Lead, Value Enablement
Remote
Job Summary
Lead execution of the Customer Value Enablement program, including roadmap coordination, milestone tracking, cross-functional follow-up, and delivery support. Operationalize existing value enablement frameworks, diagnostics, and playbooks to support consistent customer performance discussions. Establish and maintain a practical execution roadmap with near-term, mid-term, and longer-term deliverables, owners, and success measures. Provide clear, role-based guidance to Customer Success, Advisory, and related teams on interpreting performance signals and when to escalate concerns. Define and monitor success measures related to customer outcome improvement, earlier risk identification, and reduced value-driven escalations. Enhance diagnostic frameworks and escalation pathways for identifying performance-based risk. Partner cross-functionally with Product, Analytics, Operations, and Customer Success leaders to align on data, KPI definitions, and enablement needs. Support internal efforts through documentation, training materials, and learning sessions. Prepare concise, executive-ready summaries and recommendations for leadership decision-making.
Required Qualifications
- 8–12 years of experience in healthcare operations, consulting, customer success, value realization, performance improvement, or a related field
- Experience supporting or improving revenue cycle outcomes across one or more of the following areas: claims and denials, reimbursement, revenue capture, CDM governance, patient access, or healthcare performance analytics
- Proven experience leading cross-functional workstreams from concept through execution, including accountability for deliverables and measurable outcomes
- Strong program or project management capability, including the ability to break large initiatives into manageable workstreams, coordinate dependencies, and drive progress without direct authority
- Solid understanding of healthcare revenue cycle operations, performance measurement, and analytics-informed decision-making
- Ability to balance hands-on execution with process improvement and scalable program development
- Comfort operating in ambiguity, improving evolving processes, and influencing stakeholders across multiple functions
- Strong written and verbal communication skills, including the ability to translate complex information into clear guidance and executive-ready updates
- Bachelor's Degree
- Prior experience in customer value realization, healthcare analytics, performance improvement, or management consulting
- Familiarity with customer success platforms (e.g., Gainsight), analytics solutions, or value dashboards
- Ability to create scalable operating models, frameworks, and documentation
- High degree of ownership, bias toward action, and ability to operate independently
- Must occasionally lift and/or move up to 15 pounds
- Must be able to talk, listen and speak clearly on telephone or video calls
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