Team Lead, Implementation & Client Support

SSI Group; Mobile (AL); On-site; USD 65,000 - 90,000; Full time

Job summary

SSI Group in Mobile, AL seeks a Client Support and Implementation Lead to manage the day-to-day client support team, oversee provider onboarding and ensure successful implementations and adoption of services.

This role coaches staff, coordinates with Product and Technology, drives onboarding milestones, and maintains strong client relationships to deliver exceptional service and patient outcomes.

Qualifications

• Experience leading client support and implementation teams.
• Strong project management and cross-functional coordination.
• Excellent communication and problem-solving under pressure.

Responsibilities

• Serve as primary escalation point for complex client inquiries and issues.
• Coordinate onboarding activities for new providers and locations.
• Lead provider implementations and readiness reviews.
• Train and develop Patient Support Specialists.
• Monitor onboarding milestones, risks, and action items.
• Collaborate with Product and Technology to ensure successful implementations.
• Support reporting and analysis for senior leaders.
• Foster a high-performing, customer-focused team culture.

Job description

Client Support and Implementation Lead The Client Support and Implementation Lead manages the day-to-day functions of the client support group and oversees the successful integration and growth of partner and provider accounts. In this capacity, the individual acts as the primary escalation contact for staff, provides coaching and development and facilitates effective communication between external stakeholders and internal business units. This role is essential in ensuring exceptional service delivery, successful provider launches, seamless adoption of services and ongoing client satisfaction. It requires a blend of operational management, team guidance and strategic coordination to enhance organizational performance and ensure client satisfaction.

Duties and Responsibilities

• Serve as a key team member in supporting new activity and expansions
• Serve as the primary escalation point for complex client inquiries, concerns and operational issues. Ensure timely and accurate resolution of support requests across all channels.
• Coordinate onboarding activities for new providers, departments and client locations.
• Serve as the primary operational contact during provider implementations and expansion initiatives.
• Facilitate provider training, workflow reviews and readiness assessments prior to launch.
• Track onboarding milestones, project deliverables, risks, dependencies and action items.
• Partner with Product and Technology to ensure successful implementations.
• Monitor provider engagement following launch and proactively address barriers to success.
• Support ongoing relationship management activities for newly launched providers and departments.
• Participate in implementation planning, launch meetings and ops readiness reviews.
• Assist senior leaders with reporting and analysis.
• Act as SME for onboarding and client experience best practices.
• Support change management initiatives and operational enhancements.
• Excellent customer service and relationship management skills.
• Strong verbal, written and presentation communication abilities.
• Must have good problem-solving skills.
• Ability to work under pressure and to prioritize.

Team Leadership & Employee Development

• Lead, coach and develop Patient Support Specialists
• Conduct regular one-on-ones, coaching sessions and performance reviews.
• Identify skill gaps and implement performance improvement plans as needed.
• Assist Senior leaders with recruiting, hiring onboarding and training of new employees.
• Foster an environment of Support, Engagement and Accountability (SEA)
• Recognize and reward performance while addressing other concerns promptly and effectively.

Marginal Functions

• Perform other job-related duties as assigned.
• Participate in cross-functional meetings and go-live activities.

WILDLY IMPORTANT GOAL - Create an environment where all members of the Customer and Client Support team are skilled and ready to provide timely and accurate support that helps our patients, providers and clients successfully access, understand and use the Patient.com platform while minimizing effort and increasing trust.