Director, Product Implementation & Customer Success - University of Maryland Medical System

The University of Maryland Medical System is a 14-hospital system with academic, community and specialty medical services reaching every part of Maryland and beyond. UMMS is a national and regional referral center for trauma, cancer care, Neurocare, cardiac care, women’s and children’s health and physical rehabilitation. UMMS is the fourth largest private employer in the Baltimore metropolitan area and one of the top 20 employers in the state of Maryland. No organization will give you the clinical variety, the support, or the opportunities for professional growth that you’ll enjoy as a member of our team. 

General Summary

At UMMS, the Director, Product Implementation and Customer Success will join our dynamic iHarbor Innovation Center team and will be responsible for delivering and supporting iHarbor-powered products and solutions to enable UMMS and our clients to transform healthcare delivery and administration. This role will lead and manage every aspect of client facing delivery, including its planning, communication, risk assessment, software configuration and resources allocation. Further, this role will own the ultimate success for a portfolio of iHarbor’s customer base including UMMS; this includes seamless customer onboarding, program/project success, retention, and renewal. Working closely with external and internal stakeholders at all levels, this role will ensure successful delivery of projects and client satisfaction. This role will report to the Vice President, iHarbor Strategy and Operations.

Principal Responsibilities and Tasks

• Drive successful delivery of iHarbor’s products and solutions to clients.
• Serve as the primary point of contact for clients throughout the project life cycle and manage every aspect of the client's deliverable, including planning, communication, risk assessment, internal and external timelines, and resource allocation.
• Work closely with clients to understand and capture their business needs, helping them define success criteria and business impact.
• Establish regular cadences to lead implementation, project status and progress updates.
• Achieve customer satisfaction through successful on-time delivery of defined project scope.
• Define, drive, and demonstrate the value Return on Investment delivered to iHarbor’s customer base.
• Define and oversee lifecycle processes/touchpoints, including EBR/QBR process and “listening” points (e.g. on usage or product effectiveness).
• Develop and implement tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth.
• Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent customer churn.
• Work closely with iHarbor management to align on strategies, renewal forecasting, and account opportunities (i.e., opportunities and risks).
• Lead and mentor a high-performing implementation and customer success team.
• Become a subject matter expert on iHarbor’s products and solutions, including understanding how the products and solutions help drive value for UMMS, our clients, their stakeholders, and patients.
• Establish exceptional rapport and trust with your clients and stakeholders at all levels.
• Represent the voice of the customer by clearly articulating client needs to our software development and product managements teams to influence the direction of iHarbor product and solution new product features and by deeply understanding our customers’ objectives to become a trusted advisor.
• Drive continuous improvement of customer reference ability, experience, and health.
• Create Implementation and Customer Success playbooks that create and document repeatable processes, workflows, presentations, account plans, and scorecards.
• Manage customer escalations and methodical approaches towards resolution across the iHarbor team, including software development.
• Track implementation and customer metrics and maintain customer health scorecards with clear action plans.
• Travel and spend time onsite with strategic customers and UMMS hospitals.
• Perform managerial functions including hiring, discipline, training and development, and preparing performance reviews in accordance with UMMS policies and procedures.
• Perform other duties as assigned.

This is not a remote position. 

Education and Experience

• Bachelor’s degree Business Administration, Computer Science, Communications, or related field required. Master’s degree preferred.
• 8+ years’ leadership experience in an implementation, customer success, account management, consulting or program management role ideally in a healthcare technology, technology enabled clinical services, or software technology organization.
• 7+ years’ experience in healthcare technology as well as working with health systems and hospital clients.
• 5+ years’ experience leading high-performing, cross-functional initiatives, and teams.

Knowledge, Skills and Abilities

• Proven track record of understanding of complex technology implementations and integrations for an enterprise SaaS or healthcare organization, managing enterprise customers, and delivering outcomes for the customers that result in material Return on Investment and/or Annual Contract Value/Annual Recurring Revenue growth.
• Strong technical aptitude and passion for healthcare technology.
• Ability to work in a high growth environment and  navigate through ambiguity and balancing a combination of early-stage startup and large complex company environment and culture.
• Thrives amidst the challenges of an internal start-up environment within a large organization.
• Exceptional project management and functional requirements gathering skills.
• Ability to analyze, compare, contrast, and validate work with keen attention to detail.
• Strong technical and business acumen.
• Advanced skill managing cross-functional, multi-dimensional teams and projects of the highest complexity which have business risk and impact.
• Excellent customer service skills.
• Passionate about customer success and high-quality deliverables, and tenacious at driving long-term customer value.
• Proven leadership ability to work in agile, ambiguous situations and create structure to drive results.
• Self-starter, always driving to ensure optimal client experience.
• Advanced skill conveying complex clinical and technology concepts to diverse audiences.
• Energetic and enthusiastic leader, with the ability to effectively manage team tasks from conception through to completion with minimal supervision.
• Strategic thinker and creative problem solver, analytical and detail oriented.
• Able to balance multiple projects and prioritize competing needs.
• Keen sense of personal responsibility and accountability for delivering high quality work.
• Proven leadership ability to successfully motivate and inspire staff to high performance levels.
• Expert cross-functional collaboration skills and ability to achieve results with limited supervision.
• Advanced skill using innovative thinking to solve problems and facilitate the decision-making process.
• Expert skill presenting findings, conclusions, alternatives, and information clearly and concisely at all levels within and outside of the organization.
• Expert skill developing and maintaining collaborative working relationships with all levels of leadership, staff, customers, and vendors.
• Expert skill to influence, negotiate and persuade to reach agreeable exchange and positive outcomes.
• Expert leadership skills, including situational awareness, conflict resolution, establishing alignment and clear direction, and driving continuous improvement.
• Advanced analytical, conceptual thinking, planning, organizational, and problem-solving skills.
• Expert verbal, written and interpersonal communication skills.

Position is hybrid in Maryland

A cover letter would be useful in the submission to better understand candidate background and experience.