**Director of Customer Onboarding (Remote) – Lead the Way in Delivering Exceptional Customer Experiences at arenaflex**

At arenaflex, we're on a mission to revolutionize the way we approach customer onboarding and implementation. As a Director of Customer Onboarding, you'll play a pivotal role in leading our efforts to enhance customer engagement, ensure smooth program implementation, and drive exceptional customer experiences. If you're a seasoned leader with a passion for customer experience, relationship management, and program implementation, we want to hear from you.

• *About arenaflex**

arenaflex is a dynamic and innovative organization that's dedicated to delivering exceptional customer experiences. We're a team of passionate professionals who are committed to making a positive impact in the lives of our customers. Our company culture is built on collaboration, shared success, and a commitment to excellence. We're proud to offer a comprehensive benefits package, opportunities for career growth and development, and a work environment that's both challenging and rewarding.

• *Responsibilities of the Director of Customer Onboarding**

As a Director of Customer Onboarding, you'll be responsible for leading the onboarding and implementation of ~10 OBHG programs on an ongoing basis. Your primary focus will be on enhancing customer engagement and ensuring smooth program implementation, marked by effective collaboration and proactive problem-solving. Your key responsibilities will include:

• **Manage the day-to-day activities of customer onboarding and implementation for assigned programs**: You'll be responsible for overseeing the onboarding process, ensuring that all programs are implemented on time and within budget.
• **Serve as the key point of contact for customer interactions during the onboarding process**: You'll be the primary point of contact for customers, providing guidance, support, and ensuring that their needs are met.
• **Work collaboratively with cross-functional teams to meet the goal of reducing Time to Onboard (TTO) and enhancing overall customer satisfaction**: You'll work closely with our matrix teams to identify opportunities for process improvement and implement changes that drive better outcomes.
• **Proactively identify and address risks and issues in program implementations, escalating concerns to leadership as needed**: You'll be responsible for identifying potential risks and issues, and working with leadership to develop and implement mitigation strategies.
• **Lead contract negotiations and manage customer relationships to ensure clear and effective communication throughout the customer onboarding journey**: You'll be responsible for negotiating contracts, managing customer relationships, and ensuring that all parties are aligned and informed.
• **Drive process improvements and adherence to best practices across matrix and onboarding teams**: You'll work to identify opportunities for process improvement and implement changes that drive better outcomes.
• **Provide comprehensive weekly updates to leadership on program status, challenges, and achievements**: You'll be responsible for providing regular updates to leadership, ensuring that they're informed and aligned with program progress.
• **Facilitate warm and effective transition of programs leading up to and following Go-Live with the "steady state" operations team**: You'll work to ensure a smooth transition of programs, ensuring that all parties are aligned and informed.
• **Manage operational aspects of customer success initiatives, ensuring effective implementation techniques and strategies that enhance overall program success**: You'll be responsible for managing the operational aspects of customer success initiatives, ensuring that they're implemented effectively and drive better outcomes.
• **Act as the primary point of contact for client concerns and feedback, effectively managing relationships to foster long-term partnerships and satisfaction**: You'll be the primary point of contact for clients, providing guidance, support, and ensuring that their needs are met.
• **Regularly evaluate and report on key performance indicators (KPIs) related to onboarding efficiency and customer satisfaction, using data to drive continuous improvement**: You'll be responsible for evaluating and reporting on KPIs, using data to drive continuous improvement and better outcomes.

• *Essential Skills/Credentials/Experience/Education**

To be successful in this role, you'll need to possess the following essential skills, credentials, experience, and education:

• **Passion for customer experience, relationship management, and program implementation**: You'll need to be passionate about delivering exceptional customer experiences, building strong relationships, and implementing programs that drive better outcomes.
• **3+ years proven track record in managing complex customer onboarding processes or similar leadership experience within the healthcare/medical services industry**: You'll need to have a proven track record of managing complex customer onboarding processes or similar leadership experience within the healthcare/medical services industry.
• **Strong strategic thinking and leadership skills, with the ability to work effectively as an individual contributor**: You'll need to possess strong strategic thinking and leadership skills, with the ability to work effectively as an individual contributor.
• **Excellent communication and negotiation skills, with a demonstrated ability to manage key stakeholder relationships**: You'll need to possess excellent communication and negotiation skills, with a demonstrated ability to manage key stakeholder relationships.
• **Requires interpersonal skills to be able to interact effectively with all levels of hospital staff, medical staff, patients, governmental and other external agencies, members of the general public in sensitive, delicate and/or complex situations**: You'll need to possess interpersonal skills that enable you to interact effectively with all levels of hospital staff, medical staff, patients, governmental and other external agencies, members of the general public in sensitive, delicate and/or complex situations.
• **Ability to thrive in a fast-paced environment**: You'll need to be able to thrive in a fast-paced environment, with multiple priorities and deadlines.
• **Experience in process improvement, negotiations, and risk management**: You'll need to have experience in process improvement, negotiations, and risk management.
• **Bachelor's degree in Business, Healthcare Administration, or a related field; Master's degree preferred**: You'll need to possess a Bachelor's degree in Business, Healthcare Administration, or a related field; a Master's degree is preferred.

• *Preferred Skills/Credentials/Experience/Education**

While not required, the following skills, credentials, experience, and education are preferred:

• **Preferred Obstetrical experience and/or physician practice management experience**: You'll need to have preferred Obstetrical experience and/or physician practice management experience.
• **Strong computer skills, extensive experience in Word, Excel & PowerPoint**: You'll need to possess strong computer skills, with extensive experience in Word, Excel & PowerPoint.
• **Preferred understanding of medical terminology**: You'll need to have a preferred understanding of medical terminology.
• **Knowledge of relevant state and federal healthcare regulations**: You'll need to possess knowledge of relevant state and federal healthcare regulations.

• *Mental and Physical Demands (per ADA guidelines)**

This role requires:

• **Physical Demands: Sitting for long periods of time. Occupation requires this activity more than 66% of the time (5.5+ hrs/day)**: You'll need to be able to sit for long periods of time, with minimal physical activity.
• **Travel Demands: Moderate to extensive air and land travel (35%+) between corporate headquarters and client locations**: You'll need to be able to travel moderately to extensively, with frequent air and land travel between corporate headquarters and client locations.

• *What We Offer – The Good Stuff**

At arenaflex, we're committed to providing our employees with a comprehensive benefits package, opportunities for career growth and development, and a work environment that's both challenging and rewarding. Here are some of the benefits we offer:

• **A mission-based company with an amazing company culture**: We're a mission-based company with a strong culture that values collaboration, shared success, and a commitment to excellence.
• **Paid time off & holidays so you can spend time with the people you love**: We offer paid time off and holidays, so you can spend time with your loved ones.
• **Medical, dental, and vision insurance for you and your loved ones**: We offer medical, dental, and vision insurance for you and your loved ones.
• **Health Savings Account (with employer contribution) or Flexible Spending Account options**: We offer Health Savings Account (with employer contribution) or Flexible Spending Account options.
• **Paid Parental Leave**: We offer paid parental leave, so you can spend time with your new baby.
• **Employer Paid Basic Life and AD&D Insurance**: We offer employer-paid basic life and AD&D insurance.
• **Employer Paid Short- and Long-Term Disability**: We offer employer-paid short- and long-term disability.
• **Optional Short Term Disability Buy-up plan**: We offer an optional short-term disability buy-up plan.
• **401(k) Savings Plan, with ROTH option**: We offer a 401(k) savings plan with a ROTH option.
• **Legal Plan**: We offer a legal plan.
• **Identity Theft Services**: We offer identity theft services.
• **Mental health support and resources**: We offer mental health support and resources.
• **Employee Referral program – join our team, bring your friends, and get paid**: We offer an employee referral program, so you can bring your friends to join our team and get paid.

• *Apply Now**

If you're a seasoned leader with a passion for customer experience, relationship management, and program implementation, we want to hear from you. Apply now to join our team and help us deliver exceptional customer experiences at arenaflex.