**Director of Customer Onboarding (Remote) – Drive Exceptional Customer Experiences and Deliver OBHG Programs with Excellence**

At arenaflex, we're on a mission to revolutionize the way healthcare services are delivered, and we're looking for a talented Director of Customer Onboarding to join our team. As a key member of our leadership team, you'll be responsible for leading the onboarding and implementation of our OBHG programs, ensuring seamless customer experiences, and driving process improvements across our matrix teams. **About arenaflex** arenaflex is a leading provider of innovative healthcare solutions, dedicated to delivering exceptional customer experiences and outcomes. Our team is passionate about making a difference in the lives of our customers, and we're committed to fostering a culture of collaboration, innovation, and excellence. As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a dynamic and supportive team. **Responsibilities** As the Director of Customer Onboarding, you'll be responsible for leading the onboarding and implementation of our OBHG programs, ensuring that our customers receive exceptional experiences and outcomes. Your key responsibilities will include: * **Manage the day-to-day activities of customer onboarding and implementation**: You'll oversee the onboarding process, ensuring that our customers receive timely and effective support, and that our programs are implemented smoothly and efficiently. * **Serve as the key point of contact for customer interactions**: You'll be the primary point of contact for our customers, providing guidance, support, and solutions to their needs, and ensuring that our value proposition is clearly communicated. * **Collaborate with cross-functional teams**: You'll work closely with our matrix teams to meet our goals of reducing Time to Onboard (TTO) and enhancing overall customer satisfaction. * **Proactively identify and address risks and issues**: You'll be responsible for identifying potential risks and issues in program implementations, and escalating concerns to leadership as needed. * **Lead contract negotiations and manage customer relationships**: You'll negotiate contracts and manage customer relationships, ensuring clear and effective communication throughout the customer onboarding journey. * **Drive process improvements and adherence to best practices**: You'll identify opportunities for process improvements and ensure that our teams adhere to best practices across the organization. * **Provide comprehensive weekly updates to leadership**: You'll provide regular updates on program status, challenges, and achievements to our leadership team. * **Facilitate warm and effective transition of programs**: You'll ensure a smooth transition of programs from onboarding to steady-state operations, and that our customers receive seamless support throughout the process. * **Manage operational aspects of customer success initiatives**: You'll oversee the operational aspects of customer success initiatives, ensuring effective implementation techniques and strategies that enhance overall program success. * **Act as the primary point of contact for client concerns and feedback**: You'll be responsible for managing client concerns and feedback, and ensuring that our customers receive timely and effective support. **Essential Skills and Qualifications** To be successful in this role, you'll need: * **Passion for customer experience, relationship management, and program implementation**: You'll be passionate about delivering exceptional customer experiences and outcomes, and have a proven track record in managing complex customer onboarding processes. * **3+ years of experience in managing complex customer onboarding processes or similar leadership experience**: You'll have a proven track record in managing complex customer onboarding processes or similar leadership experience within the healthcare/medical services industry. * **Strong strategic thinking and leadership skills**: You'll have the ability to think strategically and lead effectively, with a proven track record in managing cross-functional teams. * **Excellent communication and negotiation skills**: You'll have excellent communication and negotiation skills, with a demonstrated ability to manage key stakeholder relationships. * **Ability to thrive in a fast-paced environment**: You'll be able to thrive in a fast-paced environment, with a proven track record in managing multiple priorities and deadlines. * **Experience in process improvement, negotiations, and risk management**: You'll have experience in process improvement, negotiations, and risk management, with a proven track record in identifying and mitigating potential risks and issues. * **Bachelor's degree in Business, Healthcare Administration, or a related field**: You'll have a Bachelor's degree in Business, Healthcare Administration, or a related field, with a Master's degree preferred. **Preferred Skills and Qualifications** While not required, the following skills and qualifications are preferred: * **Preferred Obstetrical experience and/or physician practice management experience**: You'll have experience in obstetrical care or physician practice management, with a proven track record in managing complex customer onboarding processes. * **Strong computer skills, extensive experience in Word, Excel & PowerPoint**: You'll have strong computer skills, with extensive experience in Word, Excel, and PowerPoint. * **Preferred understanding of medical terminology**: You'll have a preferred understanding of medical terminology, with a proven track record in communicating effectively with healthcare professionals. * **Knowledge of relevant state and federal healthcare regulations**: You'll have knowledge of relevant state and federal healthcare regulations, with a proven track record in ensuring compliance. **Mental and Physical Demands** This role requires: * **Sitting for long periods of time**: You'll be required to sit for long periods of time, with a minimum of 5.5 hours per day. * **Moderate to extensive air and land travel**: You'll be required to travel extensively, with a minimum of 35% travel time between corporate headquarters and client locations. **What We Offer** As a member of our team, you'll enjoy: * **A mission-based company with an amazing company culture**: You'll be part of a dynamic and supportive team, with a shared mission to deliver exceptional customer experiences and outcomes. * **Paid time off & holidays**: You'll receive paid time off and holidays, so you can spend time with the people you love. * **Medical, dental, and vision insurance**: You'll receive comprehensive medical, dental, and vision insurance for you and your loved ones. * **Health Savings Account (with employer contribution) or Flexible Spending Account options**: You'll have access to a Health Savings Account (with employer contribution) or Flexible Spending Account options. * **Paid Parental Leave**: You'll receive paid parental leave, so you can spend time with your loved ones. * **Employer Paid Basic Life and AD&D Insurance**: You'll receive employer-paid basic life and AD&D insurance. * **Employer Paid Short- and Long-Term Disability**: You'll receive employer-paid short- and long-term disability insurance. * **Optional Short Term Disability Buy-up plan**: You'll have the option to purchase a short-term disability buy-up plan. * **401(k) Savings Plan, with ROTH option**: You'll have access to a 401(k) savings plan, with a ROTH option. * **Legal Plan**: You'll have access to a legal plan. * **Identity Theft Services**: You'll have access to identity theft services. * **Mental health support and resources**: You'll have access to mental health support and resources. * **Employee Referral program**: You'll have the opportunity to join our team, bring your friends, and get paid. **Apply Now** If you're passionate about delivering exceptional customer experiences and outcomes, and have a proven track record in managing complex customer onboarding processes, we want to hear from you! Apply now to join our team as a Director of Customer Onboarding (Remote). Apply for this job