Program Management Director

Overview

Position Overview: The Program Management Director is responsible for the successful delivery of Professional Services to a portfolio of Health Edge customers. The Program Management Director works closely with Account Management, Sales and customers to understand customer needs and assembles cross‑functional teams to meet those needs with a high level of quality.

About Global Professional Services: Our Global Professional Services team supports customer‑funded service delivery initiatives separate from standard SaaS license support activities. Examples include customer implementations, business expansion, and optimization initiatives.

• Work closely with the Account Executives for a portfolio of accounts to develop a long‑term strategy and pipeline of projects for each account.
• Work closely with Sales to evaluate prospective customer needs and develop pre‑sales implementation proposals.
• Leverage expert resources within Professional Services to estimate and propose solutions that meet customer needs.
• Maintain a pipeline of upcoming projects and continuously re‑forecast resource demands and revenue to help ensure optimal staffing levels to meet demand.
• Support the creation and negotiation of Statements of Work to deliver services and solutions.
• Lead and support cross‑functional teams, including Project Managers, Consulting Leads, and Technical Product Leads, to deliver services and solutions.
• Meet regularly with Project Managers and customer stakeholders to monitor overall project health including schedule, margin, utilization, and achievement of both customer and Health Edge business objectives.
• Work with cross‑functional teams to identify and mitigate areas of risk at both the project and organizational level.
• Collaborate with Health Edge and customer senior leadership to ensure expectations and processes are aligned to ensure project success.
• Monitor and drive adherence to best practices (both internally and externally) and contribute to ongoing refinement of these practices.
• Monitor customer satisfaction with Professional Services deliverables and champion changes that will continuously improve Health Edge’s offerings.
• Work with Professional Services PMO and Finance to track a P&L at the client and portfolio level. Manage customers to an appropriate level of profitability.
• Act as an escalation point for customers and team members to help resolve complex / critical customer situations.
• Work with peers and Account Management to prioritize Health Edge deliverables across all customers as needed.
• Perform all job functions consistent with Health Edge policies and procedures, including those which govern handling PHI and PII.

• Bachelor’s degree.
• 5+ years of experience in a role with direct responsibility for a consulting practice or managing a portfolio of accounts within a Professional Services organization.
• 5+ years of experience within the healthcare insurance, healthcare technology, or related industry.
• 10+ years of consulting and project management experience.
• Excellent analytical and problem‑solving skills. Ability to negotiate solutions to complex issues that satisfy the needs of a diverse group of constituents.
• Proficiency in negotiating and managing conflict.
• Passionate about producing high‑quality work and customer delight.
• Exceptional verbal and written communication skills.
• Proven ability to interact successfully with individuals at all levels of the organization, including “C‑Suite” executives both within Health Edge and at the customer.
• Ability to influence others in a matrixed environment.
• Flexible in adapting to changing priorities.
• Self‑motivated, proactive and able to work well under pressure in a fast‑paced, results‑oriented environment.
• Ability to challenge status‑quo in order to continuously improve processes and offerings.
• Ability to evaluate and negotiate Statements of Work.
• Proficiency working with Microsoft Office applications such as Word, Excel and PowerPoint.
• Comfort working with Professional Services Automation applications such as Financial Force or Open Air.
• Ability to travel 25% to client sites.
• This role is expected to be 35‑50%…