Director, Platform Adoption & Outcomes

Based in Orlando, FL, The Garage is a high-tech population health management platform deep-rooted in developing digital tools that accelerate the transformation to value-based care across the country. The Garage has been working with Accountable Care Organizations (ACOs), Managed Service Organizations (MSOs), Independent Physician Associations (IPAs), Federally Qualified Health Centers (FQHCs), and many other value-based integrated delivery networks since its inception in early 2012. In a short span, the Garage has integrated 140 healthcare organizations, 25,000 physicians, and more than 15 million patient lives. We are committed to integrating all the different constituents of the ecosystem in value-based care with a Digital first, Data first approach. 

We are looking for a Platform Adoption and Outcomes Director who will roll up their sleeves and lead from the trenches. As a key member of the Platform Adoption and Outcomes team, the Director will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. Oversee training, adoption, and success of products for assigned clients. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.

Objectives of this role: 

• Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction. 
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services. 
• Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from Product Management and Delivery teams. 
• Communicate effectively with both internal and external leadership to better understand customer needs, maximize retention and growth, and share learnings. 
• Maintain existing customer-success metrics and data as directed. 
• Identify and seize expansion opportunities within existing clients. 
• Partner with teams across Sales, Marketing, Product Management and Delivery to synchronize Platform Adoption and Outcomes efforts with company goals. Offer insights to refine operational processes. 
• Build robust customer relationships, serving as a trusted advisor and go-to for escalations. Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services. 

 Responsibilities: 

• Serve as day-to-day contact for assigned clients, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both. 
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals. 
• Serve as liaison and point of contact between internal departments and designated client contacts. 
• Collaborate, problem-solve, and/or strategize with team members at upcoming client meetings. 
• Work with sales and marketing teams to boost customer referrals and develop case studies. 
• Promote value through customer experience. 
• Review customer complaints and concerns and seek to improve customer experience. 
• Understand key population health management workflows and find the best fit for product adoption. 
• Help translate business requirements into high level product requirements. 
• Able to provide adequate support to leadership and communicate effectively across multiple levels of the business. 
• Develop, own and maintain project and product documentation. 
• Track project and product development schedules. 
• Maintain written reports of progress meetings and distribute them to relevant client meetings. 
• Ensure consistent improvement in productivity of Platform Adoption and Outcomes team at the Garage. 
• Act as a liaison between clients and internal teams to ensure timely and successful delivery of services. 
• Develop and manage client portfolios. 
• Assist in creating training courses and educational materials. 
• Evaluate and improve tutorials and other communication infrastructure. 

Required skills and qualifications: 

• 5 years of experience in account management, or customer success, with proficiency in various customer engagement techniques and renewal processes. 
• 8 years of experience in the healthcare Industry.
• Strong skills in verbal and written communications, strategic planning, and project management. 
• Ability to work effectively across multiple departments in a deadline-driven environment. 
• Active team player, self-starter, and multitasker who can quickly adjust priorities. 
• Demonstrated success in operational efficiency, showcasing analytical thinking, strategic planning, and problem-solving. 
• Ability to navigate changing business priorities, collaborate effectively, and manage uncertainty. 
• Skilled in optimizing team processes and executing impactful projects efficiently. 
• Accountability and personal organization are essential. 

 Preferred skills and qualifications: 

• 3-5 years of experience in Rural Healthcare IT
• Bachelor’s degree or equivalent 
• Knowledge of SaaS industry, with experience guiding early-stage companies and enhancing customer satisfaction. 
• Knowledge of healthcare workflows from hands-on experience in related fields like sales or medical administration. 
• Knowledge project management tools 

Location & Work Arrangement:

While this position is open to remote candidates, preference will be given to those located in the Orlando metro area or willing to relocate, as the role is designed to operate in a hybrid work environment.

Compensation

The salary range for this position is $100,000-$120,000 annually, based on experience and qualifications.