Director, Client Delivery Leader

Role Description

As a Client Delivery Leader (CDL), you will play a central role in managing all aspects of service delivery for Gainwell Technologies. You will be a trusted delivery advisor to the Account General Manager (AGM), responsible for all aspects of service delivery assigned to customer accounts. You will ensure best-in-class delivery through seamless integration of capabilities across Gainwell teams, consistently exceeding customer expectations by maximizing the value delivered and optimizing Gainwell's profitability.

Your role in our mission:

• Support the AGM across all customer needs as a Subject Matter Expert for the Delivery organization.
• Develop a comprehensive understanding of customer contracts, including a deep insight into T&Cs and their impact on delivery.
• Coordinate closely with Gainwell's infrastructure, security, and IT teams to ensure comprehensive coverage for service delivery.
• Work with implementation, engineering, product management, and other relevant teams for new service introduction and enhancements.
• Implement and manage systematic delivery status reporting to the customer and Gainwell, tailored to the audience's needs.
• Nurture strong connections with shared service leaders to personalize services for the customer and build relationships at all levels of the customer organization.
• Establish and implement a consistent data- and metrics-driven governance approach with clear and systematic escalation processes within Gainwell, up to the COO if necessary.
• Handle recruitment, coaching, mentoring, performance management, and other people management responsibilities.

Qualifications

• Strong Program Director with well-developed program management skills.
• Ability to inspire confidence with the client and Gainwell leadership.
• Strategic thinker with strong financial acumen.
• Expert collaborator in deeply matrixed environments.
• Strong interpersonal and relationship-building capabilities.
• In-depth understanding of the Healthcare/Medicaid business, clients, and solutions.

Requirements

• Demonstrate revenue and growth, account profitability and growth, ROI, etc.
• Customer Satisfaction (CSAT, NPR, other formal and informal feedback), retention, et al.
• Feedback from matrixed teams, SLA compliance, operational metrics, etc.
• Personal and professional development opportunities, including employee training and continuous improvement initiatives.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies to help build your skills and capabilities.

Company Description

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.