Client Success Manager

Job Overview

The Manager of Onboarding & Integration leads the entire journey of new HaloMD clients from contract signing through activation, ensuring smooth system integration and alignment with company standards. This role demands overseeing all facets of onboarding, system setup, and early client lifecycle engagement, collaborating with multiple internal teams to realize timely and high-quality client implementations.

Key Responsibilities

• Manage the complete onboarding and integration process for new clients, from kickoff to successful go-live.
• Proactively detect and address potential risks in implementations to guarantee successful outcomes.
• Continuously refine onboarding workflows, developing improved tools, documentation, and methods.
• Communicate progress, risks, and results proactively to company leadership and cross-team stakeholders.
• Lead client onboarding activities by following established procedures while customizing to meet client-specific demands.
• Act as the main coordinator for client implementations during onboarding phases.
• Collect and verify client requirements, workflows, and operational info to aid system setup and integrations.
• Collaborate across internal departments to ensure contractual deadlines, responsibilities, and deliverables are clear and fulfilled.
• Maintain structured, proactive communication with new clients, especially leading up to go-live.
• Work with Data Integration and Operations teams to assist with system configuration.
• Support data migration, integration, and testing processes as needed.
• Diagnose and resolve onboarding and configuration problems by coordinating solutions across teams.
• Ensure all system integrations comply with operational standards and regulatory requirements.
• Build trusted advisor relationships with primary client points of contact during onboarding and early adoption stages.
• Proactively manage and resolve issues, risks, and dependencies to enhance client satisfaction.
• Conduct regular client meetings to review progress, document action items, and prepare for upcoming project phases.
• Represent client perspectives internally to provide feedback to Client Success, Data Integration, and Operations teams.

Qualifications and Experience

• Bachelor's degree in Healthcare Administration, Business Administration, or a related discipline, or equivalent practical experience.
• Between three to five years of experience in client onboarding, implementation, integration, or client-facing operational roles, preferably in healthcare or revenue cycle management sectors.
• Demonstrated collaboration with Data Integration, Operations, and Client Success functions.
• Knowledge of EHR systems, healthcare workflows, or revenue cycle operations is highly desirable.

Skills and Competencies

• Strong project and program management capabilities, able to oversee multiple implementations at once.
• Excellent communication skills, both written and verbal, including presentation abilities.
• Robust analytical thinking, troubleshooting, and problem-solving skills.
• Comfortable navigating ambiguous situations and adapting to evolving client and business requirements.
• Proficient with Microsoft Word, Excel, and PowerPoint.
• Highly organized, detail-oriented, with a strong focus on execution and client satisfaction.