Director Onboarding, Enterprise

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The Director of Customer Onboarding athenaOne is responsible for the general leadership of the Customer Onboarding Success Group. This includes overseeing all aspects of new and existing implementation engagements. The Director of Customer Onboarding is expected to provide guidance to Onboarding Success Managers, drive best practices, and provide insight into department performance to the rest of the leadership team. They are ultimately responsible for ensuring consistency and quality while driving successful implementations for our customers.  

Reporting directly to the Executive Director of Customer Onboarding Success, the Director of athenaOne Customer Onboarding Success is a key member of the Onboarding Leadership Team achieving departmental revenue activation goals. A successful Director will oversee project implementations, balance people management and customer-centric service delivery, and deliver services on time with high quality. They will also identify opportunities in the company’s processes to deliver our services more efficiently and effectively. The Director will prioritize creating a high-performing, collaborative team culture focused on delivering exceptional value to customers.  

Essential Functions (Duties and Responsibilities): 

50% athenaOne Implementation Leadership 

• Lead and mentor a team of Onboarding Success Managers to ensure the successful execution of multiple customer implementation projects, while driving accountability for consistency and quality.  

• Oversee the end-to-end implementation process, including project scope, timeline achievement, and Develop, articulate, and execute a clear strategy for the Customer Onboarding team, in alignment with the company’s overall business goals, to continuously evolve and improve how we work.  

• Lead and mentor a team of Onboarding Success Managers to ensure the successful execution of multiple customer implementation projects, while driving accountability for consistency and quality.  

• Proactively track key performance indicators to assess team efficiency and the effectiveness of implementations.  

• Develop customer relationships to support their business goals and deliver world class service.  

• Identify and address skill gaps and provide professional development to enhance team performance. 

• Act as primary escalation point for implementation issues, ensuring that customers receive best-in-class service by working with internal teams and partners to manage and drive solutions.  

• Support growth initiatives and add-on services and solutions for existing athenaOne customers 

• Partner with Sales, Customer Success Management and Product to deliver an exceptional and consistent customer experience, predictable customer outcomes and revenue realization 

• Partner with Sales, Customer Success Management, CaTS  and Product to support and ensure deal scope, methodology understanding as requested. 

• Identify and prioritize the most important results that have a clear, positive, and direct impact on customer performance 

• Identify and eliminate obstacles that affect onboarding performance 

• Leverage data and the tools to proactively align resources to meet the business needs of clients within your book of business 

• Execute and deliver on budget, revenue forecast and revenue expectations 

• Actively influence and monitor key performance indicators and business metrics 

• Anticipate and mitigate risks to clients within your book of business 

• Proactively monitor customer sentiment during the onboarding process to ensure post-live success and performance 

30% Growth, Strategy and Innovation

• Collaborate with the Customer Onboarding Senior Leadership team to define long-term goals and strategies for athenaOne implementation that align with the company’s overall business objectives; ie speed to revenue 

• Hands-on program management of implementation projects (QBRs, cross-functional OKRs, etc.) 

• Build & maintain a culture of creative problem solving, ownership, diversity & inclusion that enables innovation & empowers team members with responsibility and accountability 

• Nurture a culture of innovation to pr