Associate Director -Customer Success

Customer Success at Innovaccer

Our mission is to turn our customers into tech-savvy superheroes, ensuring they achieve success using our platform to meet their organization’s business goals. If you're passionate about helping customers realize the value they seek with technology, then our customer success team is the right place for you.

About the Role

Innovaccer is seeking an Associate Director - Customer Success with deep experience in Revenue Cycle Management (RCM) and healthcare technology implementations, including large-scale systems such as EHRs. This role is critical to driving operational excellence and delivering complex, multi-million-dollar solutions to our enterprise healthcare clients. You will lead cross-functional teams, manage Agile delivery, and ensure successful outcomes aligned with client goals and Innovaccer’s strategic vision.

A Day in the Life

• Lead end-to-end project delivery across scope, planning, risk, issue, communication, and integration management.  
• Manage Agile delivery frameworks and scale processes across teams and stakeholders. 
• Own project execution against contract/service order, ensuring alignment with client expectations and business outcomes.  
• Translate complex healthcare and RCM requirements into actionable plans and deliverables.
• Develop and maintain project artifacts: charters, Gantt charts, sprint plans, best practices, and lessons learned.
• Track and report progress using tools like Smartsheet, JIRA, Confluence, and others.
• Proactively manage risks and issues, driving resolution through stakeholder collaboration.
• Prepare and present governance reports, OKRs, KPIs, and executive dashboards.
• Coordinate across product, engineering, infrastructure, and client teams to ensure seamless delivery.
• Oversee transition to production support and manage post-go-live activities including ticket resolution.
• Facilitate Agile ceremonies: sprint planning, reviews, retrospectives, demos.
• Serve as a subject matter expert in project management and Agile delivery within the organization.

What You Need

• 10+ years of project management experience in healthcare technology.
• 6+ years of business analysis experience.
• Proven experience in RCM workflows, payer-provider integrations, and value-based care models.
• Hands-on experience with large system implementations, especially EHR platforms (Epic, Cerner, etc.).
• Strong stakeholder management and customer-facing skills.
• Background in Computer Science, Engineering, or related technical discipline.
• Proficiency in project management and Agile tools: JIRA, Confluence, Smartsheet, Rally.
• Experience with healthcare data formats: CCDA, HL7, FHIR.
• Familiarity with APIs, SQL, BI tools, and automation concepts.
• PMP or equivalent certification preferred.
• Experience with government healthcare programs is a plus.
  
• We offer competitive benefits to set you up for success in and outside of work.

Here’s What We Offer

• Generous Leaves: Enjoy generous leave benefits of up to 40 days.
• Parental Leave: Leverage one of industry's best parental leave policies to spend time with your new addition.
• Sabbatical: Want to focus on skill development, pursue an academic career, or just take a break? We've got you covered.
• Health Insurance: We offer comprehensive health insurance to support you and your family, covering medical expenses related to illness, disease, or injury. Extending support to the family members who matter most.
• Care Program: Whether it’s a celebration or a time of need, we’ve got you covered with care vouchers to mark major life events. Through our Care Vouchers program, employees receive thoughtful gestures for significant personal milestones and moments of need.
• Financial Assistance: Life happens, and when it does, we’re here to help. Our financial assistance policy offers support through salary advances and personal loans for genuine personal needs, ensuring help is there when you need it most.

Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.

Disclaimer: 

Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at [email protected]. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.

About Innovaccer:

Innovaccer activates the flow of healthcare data, empowering providers, payers, and government organizations to deliver intelligent and connected experiences that advance health outcomes. The Healthcare Intelligence Cloud equips every stakeholder in the patient journey to turn fragmented data into proactive, coordinated actions that elevate the quality of care and drive operational performance. Leading healthcare organizations like CommonSpirit Health, Atlantic Health, and Banner Health trust Innovaccer to integrate a system of intelligence into their existing infrastructure, extending the human touch in healthcare. For more information, visit www.innovaccer.com.

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