Senior Director, Client Delivery

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

To work #bettertogether, we operate with a hybrid working model. For those near a hub location, we gather in our office locations three days a week (Tuesday, Wednesday, Thursday). For the remaining days, we work from home.

The Sr. Director of Client Delivery is responsible for providing leadership and expertise in the post-sale client experience leading technical implementation and client support. The primary objective of this role is to lead a team of CX Client Implementation and Client Support to strategically accomplish their respective goals of a swift and coordinated client onboarding and product implementation and ongoing client support enhancing the client experience. The ideal candidate can expertly maintain a functional and growing team, define and execute strategic initiatives in alignment with the department’s goals while acting as a point of escalation in crucial cases.

Duties And Responsibilities

You’re responsible for enabling client-facing individual contributors to be successful in their daily roles through clear goal setting, performance measurement, and removal of blockers.

You will keep the department running smoothly and efficiently through a data-driven approach to performance and client-management, being able to gather insights and report on account health and individual performance with ease. This role will seek to continuously improve processes and operations. You will identify gaps and opportunities to strengthen the collaboration among internal teams and ensure smooth handoff from sales and to support.

• Leadership and management of integration related projects, including client migration efforts and internal stabilization/unification of the implementation team.
• Serve as SME and product expert, leading the build of strategic and standardized implementation process and standardization.
• Act as the executive sponsor to key consumerism accounts post-sale; shadow and engage in client implementation calls, compile and deliver presentations for strategic initiatives, remove blockers for the "boots on the ground" team, serve as a point of escalation, and take responsibility for meeting goals on time.
• Architecting, building, executing, and optimizing a “North Star” strategy for your team.
• This is a never-ending project, and you’re always thinking creatively about how to evolve your teams to the next level of customer service, efficiency, and/or transparency depending on the specific function.
• This strategy includes people, processes, systems, success measurements, and business impacts.
• Continuously improve the collaboration among internal teams to perfect the handoff processes from sales and to maintenance and support.
• Identify and acquire technology solutions and partnerships necessary to achieve team goals.
• Responsible and accountable for execution of business objectives and departmental goal setting.
• Establish and maintain effective working dynamic with sales team to ensure accurate scoping and expectation setting for closed deals.
• Ensure flawless execution of deliverables to clients in the implementation process.
• Maintain client support metrics aligned with the company SLAs
• Identify area of development for the Implementation and Client Support team, define and deploy initiatives to address them.
• Act as a coach and mentor to your reports to develop their professional growth.
• Define and implement procedures and policies that enable high-quality service and adherence to strict and measurable SLAs and KPIs.
• Collaborate with cross functional leaders to identify and execute on areas of improvement between sales, product, and engineering.
  
  

Qualifications

• 7 years of Health System project management experience.
• 5 years of Health System client support management experience.
• 5 years of Team management experience
• Ability to work with multiple stakeholders and experience with cross-departmental coordination.
• Salesforce experience, able to build and manage reports and dashboards.
• Possess strong analytical skills and mindset to develop department KPIs and be able to understand and report on the effectiveness of your projects and initiatives.
• Confidant people-person. Whether you’re taking an escalation, presenting to executives, or answering questions on the fly you’re calm under pressure.
• Ability to mentor and lead managers in their career growth.
• Superior organizational and problem-solving skills.
• Passion for Client Operations, you’re always learning and absorbing the latest industry trends and best practices through networking, events, and your own research.
• A genuine enthusiasm for the healthcare space, a passion to make a difference by serving large organizations within the industry, and an understanding of the inner workings of hospitals and health systems.
• Ability to operate in a fast-paced environment, managing multiple projects simultaneously while prioritizing time and resources based on business need and impact.
• You’re high EQ, you can manage multiple personalities successfully, mediate conflict, and deliver expertly tailored messaging to your team and our customers when needed.
• Strong leadership ability and management skills; you exemplify the Press Ganey values and set the example to follow when it comes to professionalism.
• Ability to work comfortably with ambiguity and adapt to changing needs and processes.
• Highly motivated and proactive - you’re eager to find and present comprehensive solutions and strategic project plans to address gaps or issues in your department.
• Experience dealing with large contracts (100k ARR) and C-level executives a plus.
  
  

Education

• Bachelor’s degree in relevant field or equivalent experience; advanced degree in relevant field a plus