Director, Professional Services

Summary

Join Kyruus Health as a Director, Professional Services (Multi Segment) and lead a team of Implementation and Senior Implementation Managers across various markets. You will be responsible for people management, team strategy, customer escalation, and driving key performance indicators. The role requires strong leadership skills, experience in project management, and deep knowledge of the healthcare industry. You will partner with cross-functional teams, build strong customer relationships, and ensure project success. Kyruus offers a comprehensive benefits package including medical, dental, vision, unlimited PTO, parental leave, a home office stipend, 401k, and a wellness program.

Requirements

• 12-16 years of experience in project management, implementation and/or professional services, within the Medical Group, Health System, and Payer space preferred
• Cross functional customer strategy development and at-risk program management experience
• 10+ years experience, and excellence in talent management and team development
• Deep knowledge of the Medical Group, Health System, and Payer market segments
• Experience with supporting projects and teams of IMs who have implemented SaaS solutions for Medical Groups, Health Systems, and Payers
• Demonstrated ability to drive corporate results, implement and support continuous improvement, and leverage judgment for strategic prioritization
• Business acumen in executive relationship-building and strong executive presence
• Excellent written and verbal communication skills
• Knowledge of/ability to learn Kyruus Health’s products and processes
• Application of healthcare IT knowledge

Responsibilities

• Onboard, people-manage, and coach a team of Implementation and Senior Implementation Managers that span Medical Group, Health System, and Payer markets
• Support them in their internal and external initiatives, identify areas of opportunity, and facilitate continual learning to refine and further develop expertise
• Foster a culture of synergy amongst your team, such that you look for opportunities to unify across product and market segment lines
• Proactively assist your team with forward thinking around personal and business growth, as well as with ways to improve customer focus and service delivery
• Guide them through measures of success
• Maintain a happy and curious team, managing capacity planning/staffing, and tracking utilization for your team
• Reinforce a culture of accountability by holding your team accountable for effective project management including: all “make the bed” activities (e.g. updating standard project plans, completing timesheets, documenting key decisions and next steps, etc.), balancing and navigating the needs of clients, monitoring project health, and maintaining project risk visibility internally and externally
• Reinforce and support a culture of proactive and thoughtful feedback for both process and people coaching
• Demonstrate appropriate feedback delivery and coach others on how to provide feedback as well
• Lead by example, by demonstrating a bias to action with a sense of urgency to drive results; orienting around the “north star” of driving customer satisfaction and delight, you will constantly seek ways and take actions to service our customers better (and will expect your IMs to mirror)
• Partner with the VP of Professional Services as a thought leader to cross-functionally influence, construct, and execute on scorecard metrics across all segments
• Monitor and track data pertaining to team and scorecard metrics
• Proactively own: identifying trends, highlighting areas of improvement, and reporting out on these findings to leadership with actionable steps to improve
• Work diligently to ensure your team drives towards cross functional metric success, and you’ll look for data trends and feedback to identify areas of opportunity in the customer and implementation experience
• Take next steps to prioritize how to optimize these areas in partnership with your IMs and/or the Client Engagement teammates (e.g. driving down cycle time, increasing profitability margins, etc.)
• Be audible-ready to report out on details pertaining to your direct reports’ books of business, including client scope, project health, customer relationship, and budget/profitability
• Have line-of-sight into the sales pipeline and team capacity to skillfully execute on staffing and planning
• Build and maintain strong, trusting relationships with leadership cross-functionally and partner with them on areas of continuous improvement, seeking out opportunities for the betterment of your team, people growth opportunities, and ways in which we can better delight our customers
• Serve as the escalation point - both internally and externally - for all customers within your IMs’ BoBs that do not have staffing from Client Engagement
• Navigate issue resolution and engage with customers as needed, to ensure project success and customer satisfaction
• Have an understanding of overall product and process offerings across market segments
• Leverage excellent executive presence and business acumen by managing different points of view, developing strategic partnerships, building trust, and demonstrating the value of Kyruus Health’s products and services
• Support the internal Kyruus Health project team, and will also partner with the client’s executive team, as needed, to track project health, mitigate project risks, review and prepare for organizational readiness, and align on key milestones and measures of success

Benefits

• Medical, dental, and vision benefits
• Unlimited paid time off (PTO)
• Generous paid parental leave
• A home office stipend
• 401(k) program with company match
• A wellness and lifestyle program
• Annual bonus program
• Equity