Director, Provider Enablement and Success

Accountabilities:
The Director, Provider Enablement and Success will own the strategy, execution, and continuous improvement of provider enablement programs, ensuring customers receive effective support, training, and resources throughout their journey. This leader will establish scalable processes, strengthen customer relationships, and drive measurable improvements in adoption, satisfaction, and operational performance. Lead provider support, learning, and enablement operations to deliver consistent training, communications, self-service resources, and customer support experiences. Define operational goals, service standards, priorities, and success metrics aligned with provider outcomes and organizational objectives. Establish operating rhythms, reporting structures, and accountability processes across support, training, knowledge management, release readiness, and adoption initiatives. Drive improvements that increase team effectiveness, scalability, customer experience, and operational discipline. Identify opportunities to leverage generative AI tools to improve workflows, customer communications, training programs, and enablement capabilities. Own customer enablement outcomes, including satisfaction metrics, support performance, training effectiveness, adoption trends, and engagement levels. Partner with implementation teams to ensure new customers are prepared, trained, and positioned for successful adoption. Develop programs that increase adoption of key workflows, features, and best practices across the provider community. Monitor customer health indicators and adoption data to identify risks, challenges, and opportunities for improvement. Establish and manage Voice of Customer programs using feedback, support trends, satisfaction insights, and operational data. Translate customer insights into recommendations that improve product experience, documentation, workflows, training, and support processes. Partner with product, technical, implementation, and account teams to prioritize customer-driven improvements. Reduce avoidable support needs by strengthening self-service resources and scalable enablement solutions. Lead, coach, and develop provider enablement teams while fostering accountability, collaboration, and continuous improvement. Act as an escalation point for significant customer experience issues, adoption challenges, and operational risks. Communicate customer trends, performance metrics, risks, and recommendations through executive reporting and business reviews. Requirements: The ideal candidate is an experienced healthcare technology leader with a strong background in customer success, enablement, and operational transformation. They should have demonstrated experience leading customer-facing teams, improving service delivery, and creating scalable programs within complex healthcare environments. Bachelor’s degree required. 10+ years of experience in customer success, customer support, customer enablement, or related functions within a healthcare technology environment. 5+ years of experience leading managers and customer-facing teams. Prior experience with Epic environments required, including applications, implementation, training, support, analytics, operations, or customer success functions. Demonstrated experience working directly with healthcare provider organizations and clinical stakeholders. Proven ability to lead cross-functional operational improvement initiatives and organizational change efforts. Experience using generative AI tools to improve operational efficiency, customer programs, and team scalability. Experience developing KPIs, operational dashboards, executive reporting, and performance reviews. Strong leadership, coaching, organizational development, and performance management skills. Ability to build practical operating models, service standards, and scalable processes. Strong stakeholder management skills with the ability to influence technical, product, implementation, and customer-facing teams. Excellent written and verbal communication skills, including executive presentations, facilitation, and change management. Ability to translate customer needs, operational data, adoption trends, and feedback into actionable priorities. Strong analytical skills with the ability to identify opportunities through customer insights and performance metrics. Ability to travel up to 20% for customer meetings, team collaboration, and business needs. Preferred qualifications: Experience supporting Epic Community Connect environments. Experience with Salesforce Service Cloud, learning management systems, or knowledge management platforms. Experience managing customer onboarding programs, Voice of Customer initiatives, NPS programs, or customer advisory boards. Benefits: Opportunity to lead a high-impact provider enablement function within a healthcare technology organization. Mission-driven work focused on improving healthcare experiences and patient outcomes. Collaborative environment built around innovation, teamwork, and continuous improvement. Opportunity to influence strategy, build scalable programs, and shape future customer success initiatives. Professional growth opportunities within a rapidly evolving healthcare technology landscape. Inclusive workplace culture that values diverse perspectives, collaboration, and employee development. Competitive compensation and benefits package. Flexible work environment with support for remote collaboration. Opportunities to work with cross-functional teams across product, technology, operations, and customer success.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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