Director of Implementation

Position Summary:

ParetoHealth is rapidly growing, partnering with health benefits consultants, employers, and industry partners, to improve healthcare and reduce costs for small to medium-sized businesses and their employees. Our engaged community of likeminded employers continue to choose Pareto to finance their benefits and, while we proudly maintain a 97% retention rate, we are constantly looking for ways to further enhance our post-sales experience and continue to delight our members.  

We are looking for an accountable, data-driven, and process-oriented Director of Implementation to lead the implementation and integration of our captive, carrier, and cost management services with new employer accounts in partnership with health benefits consultants and solution partners. The ideal candidate is a strategic thinker with a strong background in project management and client services within the healthcare industry that’s highly motivated to deliver consistent, high-quality, and timely onboarding support. As the Director of Implementation, you will lead a team of implementation specialists, supporting post-sale onboarding activities to implement new captive member accounts before handing off to customer success. The implementation team will play a critical role in helping unlock Pareto’s next phase of growth and ensure customers are set up for success from day one.  This role will report directly into the Customer Operations leadership team. 

Key Responsibilities:

• Lead the post-sale onboarding and implementation process for new accounts, ensuring a seamless transition and integration of Pareto’s captive and related healthcare services and solutions. 
• Oversee and continuously improve the customer onboarding and implementation experience, prioritizing customer satisfaction, operational efficiency, and the seamless navigation of service complexities across partners. 
• Collaborate with Sales, Account Management, Product, Tech, and related teams to coordinate resources, interdependencies, and activities necessary for successful customer onboarding; participate in sales presentations to ensure smooth hand off.  
• Serve as the primary liaison between Pareto and new customers during the implementation phase, fostering strong relationships and ensuring clear communication between internal and external partners.  
• Develop reporting to monitor implementation progress, KPIs across new customer cohorts, identifying risks and issues early and developing mitigation strategies. 
• Conduct weekly status meetings to review progress and resolve issues, ensuring high-quality, timely, and consistent customer onboarding experiences.  
• Ensure all implementation activities are tracked in SFDC and related systems to meet Pareto’s quality and service standards. 
• Lead and develop a team of implementation specialists, promoting a culture of high performance and continuous improvement. 

Required Skills and Qualifications:

• Bachelor’s degree, MBA or Master's degree preferred 
• 8 years of experience in implementation, account management, or project management, with at least 4 years of healthcare industry experience, preferably in the self-funded health benefits space 
• Deep understanding of the healthcare industry and the challenges of implementing healthcare benefits services, including plan design and contracting 
• Demonstrated track record of building efficient, repeatable, and delightful processes to onboard customers  
• Proven ability to lead seamless implementations while navigating multiple key service partners  
• Familiarity with best-in-class tech stacks for account implementation and management, including SFDC 
• Ability to develop processes and procedures to meet reporting needs/requirements  
• Excellent communication skills, ability to confidently communicate to customers, partners, and leadership 
• Ability to build strong relationships and successfully motivate and inspire team 
• Thrive in a dynamic, fast-paced environment that’s growing and evolving rapidly