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2 Mar 2021
Full-Time Director of Client Implementation
Job Description
CIC Health seeks a dynamic, purpose-driven, and nimble leader to rapidly scale and oversee its business-to-business client implementations. Reporting to CIC Health’s Chief Operating Officer, the director will be responsible for ensuring the design, implementation, and successful day-to-day operations of COVID testing services sold to CIC Health clients.
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The Director of Client Implementation is an engaged problem solver who is bright, motivated, and hardworking. You create an amazing client experience while executing on our growth strategy and driving the full, never to end, life cycle of our client relationships. Leading a team who onboards, trains, and supports business to business (B2B) clients, you are responsible for the status and strategy of each client. To do so, the director is expected to develop, update, and execute account plans which maximize value and revenue through the successful adoption and operation of CIC Health solutions. You will also oversee the satisfactory resolution to all customer escalations by delivering superb service, communication, and coordinating efforts across multiple internal and external stakeholders.
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The director will engage and inspire their team and colleagues to deliver exceptional value as defined as optimal quality, access to testing services, and customer experience for the lowest client price-point possible. The director will attract, retain, and develop a diverse and high-performing team, ensure an inclusive culture, and foster innovation and collaboration consistent with the values of CIC Health. And, they will enable the operational and financial success of CIC Health.
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The director position at CIC Health represents a truly unique opportunity to play a key leadership role in helping our nation return to work, school, and play in the context of the COVID-19 pandemic. Frequent low-cost testing of entire populations has enormous potential to meaningfully slow the spread of the virus, allow economies to reopen with confidence, and to ameliorate the personal and financial damage it is causing.
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ABOUT CIC HEALTH
CIC Health is one of the fastest growing healthtech startups in New England and is expanding nationally. We provide COVID-19 testing services to organizations such as schools, colleges, companies, elder care facilities, and others, as well as individual customers. For organizations we integrate CLIA-certified laboratories, physician oversight, result reporting, and billing software. For individual customers we simplify the overall testing experience by making it easy to schedule and pay for your test online. No more waiting in lines. Our testing services are accessible, fast and easy.
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You can learn more about CIC Health offerings here.
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CIC Health is a subsidiary of CIC – learn more below.
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ABOUT CIC
CIC is a global leader in building and operating innovation communities. Founded in 1999 in Cambridge, MA, CIC is one of the first companies to offer flexible office space and coworking options, providing a platform for the world’s most impactful entrepreneurs to innovate better and faster.
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We have locations in Boston, Cambridge, Miami, Philadelphia, Providence, Rotterdam, St. Louis, Warsaw, and Tokyo and are growing into other cities, within the US and abroad. CIC has supported over 6,000 startups, growth companies, and branches of larger organizations, representing for-profit, mission-driven, and non-profit sectors across a wide array of industries.
CIC co-founded a number of mission-aligned organizations including Venture Café, CIC’s primary non-profit programming partner, and CIC Health, offering COVID-19 testing services to companies and the public.
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We invite you to explore all our openings and learn more about our teams here.
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YOUR DAY-TO-DAY WORK
Each day, the director will join the CIC Health team in its mission of providing frequent, fast, and accessible testing for COVID-19. Some work will be independent while other work will require collaboration with other members of the CIC Health staff. Amongst others, the director will work closely with the CIC Health Director of Growth who leads the overall business development and sales for clients and the director of Full Service Testing Operations who is responsible for day-to-day operations of on-site testing services for CIC Health’s public testing sites as well as testing sites for clients who purchase full-service specimen collection services from CIC Health.
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The responsibilities of this role are fluid and subject to change, but some key responsibilities will include:
• Working closely with COO and other senior leaders to set the overarching vision and strategy for CICH B2B operations, enroll the implementation team in that vision, and engage, coach, and inspire them to drive the strategy’s execution and overall client success.
• Ensuring the design, implementation and successful day-to-day operations of all client services.
• Oversight of all implementation activities including post contract coordination, new client onboarding, client support services, and pre-accessioning services.
• Creating an outstanding customer experience and ensuring that all customer or stakeholder feedback is reviewed and resolved in a timely and responsive manner through a robust service delivery and recovery program.
• Leading process improvement initiatives that improve workflow, customer experience, and overall operational efficiency of B2B services.
• Ensuring that the appropriate policies, procedures, and training are in place to ensure compliance with manufacturing guidelines as well as federal, state, and local regulations, and other authorities.
• Leading and/or supporting efforts to establish and monitor OKRs (objectives and key results) related to growth, employee engagement, quality, customer experience, and financial performance for CIC Health and B2B services in particular.
• Demonstrating up-to-date fluency in describing and deploying CIC Health’s product offering, partnerships, and testing services. Using fluent understanding of relevant business and healthcare sectors to fully communicate the benefits of the CIC Health offering to prospective and existing CIC Health clients as well as the general public.
• Set positive and collaborative tone for the team, address issues in the moment, support a culture of honest and direct feedback.
• Review and manage Implementation budgets as required, in close coordination with the COO and Finance team.
• Oversee all collateral, systems creation and best practice around working with clients day-to-day, in close coordination with the Project Management team.
• Collaborate with Implementation Manager and other team leaders on process and procedure improvements, new partnerships and RFP responses.
• Collaborate closely with the sales team for RFP assessment and submission & partnerships team for lab, software and staffing integration.
• Lead reviews for Implementation Managers and Leaders as required.
• Serve as the hiring manager for positions within the Implementation Team.
• Staff training programs, recruitment, retention, and development.
• Other duties as assigned.
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ABOUT YOU
Our ideal candidate is a service-minded individual who is results-driven, clever, and proactive. It’s not expected that you’ll know everything that we do on day one. What’s important is that you are a bright person, interested in what we’re doing, and willing to take initiative. As CIC Health develops over and against the shifting realities of the pandemic, you will demonstrate poise, flexibility, and acuity to make week-to-week adjustments.
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More specifically, as our ideal candidate, you are:
• Independent. You have the ability to learn yourself up to the role while understanding what you still need to learn. You also have a seasoned perspective about where and how your time should be spent, in particular when resources are constrained.
• Proactive. You’ve had the experience of developing a new organization from scratch and can conceptualize and initialize appropriate next steps for CIC Health.
• Experienced. You’re a credible and present thought leader on public health, business development, and innovation in the community. You have the confidence, maturity, and gravitas to be a trusted decision maker, and have a seat at the table with stakeholders.
• People-oriented. People-oriented when it comes to both clients and colleagues. You effortlessly move between high-level external meetings with stakeholders and internal conversations with team members with focus and enthusiasm. You are comfortable managing both early-career and seasoned professionals. Adept at motivating the team to understand how every relevant contributor’s contributions relate to the mission, such that even in times of duress or uncertainty this connection to the mission remains.
• A strong communicator. You’re a balanced and comfortable presence around all people with a proven record of professional success, and some hard-won lessons only challenging situations or failure can teach. You communicate effectively with team members and clients alike, including under pressure. You’re comfortable reaching out proactively to ensure expectations are shared and met, and comfortable speaking in front of large groups.
• Flexible and adaptable. You’re invigorated by a dynamic environment, able to pivot between multiple priorities, and can rise to the challenge with a busy and ever-evolving environment to meet changing expectations.
• Committed to work that is “mission” based. You see work as an opportunity to make a powerful contribution to a larger effort.
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YOU HAVE
• A bachelor’s degree or equivalent experience. A master’s degree in public health, business administration, healthcare administration, or related field strongly preferred.
• At least 10 years of related professional experience with a track record of success in rapidly scaling a business.
• At least 10 years experience in hiring, leading and developing diverse teams, and building an innovative, agile and inclusive culture resulting in a top-performing and highly engaged workforce.
• A natural interest for helping/supporting others.
• Excellent communication, interpersonal and critical thinking skills.
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If you don’t meet all the requirements or qualifications but bring some other unique skills and experience that would be valuable in this role, please apply and highlight those attributes for us in your cover letter.
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OUR OFFER
• Starting compensation is commensurate with experience.
• 100% company paid premium healthcare and dental benefits.
• 100% company paid long and short-term disability, and life insurance.
• 401k (must be 21+).
• Three weeks of vacation (more with seniority) plus thirteen holidays from the start.
How to Apply
ATTRACTIONS OF THE JOB
In addition to helping our clients achieve great things, we work to ensure that our employees are healthy and supported.
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Some of the benefits of being here include:
• Fun people in a dynamic space. We pride ourselves on finding driven and bright collaborators who are eager to lend their own unique skills to the team, as well as to our inspiring clientele. The number one reason CICers say they like working here is because of their colleagues!
• Personal growth. This is a great opportunity to learn and develop skills within the epicenter of the innovation community at a growing company.
• Discounted services and memberships on tools to make your life happier/healthier such as gym memberships, tech and design support, hotel stays, and other fantastic options.
• Free weekly COVID-19 testing when required to work on site.
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Apply here: Application Link
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CIC is committed to building teams that reflect the fabric of the cities we support. We welcome all candidates regardless of race, color, ancestry, gender identity or expression, religion, national origin, sexual orientation, age, citizenship, marital status, disability, Veteran status, or any other legally protected status. Any other human expressions and experiences not mentioned here are equally welcome. If you require an accommodation please let us know. We are proud to be an equal opportunity employer.
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