At arenaflex, we're committed to delivering exceptional customer experiences and exceptional OBHG programs on or before their target start date. As a key member of our team, the Director of Customer Onboarding will play a pivotal role in leading the onboarding and implementation of ~10 OBHG programs on an ongoing basis. This individual contributor role focuses on enhancing customer engagement and ensuring smooth program implementation marked by effective collaboration and proactive problem-solving.
**About arenaflex**
arenaflex is a mission-based company with an amazing company culture that values collaboration, shared success, and delivering exceptional customer experiences. We're dedicated to providing innovative solutions that meet the evolving needs of our customers. Our team is passionate about making a difference, and we're excited to welcome a motivated individual to join our ranks.
**Responsibilities of the Director of Customer Onboarding**
As the Director of Customer Onboarding, you will be responsible for leading the day-to-day activities of customer onboarding and implementation for assigned programs. Your key responsibilities will include:
* Managing the day-to-day activities of customer onboarding and implementation for assigned programs
* Serving as the key point of contact for customer interactions during the onboarding process, instilling confidence and ensuring arenaflex's value proposition is clearly delivered
* Working collaboratively with cross-functional teams to meet the goal of reducing Time to Onboard (TTO) and enhancing overall customer satisfaction
* Proactively identifying and addressing risks and issues in program implementations, escalating concerns to leadership as needed
* Leading contract negotiations and managing customer relationships to ensure clear and effective communication throughout the customer onboarding journey
* Driving process improvements and adherence to best practices across matrix and onboarding teams
* Providing comprehensive weekly updates to leadership on program status, challenges, and achievements
* Facilitating warm and effective transition of programs leading up to and following Go-Live with the "steady state" operations team
* Managing operational aspects of customer success initiatives, ensuring effective implementation techniques and strategies that enhance overall program success
* Acting as the primary point of contact for client concerns and feedback, effectively managing relationships to foster long-term partnerships and satisfaction
* Regularly evaluating and reporting on key performance indicators (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 will need to possess the following essential skills, credentials, experience, and education:
* Passion for customer experience, relationship management, and program implementation
* 3+ years 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, with the ability to work effectively as an individual contributor
* Excellent communication and negotiation skills, with a demonstrated ability to manage key stakeholder relationships
* Requires interpersonal skills to be able 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
* Experience in process improvement, negotiations, and risk management
* Bachelor's degree in Business, Healthcare Administration, or a related field; Master's degree preferred
**Preferred Skills/Credentials/Experience/Education**
While not required, the following preferred skills, credentials, experience, and education will be beneficial in this role:
* Preferred Obstetrical experience and/or physician practice management experience
* Strong computer skills, extensive experience in Word, Excel, and PowerPoint
* Preferred understanding of medical terminology
* Knowledge of relevant state and federal healthcare regulations
**Mental and Physical Demands (per ADA guidelines)**
This role requires:
* Physical Demands: Sitting for long periods of time. Occupation requires this activity more than 66% of the time (5.5+ hrs/day)
* Travel Demands: Moderate to extensive air and land travel (35%+) between corporate headquarters and client locations
**What We Offer – The Good Stuff**
As a valued member of our team, you can expect:
* A mission-based company with an amazing company culture
* Paid time off & holidays so you can spend time with the people you love
* Medical, dental, and vision insurance for you and your loved ones
* Health Savings Account (with employer contribution) or Flexible Spending Account options
* Paid Parental Leave
* Employer Paid Basic Life and AD&D Insurance
* Employer Paid Short- and Long-Term Disability
* Optional Short Term Disability Buy-up plan
* 401(k) Savings Plan, with ROTH option
* Legal Plan
* Identity Theft Services
* Mental health support and resources
* Employee Referral program – join our team, bring your friends, and get paid
**Ready to Apply?**
If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application.