Director, Customer Enablement

We Breathe Life Into Data

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease. 

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health:

The mission for the Customer Enablement Director is to lead and develop a high-performing Customer Enablement team, that is responsible for all customer product training, onboarding, and migration rollout. The Director will partner closely with the team to provide strategic and tactical guidance, while ensuring high quality delivery that directly drives product adoption, ongoing utilization, and customer impact. Internally, the Director will contribute to strategic and operational initiatives including major product/platform migration initiatives, working cross functionally with Sales, Product, Engineering, and the Operations organization, to drive successful scaling and growth of the customer base.

Looking back on your first 12 months at Komodo Health, you will have accomplished…

• Successfully manage and develop a team of Customer Enablement Managers to drive product adoption, utilization, and impact
• Managed strategy and operational elements of the Customer Enablement team, including resource allocation, KPIs, demand forecasting, customer health management, and other team initiatives  
• Supported the development and implementation of tools, processes, and best practices to enable the growth and continued improvement of the Customer Success team 
• Drive scale and growth through cross-functional collaboration with leaders from internal teams on Product, Operations, Sales, Analytics, and Engineering

You will accomplish these outcomes through the following responsibilities…

• Implement a customer enablement playbook approach to consolidate product onboarding and training responsibilities across all business segments into a unified customer enablement team
• Design and implement KPIs to measure the impact and efficiency of the customer enablement team
• Upskill the customer enablement team through training and documentation of best practices 
• Create and implement strategies to increase customer adoption, utilization, and satisfaction from leveraging Komodo Health's Healthcare Map and data-driven insights.
• Deploy the customer enablement team to document and codify paths to value, ROI methodologies, and case studies from their partnership with Komodo
• Provide insights into and support overall team planning

What you bring to Komodo Health (required):

• 6+ years working on teams within healthcare SaaS and/or tech-enabled services companies responsible for managing software rollouts and ongoing user support guided by analytics, KPIs, and collaboration with other customer-facing teams (Sales, Customer Success)
• 3+ years experience in managing and mentoring teams providing technology/product training, hand-on user support, and general customer enablement
• High emotional intelligence, strong interpersonal and relationship building skills, and polished communications with internal and client executive stakeholders
• High attention to detail, engaging presentation skills, and the desire to lead strategic projects with high visibility

Additional skills and experience we’ll prioritize…

• Experience working with life science/biopharma customers, across various functions including sales, marketing, market access, medical affairs, clinical, HEOR/RWE using HCP, provider, payer, and patient-level data.
• Experience working on customer success and/or account management teams within healthcare SaaS and/or tech