AVP, Client Implementation And Onboarding

Summary

Join Included Health as the Associate Vice President, Client Implementation & Onboarding, leading a remote team responsible for transforming client onboarding into a world-class function. This role involves managing and developing a team, establishing onboarding methodologies, collaborating with various departments, and ensuring successful client launches. You will contribute to pre-sales, manage client expectations, and resolve issues. The position requires strong leadership, project management, and technical skills within the employee benefits space. Included Health offers a competitive salary, equity, and a comprehensive benefits package.

Requirements

• Capability to remain seated in a stationary position for prolonged periods
• Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment

Responsibilities

• Lead the transformation of the Client Onboarding function and team, aligning hiring profiles and job descriptions to focus on consulting (change management and transformation), project management, technical expertise, and knowledge of the employee benefits space
• Lead talent assessments to identify organizational talent gaps and address risk, and collaborate with Talent Acquisition to create a robust talent pipeline
• Develop team members and team leaders, helping create a culture of customer centricity, innovation, collaboration, and continuous improvement
• Conduct quarterly talent assessments and succession planning to ensure long-term stability within the Client Onboarding organization
• Foster a growth-oriented team mindset and a culture of communication, increasing employee engagement and psychological safety scores
• Work with Talent & Organization (TAO), the head of Client Success, and the head of Business Operations to establish team MBOs and measures to incentivize desired behaviors
• Develop and adapt implementation methodology inclusive of standard client introductions and kick-off decks, project plans with milestones, client sign-offs, client configuration workbooks, and decision logs
• Partner with the head of Operational Effectiveness to develop guides articulating client onboarding and implementation methodologies and standards
• Develop approaches to improve client onboarding and engagement, ensuring client adoption of Included Access
• Collaborate with Member Services, Marketing, Client Success and IH leadership to develop and improve self-service client enablement capabilities
• Collaborate with Solution Engineering to align goals, refine roles to meet client service level agreements, and ensure agreement on resource commitments for client launches
• Partner with Solution Engineering and Client Success to clarify internal and external roles and responsibilities for pre-launch testing, including the creation of standard solution test scripts by persona
• Establish standards of practices with clear role expectations for Client Onboarding, Client Success and Clients and timelines for year-over-year client changes
• Partner with Client Success Digital First leaders to define client onboarding approach for clients with ACV under $250K
• Modernize and improve Statements of Work, and assess and maximize the commercialization potential of implementation services
• Contribute to the pre-sales process to set client expectations by sharing our onboarding and implementation methodologies, thus priming the relationship for long-term success
• Establish mutual success criteria to help achieve performance guarantees
• Serve as the primary point of escalation and resolution for client launch issues, ensuring our teams are able to mitigate risk well in advance of launch date
• Lead the documentation and delivery of client level RCAs and PG miss negotiations if necessary
• Lead recurring client staffing plan reviews in partnership with Sales and Client Success leadership to ensure optimal allocation of team resources to achieve our goals
• Monitor the status of client onboarding and implementations, ensuring achievement of important client delivery metrics (PGs, NPS, on-time launch)

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Paid Time Off ("PTO") and Discretionary Time Off ("DTO")
• 12 weeks of 100% Paid Parental leave
• Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies
• Work-From-Home reimbursement to support team collaboration home office work