Client Delivery Leader (CDL) / Program Director

Role: Client Delivery Leader (CDL) / Program Director

Top Skills Required:

• Account Delivery Management (overall exp. 20+ years)

• Strategic & Technical Leadership / Technical Program Management

• Healthcare Domain Expertise (Preferably - Medicaid Management Information Systems - MMIS)

• Client Relationship Management

Requirement:

• As a Client Delivery Leader (CDL), play a central role in managing all aspects of service delivery for our client.

• A trusted delivery advisor to the Account General Manager (AGM), responsible for all aspects of service delivery assigned to customer accounts.

• Strong Program Director with extremely well-developed and demonstrated program management skills over 15+ years

• Ability to navigate both strategic and tactical aspects of delivery management

• Ability to inspire confidence with the client and Gainwell leadership

• Strategic thinker with strong financial acumen skilled in striking the right balance between maximizing client value while optimizing costs

• Expert collaborator in deeply matrixed environments across large teams

• Strong interpersonal and relationship-building capabilities with both external clients and internal facing teams

• In-depth understanding of the Healthcare/Medicaid business, clients, and solutions

Responsibilities:

• 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

Evaluation 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.