Senior Manager Service Delivery (Remote in US)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

As a Senior Manager, Client Delivery, you will play a central role in managing service delivery for Gainwell Technologies. You will be a trusted delivery advisor to the Account General Manager (AGM), responsible for most aspects of service delivery assigned to your customer account. You will ensure best-in-class delivery through seamless integration of capabilities across Gainwell teams, consistently exceeding customer expectations by maximizing the value delivered and optimizing Gainwell's profitability.

Your role in our mission

Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining Gainwell, you become an integral part of our mission, supported by a team that values your expertise and contributions. As a Senior Manager, Client Delivery, you will:

• Support the AGM across all customer needs as a Subject Matter Expert for the Delivery organization. Develop a comprehensive understanding of customer contracts, including a deep insight into terms and contracts and their impact on delivery.
• Coordinate closely with Gainwell's infrastructure, security, and IT teams to ensure comprehensive coverage for service delivery. Work with implementation, engineering, product management, and other relevant teams for new service introduction and enhancements.
• Implement and manage systematic delivery status reporting to the customer and Gainwell, tailored to the audience's needs.
• Nurture strong connections with shared service leaders to personalize services for the customer and build relationships at all levels of the customer organization.
• Establish and implement a consistent data- and metrics-driven governance approach with clear and systematic escalation processes within Gainwell, up to the COO if necessary.
• Possess strong interpersonal and relationship-building capabilities with both external clients and internal facing teams.
• Handle recruitment, coaching, mentoring, performance management, and other people management responsibilities.

What we're looking for

• Strong Program Director with extremely well-developed and demonstrated program management skills and the ability to navigate both strategic and tactical aspects of delivery management.
• Ability to inspire confidence with the client and Gainwell leadership.
• In-depth understanding of the Healthcare/Medicaid business, clients, and solutions.
• A strategic thinker with strong financial acumen skilled in striking the right balance between maximizing client value while optimizing costs.
• An expert collaborator at working within deeply matrixed environments across large teams.
• You will be evaluated based on the following considerations (not exhaustive):
• • Experience managing revenue and growth (if applicable), account profitability and growth (if applicable), ROI, etc.
  • Experience with customer satisfaction. Focusing on CSAT, NPR, other formal and informal feedback.
  • Preference given to candidates that live within commuting distance to Boston MA for the occasional Client Meeting.

What you should expect in this role

• This is a full-time permanent regular salaried (W-2) employee position.
  • Monday through Friday work schedule (40 hours per week).
• Upward career advancement is possible and encouraged.
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download