Customer Success Manager

Nym

Nym

Administration
United States
Posted on Nov 21, 2024

Director of Implementations (Health Systems)

  • Customer Success
  • USA
  • Full-time

Description

Company

Nym empowers healthcare providers with AI-based solutions that simplify healthcare administration and optimize revenue cycle management processes.

Our innovative technology understands clinical language and transforms medical records into clear, actionable information. By fully automating medical coding, Nym improves operational efficiency, optimizes financial performance, and reduces administrative burdens, ultimately enabling providers to focus more time on patient care. Our AI-powered coding engine supports six specialties: emergency medicine, radiology, outpatient surgery, outpatient visits, inpatient services, and urgent care.

At Nym, the future is bright. Our engine currently processes over six million charts annually in more than 300 healthcare facilities across the US, enabling clinical and administrative teams to spend more time on patient care. We are backed by top-tier VCs and growing rapidly, with offices in New York City and Tel Aviv.

Join us!

Role Overview

The Director of Implementation, Customer Success will be responsible for driving the strategic direction and execution of all customer implementations for Nym, ensuring our solutions are successfully deployed within health systems and integrated into their workflows. This is a high-impact role requiring a blend of deep healthcare knowledge, strategic thinking, and operational expertise. The Director will lead a team of implementation managers, ensuring that the implementation process is smooth, timely, and aligned with the needs of our health system clients and our business. The role requires strong cross-functional collaboration, as well as the ability to navigate complex healthcare environments.

Key Focus Areas

1. Strategic Leadership and Vision:

  • Develop and execute a comprehensive implementation strategy for all new and existing health system customers, ensuring that client needs are met and expectations are exceeded
  • Define the vision for the implementation function, positioning it as a critical component of the customer journey and long-term success
  • Partner with cross-functional leadership, to ensure alignment on customer needs, product features, and company objectives

2. Implementation Operations:

  • Oversee the end-to-end implementation process for health systems, from pre-sales handoff to go-live and beyond, ensuring all projects are delivered on time, within scope, and within budget
  • Develop and refine implementation methodologies, best practices, and standardized processes that ensure efficiency, scalability, and customer satisfaction
  • Monitor key performance indicators (KPIs) and customer feedback to drive continuous improvements in the implementation process

3. Team Leadership and Development:

  • Lead, mentor, and scale a high-performing implementation team
  • Provide guidance and professional development opportunities for team members, ensuring they have the tools and knowledge needed to succeed
  • Foster a culture of collaboration, accountability, and customer-centricity across the implementation team

4. Client Relationship Management:

  • Act as a point of contact for key clients throughout the implementation lifecycle, ensuring their needs are addressed and expectations are managed
  • Build strong, trusted relationships with health system key stakeholders, acting as a subject matter expert on the product and the implementation process.
  • Anticipate potential roadblocks or challenges in the implementation process and proactively resolve them to minimize client impact and disruption
  • Ensure customers realize the full value of our solutions and that they are set up for long-term success

5. Cross-functional Collaboration:

  • Collaborate closely with Sales, Account Management, and Support teams to ensure smooth handoffs, ensuring continuity and alignment between customer expectations and delivery
  • Work with Product and Engineering teams to align on product roadmap, providing feedback on client needs and feature requests based on implementation experiences

6. Process Optimization and Innovation:

  • Continuously evaluate and improve the implementation process, focusing on increasing efficiency, reducing time-to-value, and improving overall customer satisfaction
  • Identify opportunities to leverage automation, technology, or process improvements to streamline the implementation process
  • Stay up-to-date on industry trends, regulatory changes and best practices in healthcare technology

7. Reporting and Metrics:

  • Define and track key metrics and KPIs for the implementation function, such as project timelines, client satisfaction, and resource utilization
  • Provide regular reports to executive leadership on the status of implementations, resource allocation, and potential risks or challenges
  • Use data and insights to inform decision-making, resource planning, and continuous improvement efforts

Requirements

Qualifications:

  • 8+ years of experience in customer success, project management, or client implementation, with at least 4+ years in a leadership or managerial role
  • Extensive experience managing cross-functional teams and working closely with senior leadership, sales, product, and customer success teams
  • Experience with large health systems and a solid understanding of the challenges and needs of healthcare organizations
  • Ability to navigate complex organizational dynamics and drive alignment across multiple teams and stakeholders.
  • Strong analytical and problem-solving skills, with the ability to think critically and creatively to overcome challenges
  • Strong leadership and people management skills, with a track record of building, scaling, and leading high-performing teams
  • A passion for helping customers achieve their goals and a deep understanding of customer needs, with an emphasis on driving outcomes and adoption

What We Offer:

  • Competitive salary and performance-based bonus
  • Comprehensive health, dental, and vision insurance
  • Unlimited paid time off (PTO)
  • Opportunities for career growth and professional development
  • Flexible work environment
  • Remote employee perks, such as monthly meal budget, home office stipend, and utilities reimbursement

Approximate base compensation: $145,000-$165,000. Final package may vary and will be determined by various factors including location the role is expected to be performed, candidate experience, education and ideal qualifications.

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We are an equal-opportunity employer and encourage candidates from all backgrounds to apply. We are committed to creating an inclusive and diverse workplace.