Director, Provider Enablement and Success

The Director, Provider Enablement is a newly created leadership role responsible for overseeing Acumen® Support and Training functions and advancing the operational maturity of the provider enablement organization. Reporting to the VP, Provider Operations & Strategy, this leader will ensure provider customers are successfully onboarded, trained, supported, and enabled to maximize value from Interwell Acumen™, the leading nephrology-specific Epic Connect EHR. This role owns the strategy and execution of support, training, customer communications, and self-service programs, while driving operational excellence, customer adoption, performance metrics, and continuous improvement. Working closely with Product, Implementations, Account Management, and Epic Applications teams, the Director will translate customer feedback into scalable solutions that enhance the customer experience and improve outcomes 

If you're someone who enjoys creating structure, building scalable customer programs, partnering closely with product teams, and driving measurable customer outcomes within a healthcare technology environment, this is a role with a lot of visibility, influence, and opportunity to shape the future state of the function. 

What You'll Do: 

Provider Enablement Strategy & Operations 

• Lead Customer Support, Learning, and Enablement Operations to deliver effective support, training, communications, and self-service resources across the customer lifecycle. 
• Set operational goals, priorities, service standards, and success metrics aligned to customer outcomes and organizational objectives. 
• Establish consistent operating rhythms, accountability mechanisms, and reporting across support, learning, release readiness, knowledge management, and adoption activities. 
• Drive improvements that increase team effectiveness, customer experience, scalability, and operational discipline. 
• Champion the strategic use of generative AI, identifying opportunities to improve operational efficiency, enhance customer communications and learning programs, streamline workflows, and scale support and enablement capabilities. 

Customer Success, Adoption & Onboarding 

• Own customer enablement outcomes, including NPS, support SLA performance, training effectiveness, feature adoption, customer engagement, and self-service utilization. 
• Partner with Implementations to ensure new customers are trained, prepared, and enabled to use Interwell Acumen effectively. 
• Develop programs that improve the adoption of key workflows, features, and best practices across the customer base. 
• Monitor customer health indicators and adoption trends to identify risks, barriers, and opportunities for improvement. 

Voice of Customer & Continuous Improvement 

• Establish a Voice of Customer program that incorporates support trends, customer feedback, NPS results, adoption metrics, training insights, and stakeholder input. 
• Translate customer insights into clear recommendations to improve product experience, workflows, documentation, training, communications, and support processes. 
• Partner with Product, Epic Applications, and other stakeholders to prioritize and execute customer-driven improvements. 
• Lead initiatives that reduce avoidable support volume, strengthen self-service capabilities, and improve customer outcomes at scale. 

Leadership & Cross-Functional Partnership 

• Lead, coach, and develop the Provider Enablement team, fostering accountability, customer focus, collaboration, and continuous improvement. 
• Serve as the escalation point for significant customer experience issues, adoption challenges, and operational risks. 
• Build strong partnerships with Product, Development, Epic Applications, Implementations, Account Management, Marketing, and other stakeholders. 
• Communicate customer experience trends, operational performance, risks, and recommendations through regular reporting and business reviews. 

What You’ll Need 

• Bachelor’s degree  
• 10+ years of experience in customer success, customer support, customer enablement, or related functions in a healthcare technology environment. 
• 5+ years of experience leading managers and customer-facing teams. 
• Prior Epic experience required, including experience in applications, training, support, implementation, operations, analytics, or customer success functions. 
• Demonstrated customer-facing experience, particularly with healthcare provider organizations. 
• Demonstrated experience leading cross-functional operational improvement initiatives and organizational change efforts. 
• Demonstrated experience leveraging generative AI tools to improve operational efficiency, enhance customer-facing programs, and scale team effectiveness. 
• Experience developing KPIs, operational reporting, executive dashboards, or business performance reviews. 
• Strong coaching, performance management, prioritization, and organizational development skills. 
• Ability to establish practical operating models, performance routines, service standards, and scalable processes. 
• Strong ability to influence cross-functional partners, especially technical, product, implementation, and customer-facing teams. 
• Excellent written, verbal, executive communication, facilitation, and change management skills. 
• Ability to translate customer needs and operational trends into clear priorities and coordinated execution. 
• Ability to interpret support data, customer feedback, adoption trends, training insights, and operational metrics to identify actionable opportunities. 
• Up to 20% travel, typically for customer meetings, internal team meetings, or onsite business needs. 

Preferred 

• Experience supporting Epic Community Connect environments. 
• Experience with Salesforce Service Cloud, LMS platforms, or knowledge management systems. 
• Experience with customer onboarding, Voice of Customer programs, NPS programs, or customer advisory boards.