Reports to the Vice President, Client Services

The client is the leading provider of managed business intelligence solutions for the healthcare industry. Their on-demand analytics platform provides software as a service to over 650 hospital organizations in the U.S. and the U.K. Their advanced technology and consulting services provide sustainable financial improvement in several key areas which impact a hospital's top and bottom line including revenue cycle, clinical performance, profit margin analysis, and self pay segmentation. The client is a profitable, rapidly growing business that is venture-backed and has been awarded one of the "Top 500 Fastest Growing Companies" in the United States in 2007. The company has a "high energy" work environment that rewards innovation and represents a tremendous personal growth opportunity for the right professional.

The client offers an extensive company-sponsored benefits package including medical, dental and vision insurance, 401(k) and FSA plans, life insurance and long term disability and long term care plans, generous PTO, and also offers a competitive base salary and performance bonus.

In addition, they offer formal training, knowledge sharing, on-boarding program, and career advancement based on meritocracy. Opportunities include managing a team and launching new products.

The Director of Client Training will be responsible for designing and implementing training and support programs, policies and procedures for internal and external training. He/she will manage a team of Training, Performance Support, and Help Desk Specialists to deliver these services to the company's’ internal and external clients. Functional responsibilities will include overseeing Curriculum Design, Materials Development, Client Training Delivery, and Client Help Desk services. The success of this position will be measured by key Performance indicators that may include, but not be limited to total number of training sessions, total number of clients trained, increased client usage and adoption due to enhanced training efforts. This is a highly visible hands-on position that is responsible for creating and managing the infrastructure of the Learning and Help Desk team, including the methods used to provide internal and external training (e.g., web, video, and classroom). This position is critical to the success of our rapidly evolving Client Success Organization and will report directly to the Vice President, Client Success. The candidate must be an experienced professional with a diverse skill set, and must process the ability to think strategically while executing tactically.

Essential Duties and Responsibilities

• Develops the vision and strategy for the Learning Services and Help Desk function so as to support business growth and change.
• Develop, track and report metrics (e.g., # training sessions, # clients trained, client usage increase) to demonstrate the success of the Learning Services and Help Desk.
• Plan and manage all aspects of the MedeAnalytics training solution, including interactive web sessions, onsite training sessions, development of additional training tools for both internal and external clients.
• Review, edit and create training programs/materials (trainers’ guides, participant materials, job aids, video and tutorial scripts)
• Ensure overall client satisfaction through successful delivery of Company Training to new and existing clients.
• Motivate, lead and support team members to provide excellent training curriculum and client support by ensuring that staff is properly educated to manage client base in a professional manner.
• Build and manage relationships at all levels within client organization. Establish trust and rapport with senior leadership, operational managers and application end-users.
• Partner with Account Executives to ensure Learning Services & Help Desk team members are meeting internal and external learning and client support expectations.
• Monitor relationships between Account Executives and Learning Services & Help Desk team members to ensure positive rapport and cross-education.
• In alignment with Client Success overall goals, create quarterly goals for Learning Services and Help Desk team. Perform quarterly/annual performance reviews on all team members.
• Manage and update Online Support System as well as develop and create centralized Client Help Desk.
• Partner with the other departments and others to develop a systematic process of education for all Learning and Client Support Specialists for quarterly releases.
• Assesses needs for team building within Learning Services & Help Desk and partners with management for appropriate program design.

• 10 years of Executive and/or Training & Client Support Management experience
• Relevant industry experience in Technology, Healthcare, and/or Financial Services
• Well versed in instructional design and adult learning methodologies
• Proven experience in instructional design and in eLearning
• Excellent communication and needs assessment skills
• Strong project management and team/leadership development skills
• Highly motivated and success-driven with the ability to implement and manage cross-functional projects
• Facilitates team motivation and team leadership skills
• Strong written and verbal communication skills. Strong presentation and client interaction skills.
• Knowledge of the healthcare Revenue Management Cycle best practices, processes, and policies
• Previous experience with a hosted software solution or ASP or SaaS based model a plus
• Bachelor's degree

Special Requirements

• Proficient in Microsoft Office suite (i.e., Microsoft Project, Excel, PowerPoint)
• Travel required as needed.

The above is intended to describe the general content of
and qualifications for the job. It is not an exhaustive
statement of all the functions, duties, or qualifications.

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