Senior Director, Implementation (Professional Services)

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

Overview:   The Senior Director of Implementations is responsible to deliver client deliverables, developing and implementing client engagement strategy, manage the operational planning, implementation, operational oversight and providing support to enable deployment of Inovalon’s new products and services for clients. The Senior Director of Implementations is accountable for direction, coordination, implementation, execution, and successful completion of implementations. This position will work closely with departments across the organization to coordinate program delivery from beginning to end. This position provides functional and technical leadership for all client activities, including the cross functional delivery of products and services. This role will require collaboration with Product, Technology, functional leads, Sales and Clients to support the design, development and delivery of Inovalon’s products and services. This position is also responsible for establishing consistent and scalable implementations approaches to help accelerate the deployment of Inovalon products and services with continued client support for optimization of key products and services once launched. You will be expected to manage and grow the organization which includes Implementation Services, Project/Program Management, Client Engagement and Implementation Leads. You will set clear objectives for personnel, develop and deploy sound “go-to-market” strategies and programs which will ultimately drive significant increases in market share and revenue.

The Senior Director of Implementations is responsible for providing leadership, setting strategic direction, enabling Client Implementation teams for deployment and support of Inovalon products. This role is a direct report to the Senior Vice President of Client Success.

Duties and Responsibilities:

• Oversee the execution of a cohesive and comprehensive implementation program plan, revising as appropriate to meet changing needs and requirements;
• Overall strategy, planning, directing and oversight responsibility of multiple projects, products, services or functions typically requiring the utilization or management of resources across multiple departments or functional areas;
• Provide functional and technical leadership for all Client beta and pilot implementations of new products and services driving cross-functional delivery of systems and services to Clients;
• Consult with client and provide expertise to structure an effective implementation;
• Ownership of the business process workflow for new and existing clients including providing sales support to include but not limited to on-sites, training, marketing collateral review and RFP responses;
• Develop strong partnerships with functional leaders to drive focus on business objectives. Be a trusted partner for executive management to ensure program success;
• Drives cross functional teams to ensure timely execution of implementation deliverables, and resolution of open issues and action items;
• Works closely with Product, Technology, Sales and Operations to finalize the details of the program solution and ensure successful outcomes, including financial, operational and customer satisfaction;
• Define and deploy client implementation strategies that preserve Inovalon and client expertise while delivering effective, efficient consultative support and project management;
• Drive change and evolve the project implementation model on how we meet the needs of our clients by improving client satisfaction and providing efficient and effective implementation;
• Provide leadership and continuous coaching and training to Implementation Team;
• Accountable for managing escalations, communications, metrics reporting and SLAs;
• Develop data-driven analytics and simple yet effective visuals to drive real-time insights to inform client implementations;
• Proactively seek out opportunities for organizational improvement; and
• Drive organization towards metrics and revenue goals, with the objective to exceed business expectations by ensuring adherence to processes, procedures, standards an