Director, Professional Services (Multi Segment)

Job Description

At Kyruus Health, our mission is to connect people to the right care, in pursuit of our vision: a better healthcare system- one that’s transparent and accessible- where everyone gets the care they need. Our values are at the heart of everything we do:

We care deeply – We do the right thing even if it’s the harder thing. 

We are fiercely driven – We harness our curiosity to pursue continuous improvement and create simple solutions to complex problems.

We lead with respect – We celebrate the individual traits that make each of us unique and seek out diverse voices to listen and learn.

We are accountable – We do what we promise for each other and our customers.

Here’s what that would mean for you in the Director, Professional Services (Multi Segment) role.

Care: As a leader of the Implementation Team, you’ll play the role of people manager, team strategist, and customer escalation point to provide both internal and external support to our customers. You’ll contribute to the development of the Kyruunauts that report to you by understanding their career goals and challenges, and equipping them to be as self-sufficient as possible, while also providing assistance and guidance as needed. You’ll demonstrate care in executive partnership with our customers by building trusting relationships, mitigating project risks, and maintaining good project health. 

Driven: You are driven by department and corporate scorecard metrics, customer satisfaction and delivery feedback, team performance opportunities, and process improvement. 

Respect: You demonstrate respect by building strong, trusting relationships with your direct reports as well as your cross-functional leadership peers. You will lead with tenacity and integrity. 

Accountable: You are accountable for driving, reporting on, and being audible-ready for business metrics, project health, and team operations (e.g. capacity, cycle time, profitability). You are accountable for ensuring project deliverables are met, risks are mitigated, and customers are set up for success and achieve desired results. You are also accountable for identifying and enabling people and team development. 

What you will do in a Director, Professional Services (Multi Segment) role at Kyruus Health:

• People Leadership: 
• You’ll onboard, people-manage, and coach a team of Implementation and Senior Implementation Managers that span Medical Group, Health System, and Payer markets. You will support them in their internal and external initiatives, identify areas of opportunity, and facilitate continual learning to refine and further develop expertise. 
• You will foster a culture of synergy amongst your team, such that you look for opportunities to unify across product and market segment lines. 
• You’ll proactively assist your team with forward thinking around personal and business growth, as well as with ways to improve customer focus and service delivery. You’ll guide them through measures of success. 
• You’ll be responsible for maintaining a happy and curious team, managing capacity planning/staffing, and tracking utilization for your team. 
• You’ll reinforce a culture of accountability by holding your team accountable for effective project management including: all “make the bed” activities (e.g. updating standard project plans, completing timesheets, documenting key decisions and next steps, etc.), balancing and navigating the needs of clients, monitoring project health, and maintaining project risk visibility internally and externally. 
• You’ll reinforce and support a culture of proactive and thoughtful feedback for both process and people coaching. You’ll demonstrate appropriate feedback delivery and coach others on how to provide feedback as well. 
• You will lead by example, by demonstrating a bias to action with a sense of urgency to drive results; orienting around the “north star” of driving customer satisfaction and delight, you will constantly seek ways and take actions to service our customers better (and will expect your IMs to mirror). 

Internal Leadership: 

• You’ll partner with the VP of Professional Services as a thought leader to cross-functionally influence, construct, and execute on scorecard metrics across all segments. 
• You’ll monitor and track data pertaining to team and scorecard metrics. You’ll proactively own: identifying trends, highlighting areas of improvement, and reporting out on these findings to leadership with actionable steps to improve. 
• You’ll work diligently to ensure your team drives towards cross functional metric success, and you’ll look for data trends and feedback to identify areas of opportunity in the customer and implementation experience. You’ll take next steps to prioritize how to optimize these areas in partnership with your IMs and/or the Client Engagement teammates (e.g. driving down cycle time, increasing profitability margins, etc.). 
• You’ll be audible-ready to report out on details pertaining to your direct reports’ books of business, including client scope, project health, customer relationship, and budget/profitability. 
• You’ll have line-of-sight into the sales pipeline and team capacity to skillfully execute on staffing and planning. 
• You’ll build and maintain strong, trusting relationships with leadership cross-functionally and partner with them on areas of continuous improvement, seeking out opportunities for the betterment of your team, people growth opportunities, and ways in which we can better delight our customers. These relationships will not only span various teams, but will also enable strong cross-functional collaboration across segments – Medical Group, Health System, and Payer. 

Customer Leadership: 

• You will serve as the escalation point – both internally and externally – for all customers within your IMs’ BoBs that do not have staffing from Client Engagement. You will navigate issue resolution and engage with customers as needed, to ensure project success and customer satisfaction. 
• You will have an understanding of overall product and process offerings across market segments. 
• You’ll leverage excellent executive presence and business acumen by managing different points of view, developing strategic partnerships, building trust, and demonstrating the value of Kyruus Health’s products and services. 
• You’ll support the internal Kyruus Health project team, and will also partner with the client’s executive team, as needed, to track project health, mitigate project risks, review and prepare for organizational readiness, and align on key milestones and measures of success. 
• You’ll report to the Vice President, Professional Services within the Delivery Team. 

How You Can Grow 

• Kyruus Health will bring you through an onboarding process that is both structured and self-guided, designed to enable connection and productivity as you learn more about our company, functions and products. Additionally, we have a culture of feedback, inclusive of our performance review process that provides you with the coaching, resources and opportunities to help you learn and grow with us. 
• Kyruunauts in the Director, Professional Services (Multi Segment) role can move in a linear career path to Senior Director, Professional Services (Multi Segment). 
• Kyruus Health also loves to see an internal transfer. If a linear career path is not what you’re looking for, you can work with your manager and HR to explore lateral moves to other parts of the organization as you continue to grow with us. 

What you will bring:

• 12-16 years of experience in project management, implementation and/or professional services, within the Medical Group, Health System, and Payer space preferred.
• Cross functional customer strategy development and at-risk program management experience. 
• 10+ years experience, and excellence in talent management and team development.
• Deep knowledge of the Medical Group, Health System, and Payer market segments.
• Experience with supporting projects and teams of IMs who have implemented SaaS solutions for Medical Groups, Health Systems, and Payers. 
• Demonstrated ability to drive corporate results, implement and support continuous improvement, and leverage judgment for strategic prioritization. 
• Business acumen in executive relationship-building and strong executive presence.
• Excellent written and verbal communication skills. 
• Knowledge of/ability to learn Kyruus Health’s products and processes.
• Application of healthcare IT knowledge. 

Compensation Information:

• Base Pay Range: $150,000 – $185,000/year
• Other Compensation: In addition to your salary, this position is also eligible for our annual bonus program, equity, and benefits. Salary ranges are a guideline and pay is based on a variety of factors including; qualifications, competencies, skill-set, and organizational needs. Your recruiter can share more information about the salary range specific to your candidacy and other factors during the hiring process.
• Benefits: Our benefits package includes medical, dental, and vision benefits, unlimited paid time off (PTO), generous paid parental leave, a home office stipend, 401(k) program with company match, and a wellness and lifestyle program. Please refer to the company’s benefits section on our career page or connect with your recruiter for full details. 

Equal Opportunity Employer

Kyruus Health is dedicated to providing equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information. We will not discriminate, in any employment decision, against any individual or group on the basis of race, color, religion, sex, gender, national origin, citizenship, age, disability, sexual orientation, genetic information, or veterans/national guard/military reserve status. This shall be done in compliance with all applicable federal, state, and local laws in every location in which Kyruus Health has facilities.