Client Delivery Lead

Summary

As a Client Delivery Leader (CDL), you will play a central role in managing all aspects of service delivery for Gainwell Technologies. You will be a trusted delivery advisor to the Account General Manager (AGM), responsible for all aspects of service delivery assigned to customer accounts. You will ensure best-in-class delivery through seamless integration of capabilities across Gainwell teams, consistently exceeding customer expectations by maximizing the value delivered and optimizing Gainwell's profitability.

We have a proven reputation for building and delivering impactful solutions. Join us in our mission to support underserved communities by improving public health outcomes and ensuring that the most vulnerable can lead healthier, happier lives – today and tomorrow.

Your role in our mission

Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining Gainwell, you become an integral part of our mission, supported by a team that values your expertise and contributions. As a CDL, you will:

• Support the AGM across all customer needs as a Subject Matter Expert for the Delivery organization. Develop a comprehensive understanding of customer contracts, including a deep insight into T&Cs and their impact on delivery.
• Coordinate closely with Gainwell's infrastructure, security, and IT teams to ensure comprehensive coverage for service delivery. Work with implementation, engineering, product management, and other relevant teams for new service introduction and enhancements.
• Implement and manage systematic delivery status reporting to the customer and Gainwell, tailored to the audience's needs.
• Nurture strong connections with shared service leaders to personalize services for the customer and build relationships at all levels of the customer organization.
• Establish and implement a consistent data- and metrics-driven governance approach with clear and systematic escalation processes within Gainwell, up to the COO if necessary.
• Handle recruitment, coaching, mentoring, performance management, and other people management responsibilities.

What we're looking for

• Program Management: Are you a strong Program Director with extremely well-developed and demonstrated program management skills and the ability to navigate both strategic and tactical aspects of delivery management? Do you have the ability to inspire confidence with the client and Gainwell leadership?
• Financial Acumen: Are you a strategic thinker with strong financial acumen skilled in striking the right balance between maximizing client value while optimizing costs?
• Matrixed Environments: Are you an expert collaborator expert at working within deeply matrixed environments across large teams?
• Relationship Management: Do you possess strong interpersonal and relationship-building capabilities with both external clients and internal facing teams?
• Background and Knowledge: Do you have in-depth understanding of the Healthcare/Medicaid business, clients, and solutions?

What success will look like

• You will be evaluated based on the following considerations (not exhaustive):
  • Demonstrate revenue and growth (if applicable), account profitability and growth (if applicable), ROI, etc.
  • Customer Satisfaction (CSAT, NPR, other formal and informal feedback), retention, et al.
  • Feedback from matrixed teams, SLA compliance, operational metrics, etc.
  • Personal and professional development opportunities, including employee training and continuous improvement initiatives. We are committed to your growth and success in this role.

What you should expect in this role

• Autonomy, authority, and accountability to shape employee and client experiences in a fast-paced and dynamic environment.
• Opportunities available throughout the United States.
• Opportunities to travel through your work for necessary Account/Client Meetings.

This posting is intended for pipelining. We will accept applications on an ongoing basis.