Client Experience Lead

Opportunity:

As a Client Experience Lead at Smarter Technologies, you will lead the transformation of organizations’ Revenue Cycle operations by leveraging leading-edge technologies and human-in-the-loop (HITL) capabilities to modernize operations, increase efficiency, and deliver measurable financial and operational outcomes. You will guide customers through complex transformation efforts, ensuring that solutions are correctly designed, clearly understood, and positioned to achieve the expected results.

In this critical leadership role, you bring clarity to ambiguity, align decision-makers across organizations (internally & externally), and oversee the full implementation lifecycle. You work across engineering, technical program management, data/analytics, operations, and customer teams to transform real-world RCM to transform real-world RCM processes into scalable, technology-enabled solutions. By removing obstacles, maintaining alignment, and building customer confidence, you create the conditions for long-term success and expansion through outcomes.

Key Responsibilities:

Program Leadership & Delivery Strategy

• Accountable for the successful delivery of Smarter Technology solutions and driving transformation at our most critical customer partners.
• Deploy delivery strategy, governance structures, milestones, and resource plans across complex, multi workstream programs.
• Provide clear, structured, and actionable communications to both Smarter Technology and customer executives.
• Drive, direct, coach, and support cross-functional teams, modeling structured, thoughtful decision-making.
• Contribute to delivery playbooks, standards, and methodologies that improve consistency and scale.

Customer Alignment & Transformation Guidance

• Lead customers through AI-driven RCM and HITL implementations, ensuring clarity of workflows, decisions, expectations, and operational outcomes.
• Help customers understand what is being built, why it matters, and how it will deliver measurable impact.
• Bring clarity to ambiguous situations and align stakeholders and decision-makers across customer organizations.

Workflow Translation & Implementation Readiness

• Partner with technical teams to translate customer workflows into accurate, scalable AI and HITL processes, and validate key design decisions.
• Orchestrate engineering, TPM, data, operations, and customer teams to maintain alignment and execution.

Execution, Monitoring & Issue Resolution

• Support overall program health by maintaining visibility into deployment progress, risks, and dependencies, identifying issues early and coordinating resolution to keep the program on track.
• Ensure each deployment achieves the customer’s defined goals and delivers improvements aligned with the outcomes set at the start of the partnership.

Value Realization

• Identify opportunities to strengthen performance and coordinate with Customer Success on any potential expansion discussions across the customer organization.
• Build confidence and long-term partnership success by ensuring high-quality delivery and sustained operational impact.

Minimum Qualifications:

• Demonstrated experience leading complex, multi-workstream programs that require coordination across engineering, data/analytics, operations, and customer teams.
• 5+ years in a customer-facing delivery, program management, or consulting role, with proven ability to guide organizations through operational or technology transformation.
• Strong ability to bring clarity to ambiguity, align decision-makers, and drive structured, high-quality decision-making across diverse stakeholders.
• Experience translating business or operational workflows into technology-enabled solutions, including validating key design decisions with technical teams.
• Exceptional written and verbal communication skills, with the ability to articulate expectations, decisions, and outcomes to executives.
• Strength in early risk identification, issue resolution, and maintaining overall program health to ensure successful deployments.
• Strong prioritization and problem-solving skills; able to simplify complexity and guide teams toward measurable outcomes.
• Entrepreneurial mindset with the determination to remove obstacles and deliver high-quality results.

Preferred Qualifications:

• Experience in Revenue Cycle Management (RCM) operations, transformation, or technology enterprise implementation.
• Familiarity with HITL systems, AI-driven automation, or healthcare workflow technologies.
• Background working with healthcare provider groups, payers, or RCM service organizations.

Thoughtful AI Benefits

• Market-leading base salary and bonus
• Medical, dental, and vision insurance for you and your dependents
• Flexible Time Off