Summary
The mPulse Mobile Client Strategy & Operations team is looking for a talented Directory of Client Delivery to join our Client Operations team. You would report to the Associate VP, Client Services and will support key initiatives and projects across the Account Management Department. Within this role, you will work closely with Sr. CSMs and their teams to support complex implementations, troubleshoot issues which arise, assist with training and ensuring success across the CSM team. In this role, identifying and supporting process improvement opportunities will help the CSM team be successful as they work to implement mPulse Mobile programs for our clients.
Benefits
Permanent Flexible Hybrid work schedule (remote)
Medical insurance
Dental insurance
Vision insurance
Prescription drug coverage
401K
401K with company match
Life Insurance
Health Spending Account (HSA)
Flex Spending Account (FSA)
Paid holidays
Phone/Internet Stipend
Paid time off
Employee Referral Program
Community service programs
Culture
mPulse Mobile is reimagining health engagement to inspire healthier lives and deeper relationships between healthcare organizations and their consumers. Healthcare's leading Conversational AI platform combines with award-winning health education for the streaming age to deliver tailored digital health engagement that educates and activates healthcare consumers. With over a decade of experience, 100+ healthcare customers and more than 300 million conversations annually, mPulse Mobile has the data, the expertise and the solutions to drive healthy behavior change.
Responsibilities
Duties and Responsibilities:

• Manage a team of client success managers to ensure proper implementation and system integration of mPulse solutions
• Lead the implementation activities of the team, including, but not limited to, effective delegation of assignments, developing work schedules, providing necessary training & guidance.
• Utilize a workforce management system (Asana) to monitor projects and manage staff productivity to help track and measure results.
• Assess client's business and technical needs, developing and implementing an integration strategy to ensure optimal client experience.
• Consistently evaluate processes and look for ways to improve overall productivity and accuracy.
• Perform personnel actions, including performance appraisals, disciplinary actions, and interviewing candidates for employment; supervise the daily activities of the Client Success team.
• Serve as Subject Matter Expert (SME) for specific technical and process areas and share this knowledge and best practices with team members.
• Collaborate closely with Client Services leadership to develop a strategy on how to best scale implementations

Skills, Abilities & Experience:

• Relevant Bachelor's degree, or equivalent combination of education and experience; technical degree a plus
• 6+ years of related experience with 2 years as a technical delivery or implementation manager in a tech client services environment
• Demonstrate a passion for client services.
• Ability to contribute to a fast speed collaborative team environment with a high degree of professionalism and skill
• Self-motivation, proactive team player with the demonstrated ability to provide innovative and consultative technical ideas, sound decision-making, and critical thinking skills to inspire customer loyalty and adoption
• Strong project management skills coupled with organizing and prioritizing multiple tasks and projects across various participants.
• Working knowledge of MS Office and ticketing systems (such as Jira)
• Experience writing SQL queries, knowledge of HTTP protocol, and leading API implementations

Minimum Qualifications:

• Bachelor's Degree or 4 years related experience managing technical teams
• 5 years of related experience with 2 years as a technical delivery or implementation manager in a tech client services environment
• 5 years technical project management especially with a consultancy or solutions vendor
• 5 years management high-performance teams, including hiring/firing responsibilities
• Experience working in a matrixed environment
• 2 years as a technical delivery or implementation manager in a tech client services environment
• 2 years people management experience
• Experience managing a combination of people and technical work
• Experience writing SQL queries, knowledge of HTTP protocol, and leading API implementations

Requirements
5 years of related experience with 2 years as a technical delivery or implementation manager in a tech client services environment
5 years technical project management especially with a consultancy or solutions vendor
5 years management high-performance teams, including hiring/firing responsibilities
2 years as a technical delivery or implementation manager in a tech client services environment
2 years people management experience
Experience working in a matrixed environment
Experience managing a combination of people and technical work
Work experience writing SQL queries
Work experience leading API implementations
Knowledge in: Experience writing SQL queries, knowledge of HTTP protocol, and leading API implementations
Knowledge in: 2 years as a technical delivery or implementation manager in a tech client services environment
Knowledge in: Experience with technical project management especially with a consultancy or solutions vendor
Equal Opportunity Employer
Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.
Requisition #cktd7epvs66x50qnzgrto8g3z