HireBetter
Director of Customer Onboarding Austin TX
The Role: Director of Customer Onboarding
Location: Austin, TX
The Company
HireBetter’s client is a comprehensive software solution designed to streamline and optimize the operations of optometry and ophthalmology practices. From appointment scheduling to patient management and billing, they offer a range of features to enhance efficiency and improve patient care. With intuitive interfaces and powerful tools, it enables eye care professionals to manage their practices effectively and focus on delivering quality care.
The Role
As our client’s first executive hire in professional services, this role combines strategic leadership with tactical execution, requiring someone who can build scalable processes while personally managing a team of 9 trainers and data transfer specialists.
We are seeking a talented Director of Customer Onboarding to lead the successful deployment and adoption of the company’s EHR and PM solutions. This foundational leadership role will be responsible for uniting and leading the training and data transfer teams while owning the complete customer journey from contract signing to go-live. This role will have significant growth opportunities with potential for career progression and promotion.
Responsibilities
- Own and drive the end-to-end customer onboarding process from contract signature through successful go-live and handoff to support
- Lead and mentor teams responsible for training delivery and data migration, ensuring consistent quality and execution across all implementations
- Develop and continuously improve implementation methodologies, timelines, and processes to maximize efficiency and customer satisfaction
- Oversee project scope, timeline achievement, and resource allocation across multiple concurrent implementations
- Track key performance indicators including go-live success rates, time-to-value, and customer NPS scores
- Collaborate with Product and Engineering teams to influence platform improvements based on customer feedback and implementation insights
- Partner with Sales and Customer Support teams to optimize the complete customer journey and drive retention
Qualifications
- Bachelor’s degree with 7+ years of experience leading software implementations in SaaS, preferably in a healthcare environment
- 4+ years of direct team management experience, including hiring, training, coaching, and performance evaluation
- Strong understanding of healthcare data migration, system integrations, and compliance requirements
- Exceptional communication skills with ability to engage both technical and non-technical audiences
- Demonstrated ability to build processes and teams from the ground up
Personal Attributes
- Flexibility to adapt to changing priorities and business needs in a fast-paced environment
- Customer-obsessed with genuine passion for helping practices succeed
- Natural leader who can inspire and unite teams and drive accountability
- Bias toward action with ability to make decisions with incomplete information
- Exceptional organizational and project management skills with the ability to build processes from the ground up
To Apply
Interested candidates should apply through the HireBetter website at jobs.hirebetter.com. Qualified applicants will be responded to as quickly as possible.
Please note: Applicants for employment in the U.S. must possess work authorization that does not require sponsorship for a visa now or in the future.