Director, Program Management

Overview
Position Overview:

The Program Management Director is responsible for the successful delivery of Professional Services to a portfolio of HealthEdge customers. The Program Management Director works closely with Account Management, Sales and customers to understand customer needs and assembles cross-functional teams to meet those needs with a high level of quality. About Global Professional Services: Our Global Professional Services team supports customer-funded service delivery initiatives separate from standard SaaS license support activities. Examples include customer implementations, business expansion, and optimization initiatives. Your Impact:

- Work closely with the Account Executives for a portfolio of accounts to develop a long-term strategy and pipeline of projects for each account.

- Work closely with Sales to evaluate prospective customer needs and develop pre-sales implementation proposals.

- Leverage expert resources within Professional Services to estimate and propose solutions that meet customer needs.

- Maintain a pipeline of upcoming projects and continuously re-forecast resource demands and revenue to help ensure optimal staffing levels to meet demand.

- Support the creation and negotiation of Statements of Work to deliver services and solutions.

- Lead and Support cross-functional teams, including Project Managers, Consulting Leads, and Technical Product Leads, to deliver services and solutions.

- Meet regularly with Project Managers and customer stakeholders to monitor overall project health including schedule, margin, utilization, and achievement of both customer and HealthEdge business objectives.

- Work with cross-functional teams to identify and mitigate areas of risk at both the project and organizational level.

- Collaborate with HealthEdge and customer senior leadership to ensure expectations and processes are aligned to ensure project success.

- Monitor and drive adherence to best practices (both internally and externally) and contribute to ongoing refinement of these practices.

- Monitor customer satisfaction with Professional Services deliverables and champion changes that will continuously improve HealthEdge ’s offerings.

- Work with Professional Services PMO and Finance to track a P&L at the client and portfolio level. Manage customers to an appropriate level of profitability.

- Act as an escalation point for customers and team members to help resolve complex / critical customer situations.

- Work with peers and Account Management to prioritize HealthEdge deliverables across all customers as needed.

- Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII. What You Bring:

- Bachelor’s degree.

- 5+ years of experience in a role with direct responsibility for a consulting practice or managing a portfolio of accounts within a Professional Services organization.

- 5+ years of experience within the healthcare insurance, healthcare technology, or related industry is required.

- 10 + years of consulting and project management experience.

- Excellent analytical and problem-solving skills. Ability to negotiate solutions to complex issues that satisfy the needs of a diverse group of constituents.

- Proficiency in negotiating and managing conflict.

- Passionate about producing high-quality work and customer delight.

- Exceptional verbal and written communication skills.

- Proven ability to interact successfully with individuals at all levels of the organization, including “C Suite” executives both within HealthEdge and at the customer.

- Ability to influence others in a matrixed environment.

- Flexible in adapting to changing priorities.

- Self-motivated, proactive and able to work well under pressure in a fast-paced, results-oriented environment.

- Ability to challenge status-quo in order to continuously improve processes and offerings.

- Ability to evaluate and negotiate Statements of Work.