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

At arenaflex, we're committed to revolutionizing the way healthcare services are delivered, and we're seeking an exceptional Director of Customer Onboarding to lead our efforts in ensuring seamless program implementation and exceptional customer experiences. As a key member of our team, you'll be responsible for cultivating a culture of collaboration and shared success, working closely with matrix team counterparts across the organization to deliver OBHG programs on or before their target start date. **About arenaflex** arenaflex is a mission-driven company that's dedicated to transforming the healthcare landscape through innovative solutions and exceptional customer experiences. Our team is passionate about delivering high-quality services that meet the unique needs of our clients, and we're committed to fostering a culture of collaboration, innovation, and growth. As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a dynamic and supportive team. **Responsibilities of the Director of Customer Onboarding** As the Director of Customer Onboarding, you'll be responsible for leading the onboarding and implementation of ~10 OBHG programs on an ongoing basis. Your key responsibilities will include: * **Manage the day-to-day activities of customer onboarding and implementation**: You'll oversee the entire onboarding process, ensuring that 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 customers, providing exceptional support and ensuring that their needs are met. * **Work collaboratively with cross-functional teams**: You'll work closely with teams across the organization to meet the goal of reducing Time to Onboard (TTO) and enhancing overall customer satisfaction. * **Proactively identify and address risks and issues**: You'll identify potential risks and issues, escalating concerns to leadership as needed to ensure that programs are delivered on time and to the highest standards. * **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 areas for improvement and implement best practices across matrix and onboarding teams. * **Provide comprehensive weekly updates to leadership**: You'll provide regular updates on program status, challenges, and achievements to leadership. * **Facilitate warm and effective transition of programs**: You'll ensure a smooth transition of programs from onboarding to steady-state operations. * **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 manage client concerns and feedback, effectively fostering long-term partnerships and satisfaction. * **Regularly evaluate and report on key performance indicators (KPIs)**: You'll evaluate and report on KPIs related to onboarding efficiency and customer satisfaction, using data to drive continuous improvement. **Essential Skills/Credentials/Experience/Education** 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 implementing programs with precision. * **3+ years proven track record in managing complex customer onboarding processes**: 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 strong strategic thinking and leadership skills, with the ability to work effectively as an individual contributor. * **Excellent communication and negotiation skills**: You'll have excellent communication and negotiation skills, with a demonstrated ability to manage key stakeholder relationships. * **Interpersonal skills**: You'll have the ability to interact effectively with all levels of hospital staff, medical staff, patients, governmental and other external agencies, members of the general public in sensitive, delicate, and/or complex situations. * **Ability to thrive in a fast-paced environment**: You'll be able to thrive in a fast-paced environment, with a strong ability to adapt to changing circumstances. * **Experience in process improvement, negotiations, and risk management**: You'll have experience in process improvement, negotiations, and risk management. * **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; a Master's degree is preferred. **Preferred Skills/Credentials/Experience/Education** While not required, the following skills and experience are preferred: * **Preferred Obstetrical experience and/or physician practice management experience**: You'll have experience in obstetrical care or physician practice management. * **Strong computer skills**: 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. * **Knowledge of relevant state and federal healthcare regulations**: You'll have knowledge of relevant state and federal healthcare regulations. **Mental and Physical Demands (per ADA guidelines)** This role requires: * **Sitting for long periods of time**: You'll spend more than 66% of your time sitting (5.5+ hours/day). * **Moderate to extensive air and land travel**: You'll travel extensively between corporate headquarters and client locations (35%+). **What We Offer – The Good Stuff** At arenaflex, we're committed to providing a comprehensive benefits package that supports your physical, emotional, and financial well-being. Our benefits include: * **A mission-based company with an amazing company culture**: You'll be part of a dynamic and supportive team that's passionate about delivering exceptional customer experiences. * **Paid time off & holidays**: You'll have paid time off and holidays to spend with the people you love. * **Medical, dental, and vision insurance**: You'll have 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 options for health savings accounts or flexible spending accounts. * **Paid Parental Leave**: You'll have paid parental leave to support your family. * **Employer Paid Basic Life and AD&D Insurance**: You'll have employer-paid basic life and AD&D insurance. * **Employer Paid Short- and Long-Term Disability**: You'll have employer-paid short- and long-term disability insurance. * **Optional Short Term Disability Buy-up plan**: You'll have an optional short-term disability buy-up plan. * **401(k) Savings Plan, with ROTH option**: You'll have 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 identity theft services. * **Mental health support and resources**: You'll have access to mental health support and resources. * **Employee Referral program**: You'll have an employee referral program that rewards you for bringing your friends to join our team. **Apply Now** If you're passionate about delivering exceptional customer experiences and implementing programs with precision, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about this role and to submit your application. Apply for this job