Director of Training and Support

Job ID
US-CO-Greenwood Village

Job Description


Position:  Director of Training and Support

Client:  PatientNOW

Location:  Greenwood Village, CO

PatientNOW helps doctors retain patients, build recurring revenue and enjoy the practice of medicine

Are you the kind of person that is motivated by the challenge of a dynamic, changing market? Can you utilize and exploit progressive systems and processes to satisfy urgent business needs? Are you a good partner with your teammates; driven to execute team and individual commitments that align with business vision? Does the idea of a high visibility and high impact role in a small, growing company excite you? Are you interested in being part of a team pushing for better results, developing highly satisfied customers and making a difference? Join us in our journey towards helping our doctor clients do what they love.

PatientNOW is looking for a Director of Client Success, a passionate power contributor who blends solid leadership, change management, and operations skills with proven customer support, customer training and customer retention.


You, as the
Director of Training and support, have the ability and passion to oversee an entire customer support, customer training and customer retention organization across various teams. You will provide strategic direction for the customer support, customer training and customer retention functions.

Reports to: Chief Executive Officer

Location(s): Greenwood Village, Colorado



  • Creating the vision and strategy for the Client Support and Client Training organization
  • Defining the operating model to deliver world class services and increase the client success and overall experience
  • Ensuring staff are trained and experienced in the areas of patient engagement, practice management, Electronic Medical Records, 3rd party connectivity within a SaaS environment
  • Leading in the introduction and deployment of best practices for training, service support and retention processes. Develops and delivers process documentation, training videos and help documentation
  • Ensuring team readiness, execution excellence, high productivity, and success
  • Leading technology teams on planning and execution of programs, projects and client enhancements
  • Developing meaningful metrics and reporting of service delivery performance across the enterprise
  • Overseeing and supporting SLA reporting and governance
  • Evaluating, defining, developing, and deploying new training service support processes and/or Enhancements with existing processes
  • Overseeing the performance of support and training staff; their budget and staffing needs
  • Performing executive level escalation management



  • Degree in a related field
  • 8+ years managing support centers and software implementation functions
  • High degree of technical and management expertise on SaaS platforms, services, and technical operations best practices and operational efficiencies
  • High degree of technical and management experience in Service Management, Continuous Delivery, and Service and Process Improvement to achieve operational efficiencies that deliver exceptional services to clients
  • Healthcare IT experience
  • Exceptional organizational, department, and client leadership
  • Executive level communication, builds trust and strong relationships with customers
  • Effective leadership and direction under pressure
  • Flexibility and ability to adapt and manage effectively in a continuous change and high performing environment
  • Ability to promote a positive attitude throughout the organization, effective at inspiring and motivating department through any challenge and drives execution excellence and success


  • Vision and strategy: Define the vision and strategy for client success with success measures and metrics ensuring the support organization enhances the customer experience while meeting patientNOW’s business goals
  • Client commitments: Follow through on all client commitments for project status, incidents, requests and overall performance reporting

This description has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment. PatientNOW is an Equal Opportunity Employer (EOE) and strongly supports diversity in the workplace.


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