About the Role

Direct a group of Managers and Supervisors in our Onboarding organization, which serves as the primary Point of Contact for our customers during their onboarding experience. This group is responsible for driving customer outcomes with our software platform, minimizing time-to-value and promoting adoption of our products. As the first to engage new customers, this group is also responsible for driving exceptional experiences, positive sentiment and trust, foundational to their relationship with Tebra.

The Director of Onboarding will be accountable for performance in time-to-value, adoption/health, retention and expansion. Additionally, the Director will monitor customer sentiment in real-time and partner with Data Analytics to identify opportunities and risks, adjusting process and technology accordingly.

Deep knowledge of the healthcare industry, products, competitors and value propositions are critical to maintain within this group and role. Heavy cross-functional collaboration with teams in marketing, sales, account management, customer support and product is regular.

Your Area of Focus

• Lead the Onboarding Management function and a group of managers who support the day-to-day onboarding of our newest customers
• Own strategy, performance, and positive culture of customer obsession within Onboarding Management; ensure SLAs, KPIs and objectives are met or exceeded
• Manage performance in time-to-value, time-to-graduate, adoption/health and customer sentiment with a focus on delivering customer outcomes
• Monitor early stage retention and own initiatives to improve customer loyalty during their first few days with Tebra
• Drive innovative programs and initiatives to continually improve customer experience, performance and employee sentiment
• Collaborate cross-functionally with Sales, Account Management, Customer Support, Finance/Accounting, and Product teams to delivery world-class customer experience and outcomes
• Thoughtfully navigate integration of two formerly-distinct organizations, combining KPIs and cultures of ownership, autonomy, and customer-centricity
• Regularly meet with your leaders and skip-levels to coach and support organizational performance, team objectives, and individual goals
• Serve as a point of escalation to customers in need of leadership intervention
• Recommend and develop strategy, process, and policies to improve business outcomes
• Act as a point person for any team member issues or concerns; work with management and/or HR to resolve or escalate issues as needed
• Maintain a deep knowledge of the healthcare industry, product, and role in the market
• Maintain an open door communication policy with the team

Your Professional Qualifications

• 8+ years experience in a Customer Success leadership role in a high-performing SaaS company
• Healthcare Industry experience preferred
• Bachelor’s degree; Master’s Preferred
• Demonstrated ability to lead and manage large teams on performance and culture
• Ability to network and influence cross-functionally across the entire organization and with other leaders
• Proven ability to interpret qualitative and quantitative data into customer-centric process improvements and ultimately influencing customer loyalty by lowering churn
• Ability to research customer feedback, both positive and constructive, and recommend effective solutions at scale
• Strong communication and interpersonal skills for coaching, feedback, and facilitating issue resolution
• Preference for fast-paced, dynamic environment; thrives in a highly ambiguous environment

About Tebra

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra.

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our Values

Start with the Customer

We get to know our customers – and their patients – and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits

In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness or Gympass for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

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