Director of Customer Success

Join the Team Where Talent and Passion Improve Cancer Care


It is hard to find someone in today’s world that has not been impacted by cancer.

OncoLens is the leading data and clinical decision support hub that supports the multi-disciplinary discussion of cancer cases by experts and care teams, clinical trials, and research and tracking for the highest potential quality or outcome for the patient.

OncoLens is a global, venture-backed healthcare company, serving some of the largest integrated delivery networks and national cancer institutes across the country.

Join our team to be part of a team that is making a difference in the fight against cancer and be part of a young and rapidly growing company. We are looking for an Implementations Manager who is a self-starter and energized by working on a dynamic team. This role reports to the VP of Operations and Customer Success at our offices at ATDC in Atlanta, GA. 

Excited to learn more? Apply using the form provided below.

Director of Customer Success Position Details

Essential Duties and Responsibilities

The Director of Customer Success is a player-coach with primary responsibility for directing the Implementations team, as well as being responsible for their own onboarding projects. Additionally, you will act as deputy leader of the Customer Success Team. This person is directly involved with the customer on all project-related matters, keeping the projects on schedule and in scope, anticipating and assessing project issues, and developing resolutions to meet productivity, quality, and client-satisfaction goals. This role requires effective communication, organizational and leadership skills, as well as a great deal of flexibility and devotion to maintaining customer satisfaction. 

What You’ll Do

The Director of Customer Success is responsible for: 

  •  Leading, managing, and supervising other members of the implementation team 
  • Personally manage escalations from your direct reports, and follow a methodical escalation process to execs 
  • Acting as the project manager for large customer onboarding 
  • Deploying OncoLens using a consultative approach that assists customers in meeting their strategic goals while simultaneously quickly achieving value 
  • Translating both customer and OncoLens strategic goals into actionable metrics, developing measures of success and action plans 
  • Defining program scope, goals, and deliverables that support business objectives in collaboration with senior management and key stakeholders 
  • Identifying opportunities for continuous improvement 
  • Overseeing and coordinating all aspects of projects, working with multiple departments and stakeholders to ensure tasks are completed timely and accurately 
  • Developing detailed work plans, schedules and status reports 
  • Acting as a single point of contact for projects, interfacing with all areas affected by the project including end users, management, IT and cross-functional departments, and both customer and internal resources 
  • Conducting project meetings and taking responsibility for project deliverables, tracking and reviewing all deliverables 
  • Creating and maintaining regular project status reporting for internal stakeholders and leadership. 
  • Recommending and act to direct analysis and solution to problems 
  • Serving as practice’s application expert and advocate; ensuring product set up consistent with practice’s needs and enterprise client’s goals 
  • Maintaining flexibility and ability to apply project management expertise and discipline to other key initiatives within OncoLens, including special projects, strategic efforts, etc. 
  • Participating in project forecasting, including kick-off dates, launch dates, effort, and financials 
  • Providing training for assigned accounts, as needed, on all aspects/roles of the application 
  • Supporting the management of the client relationship by managing practice relationships and fostering an environment that will lead to additional product adoption with the client base 

What You Should Have

KEY COMPETENCIES 

  •  Ability to lead, motivate, and manage a team while keeping the focus on strategic objectives 
  • Demonstrated the skill to drive and deliver multiple Customer engagements 
  • Strong planning and project management skills, ability to execute within an established timeline 
  • Excellent time management skills, including adhering to work schedules and activities with the ability to multi-task 
  • Effective communicator, collaborative, customer-focused 
  • Strong interpersonal, presentation, and communication skills and comfortable interacting with top hospital leadership 
  • Ability to manage multiple, simultaneous tasks and deadlines; prioritize effectively and handle shifting priorities smoothly and professionally 
  • Superior problem-solving skills 

 EDUCATION AND QUALIFICATIONS 

  •  A Bachelor’s degree in a relevant field 
  • 10+ years of experience in implementing business solutions in Healthcare IT 
  • Familiarity with healthcare information systems, formats, and languages such as: HL7, ICD-10, ADT, ORU, CDA, etc.  
  • Experience working with hospital EMR systems 
  • Experience interfacing with internal development engineering team in terms of feature and implementation requirements, user acceptance testing and release milestones 
  • Proficiency in MS Word, Excel, Outlook, and PowerPoint required 
  • Basic proficiency in MS Project or other PM tools and PMP methodology 

DESIRED SOFT SKILLS 

  • Passion for working for small and high-growth organizations. 
  • Self-starter who is hungry to take on new professional challenges, and looking for roles with growth potential. 
  • Self-motivated and believes in getting things done. 
  • Reliable, Trustworthy, and possesses Professional Integrity. 
  • Stable job history; Startup/entrepreneurial experience a real plus. 

What You’ll Learn at OncoLens

Join our team to get hands-on knowledge of the technology that powers OncoLens and exposure to a rapidly growing company’s day-to-day business and strategy decisions.

  • You’ll get exposure to the full lifecycle of a rapidly growing startup
  • A deep dive into healthcare and how technology solutions can help improve patient outcomes
  • Becoming familiar with precision medicine, genotyping, and the latest in cancer research
  • Gaining real-world experience in growing our architecture and technology stack

Benefits: 

  • Competitive Pay 
  • Equity 
  • Medical 
  • Dental / Vision 
  • PTO 
  • 401K (no-matching) 
  • Amazing work environment in the heart of Midtown Atlanta 

 Excited to learn more? Email keithanderson@oncolens.com

Excited to learn more? Apply using the form provided below.

Apply Now