Job Description
Title: Customer Delivery Manager
Location: US, Remote
WE’RE LUMA HEALTH.
Needing healthcare can be hard getting care shouldn’t be.
We built Luma Health because we are all patients. We believe it should be easy to see and connect with our doctor. To get the care we need, when we need it.
So, we’ve created solutions to fix this problem. Our technology makes messaging easier, scheduling appointments more efficient, and it modernizes care delivery from beginning to end.
The Role: Customer Delivery Manager
We are looking for a highly driven and empathetic Customer Delivery Manager to join our Professional Services team. This role will serve as a hands-on strategic advisor, Luma product and platform expert to Luma’s customers during implementation, and during other Professional Services engagements.
The Customer Delivery Manager will be responsible for designing and delivering high impact value-driven solutions that align with the customer’s business goals. You will be responsible for overseeing the end-to-end process of implementation and engagement delivery, from initial planning and testing to go live and post-go live support. Your primary focus will be to ensure accurate delivery of the Luma platform by effectively managing project time timelines, resources, and communication throughout the entire Professional Services lifecycle.
On a day to day basis, you will work closely with technical and business customer stakeholders from all levels through C-suite and cross-functionally within Luma from Sales, Customer Success to Engineering to craft comprehensive solutions that reflect a strong understanding of typical business challenges or common objectives faced by customers within healthcare settings. You are not afraid to drive difficult conversations and remove roadblocks to guide, negotiate and implement new workflows that drive increased business value. You are proficient at analyzing issues and obstacles to identify and settle the issue’s root cause, and can identify appropriate corrective action.
You will also serve as an advocate to ensure standard processes are followed and contribute to developing new processes and framework to streamline the time and effort involved in professional services delivery.
The successful candidate will be a self-starter who has a track record of successfully delivering impactful healthcare solutions working through complex workflows with multiple stakeholders. This person is passionate about tackling difficult problems in healthcare and is excited by the ambiguity and opportunity that comes with working in a dynamic, fast-growing technology company.
What YOU will do at Luma Health
- Become an expert on the Luma Health platform and products
- Manage the solution design and implementation of strategic customers from contract through launch that is aligned with Luma’s product growth strategy
- Project Management – develop detailed project plans, schedules and identify potential risks and issues and proactively mitigate.
- Understand customer’s anticipated business outcomes and why they partnered with Luma Health, working collaboratively and having very strong communications skills across various levels of a client organization
- Understand the current state workflows and handle customer expectations; negotiate solutions to complex problems with both the customer and third-party partners
- You will provide go live support and own documentation to ensure smooth transition of ownership to Support and Customer Success team
Who You Are
- Background in healthcare customer success, management consulting, or software implementation at a health system, payer, EHR company, or third party in the healthcare IT space
- 5+ years in a customer-facing role interfacing with executive stakeholders and driving customer technical implementation.
- Must be a team player as demonstrated through managing complex implementations with multiple work streams
- Have experience understanding health system / customer needs and translating them into achievable goals & impact drivers
- Resourceful and innovative thinker who can work through and solve problems
- A great listener with the ability to communicate with people in diverse roles
- Excellent project management skills and ability to collaborate across multiple internal and external stakeholders
- Experience in documenting business processes and wire-framing system designs using process flow diagram tools (e.g. Visio, Lucid) as well as making recommendations for future state improved processes
- Have the ability to translate technical concepts to a variety of audiences from technical to operational to executive
- Experience leading discovery sessions, defining business requirements, writing user stories and providing detailed system and functional designs
- Strong presentation skills; able to effectively present a point of view and clearly articulate the rationale to a variety of partners
- Strong communication skills, both written and verbal; able to optimally develop materials that are appropriate for the audience
- Degree from a nationally-recognized and well-regarded four-year institution
What Would Set You Apart:
- Experience working in a growing start-up
- Experience working in healthcare