Director, Client Success

1 week ago

Downers Grove, United States 3Cloud Full time

Are you looking for a role that motivates and challenges you? Are you ready for an opportunity for growth? Do you want to work on teams where people roll up their sleeves to take on tough problems together, and regularly blow the doors off our clients with their outstanding teamwork? If you answered yes to those questions, 3Cloud might just be for you

At 3Cloud, we hire people who aren't afraid to experiment or fail. We hire people who are willing to give direct and candid feedback to their managers, leaders, and team members. We hire people who jump at those opportunities because they care about our collective growth and success. We hire people who challenge and hold each other accountable for living 3Cloud's core values because they know that it will result in amazing experiences and solutions for our clients and each other.

The role plays a pivotal need for ensuring the successful delivery, quality, and client management of programs within an organization. This position requires a combination of both account management and delivery acumen, leveraging strategic thinking, project management expertise, and strong interpersonal skills to build and develop delivery teams, effectively oversee the project/program execution, maintain high standards of quality, and cultivate positive relationships with clients.

**Qualifications**:

- Delivery Experience
- At least 8 years of experience as a Project Manager, Program Manager, Engagement Manager, Client Partner, or equivalent roles that have led complex projects or programs through technology transformations
- Experience with project management methodologies such as Waterfall, Agile, Scrum, SAFe, Kanban
- Experience delivering projects based on Microsoft technologies
- Experience participating and/or leading projects focused on cloud infrastructure and security, cloud migrations, data & analytics, and custom software development
- Experience with tools such as Azure DevOps, Jira, MS Project
- Experience in negotiation, vendor management, scope management, project planning, project budgeting, issue management, risk management, change management, knowledge management, contract management, relationship management and resource management
- Business Analyst or similar experience gathering and defining requirements
- Team oriented focusing on close collaboration and team enablement in hybrid client / 3cloud environments
- Healthcare Experience
- Understanding of healthcare Data Standards such as HL7, FHIR, ICD-10, and SNOMED CT
- Knowledge of Electronic Health Records (EHR) Systems (Epic, Cerner, and Meditech)
- Understanding of clinical data workflows, including data capture, storage, and analysis
- Familiarity with patient management systems and clinical decision support systems (CDSS)
- Insight into the daily operations of healthcare providers, including clinical, administrative, and financial processes
- Experience working in or with hospital information systems (HIS)
- Knowledge of healthcare regulations and compliance requirements, including HIPAA, HITECH, GDPR, and local regulations
- Understanding or experience in implementing and maintaining compliance with these regulations in data platforms and ML/AI solutions

**Key Responsibilities**:

- Client Management:

- Serve as the primary point of contact for clients, building and maintaining strong relationships based on trust, transparency, and communication.
- Collaborate with clients to understand their needs, expectations, and feedback, and incorporate this input into program planning and execution.
- Anticipate client needs and proactively address any concerns or challenges to maintain high levels of satisfaction and retention.
- Identify risks and issues before they become problems and alert client to them regularly to improve program quality.
- Work through conflict with tact and grace to create an improved working environment and an atmosphere of teaming.
- Program Oversight:

- Develop and implement strategic plans for program execution, ensuring alignment with organizational goals and objectives in coordination with the Industry Leader.
- Provide leadership and direction to project teams, fostering a collaborative and productive work environment.
- Monitor program progress, identify risks and issues, and implement mitigation strategies to ensure successful delivery within scope, schedule, and budget constraints.
- Address conflicts and issues that arise during program execution, such as resource conflicts, scope changes, or stakeholder disagreements. They facilitate discussions, negotiate solutions, and escalate issues as needed to ensure timely resolution and maintain program momentum.
- Stakeholder Engagement:

- Engage with internal and external stakeholders to ensure alignment of program objectives with broader organizational priorities.
- Facilitate regular communication and collaboration among stakeholders to foster consensus and resolve conflicts as needed.
- Advocate for the program and its stak

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