineer, Training, and Customer Success, in addition to key stakeholders across the team. With an innovative solution that meets a clear market need with growing traction and customer base, this is an amazing opportunity to drive change within the organization as well as increasing the speed to value time during our new customers onboarding journey.
Who are you?
You are passionate about identifying, building, and implementing processes that drive time to value for customers. You know how to balance the fine art of advocating for customers’ needs and our internal teams. You will be a player/coach and serve as a mentor for Implementation Managers. You can drive processes independently and balance the big picture view with the day-to-day tasks to move the growth forward on all fronts. You thrive in a fast-paced environment and enjoy a startup's dynamic and collaborative atmosphere.
How will you contribute?
- Lead the Implementation team and serve as a player/coach
- Drive capacity planning with your Product and Ramp;D counterparts to size work appropriately and set delivery timelines
- Identify and execute on initiatives to improve time to value and quality of deliveries
- Provide strategic and tactical support to the GTM organization and drive repeatability, predictability, and scalability across the implementation process.
- Track and report all key performance indicators, goals, efficiency, and trend analyses during regular internal reviews of the implementation function.
- Be the face of our Implementation Teams in key customer conversations and relationships
- Work cross-functionally with Product and Ramp;D teams to tackle technical builds and deliveries into a tactical implementation plan.
- Design and improve tools to improve support the implementation process, including project plans, status reports, dashboards, and coaching tools
- Ensure the integrity of our implementations by mitigating risk and quality issues. If they do arise, be an expert in navigating them to resolution with your counterparts.
What qualifications and skills will help you to be successful?
- 5+ years of experience in Implementations in Healthcare technology and held key relationships with Operational, Clinical, and Technical executives and stakeholders
- Demonstrated success in improving time to value and quality within internal processes
- Obsessed with the customer and end-user experience
- Experience building, customizing, and implementing Project Plans, Dashboards, and Implementation tools to improve time to value for customers
- Experience with key components of our systems (SSO, Tele-health, EHR integrations)
- Deep understanding of SaaS in healthcare
- Have worked at a fast-growing start-up before, preferably with enterprise and mid-market deals
- Data-driven, detail-oriented, customer-focused, business-minded, technologically and intellectually curious
- Excellent written and verbal communication skills
- You are a self-starter, you love learning and are always actively looking for opportunities to contribute
- Up to 50% travel
This is a unique opportunity to join a startup that has a meaningful impact on well-being and mental health.
We have:
- A product that positively impacts peoples' lives every single day.
- A team of amazing people with a shared vision and the infinite drive to make it happen
- For this role, the base pay range is $130-170k. The determination of what a specific employee in this job classification is paid depends on a number of factors, includi