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AVP, Client Implementation & Onboarding

Job Summary:

The Associate Vice President, Client Implementation & Onboarding leads the Client Onboarding team. As a people manager, they are a dynamic and hands-on leader that will transform our implementation function into a world-class Client Onboarding team at scale. This remote role is important to ensuring seamless and technically sound client implementations, guiding clients through their onboarding journey, and establishing successful long-term partnerships. Reporting to the VP, Client Organization, you will help differentiate our organization in the market by delivering exceptional client experiences, warmly welcoming our clients to IH and seamlessly transitioning them to our Client Success team following a successful launch. Responsibilities include...


Team Leadership and Talent Transformation
  • You'll lead the transformation of our Client Onboarding function and team, aligning hiring profiles and job descriptions to focus on consulting (change management and transformation), project management, technical expertise, and knowledge of the employee benefits space.
  • You'll lead talent assessments to identify organizational talent gaps and address risk, and collaborate with Talent Acquisition to create a robust talent pipeline.
  • You'll develop team members and team leaders, helping create a culture of customer centricity, innovation, collaboration, and continuous improvement.
  • You'll conduct quarterly talent assessments and succession planning to ensure long-term stability within our Client Onboarding organization.
  • You'll foster a growth-oriented team mindset and a culture of communication, increasing employee engagement and psychological safety scores.
  • You'll work with Talent & Organization (TAO), the head of Client Success, and the head of Business Operations to establish team MBOs and measures to incentivize desired behaviors.


Client Onboarding Methodology and Collaboration
  • You'll develop and adapt implementation methodology inclusive of standard client introductions and kick-off decks, project plans with milestones, client sign-offs, client configuration workbooks, and decision logs.
  • You'll partner with the head of Operational Effectiveness to develop guides articulating client onboarding and implementation methodologies and standards.
  • You'll develop approaches to improve client onboarding and engagement, ensuring client adoption of Included Access.
  • You'll collaborate with Member Services, Marketing, Client Success and IH leadership to develop and improve self-service client enablement capabilities.
  • You'll collaborate with Solution Engineering to align goals, refine roles to meet client service level agreements, and ensure agreement on resource commitments for client launches.
  • You'll partner with Solution Engineering and Client Success to clarify internal and external roles and responsibilities for pre-launch testing, including the creation of standard solution test scripts by persona.
  • You'll establish standards of practices with clear role expectations for Client Onboarding, Client Success and Clients and timelines for year-over-year client changes.
  • You'll partner with Client Success Digital First leaders to define client onboarding approach for clients with ACV under $250K.
  • You'll modernize and improve Statements of Work, and assess and maximize the commercialization potential of implementation services.


Client Expectation Management & Business Outcomes
  • You'll contribute to the pre-sales process to set client expectations by sharing our onboarding and implementation methodologies, thus priming the relationship for long-term success.
  • You'll establish mutual success criteria to help achieve performance guarantees.
  • You'll serve as the primary point of escalation and resolution for client launch issues, ensuring our teams are able to mitigate risk well in advance of launch date.
  • You'll lead the documentation and delivery of client level RCAs and PG miss negotiations if necessary.
  • You'll lead recurring client staffing plan reviews in partnership with Sales and Client Success leadership to ensure optimal allocation of team resources to achieve our goals.
  • You'll monitor the status of client onboarding and implementations, ensuring achievement of important client delivery metrics (PGs, NPS, on-time launch).


Physical/Cognitive Requirements:
  • Capability to remain seated in a stationary position for prolonged periods.
  • Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment.


The United States new hire base salary target ranges for this full-time position are:

Zone A: $174,320 - $246,230 + equity + benefits

Zone B: $191,752 - $270,853+ equity + benefits

Zone C: $209,184 - $295,476+ equity + benefits

Zone D: $226,616 - 320,099 + equity + benefits


This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.


Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.


Benefits & Perks:

In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)

Paid Time Off ("PTO") and Discretionary Time Off ("DTO")

12 weeks of 100% Paid Parental leave

Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.

Work-From-Home reimbursement to support team collaboration home office work


Your recruiter will share more about the salary range and benefits package for your role during the hiring process.

About Included Health:

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We're on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It's all included. Learn more at includedhealth.com.


Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.


About Included Health


Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.


-----

Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.

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Average salary estimate

$247209.5 / YEARLY (est.)
min
max
$174320K
$320099K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About AVP, Client Implementation & Onboarding, Included Health

Are you ready to take your career to the next level? As the Associate Vice President of Client Implementation & Onboarding at Included Health, you’ll be at the forefront of transforming the client onboarding experience. This remote position isn’t just about overseeing processes; it’s about leading a passionate team on a mission to deliver exceptional experiences for our clients. You’ll play a key role in seamlessly guiding clients through their onboarding journey, ensuring that they feel welcomed and supported as they transition to our Client Success team. From developing innovative methodologies and enhancing team collaboration to fostering a customer-centric culture, every day is an opportunity to make a significant impact. You’ll collaborate with various departments to establish clear standards and practices, addressing challenges that may arise during the launch process. Your leadership will empower your team members to reach their full potential, encouraging growth, innovation, and a commitment to continuous improvement. Whether it’s aligning hiring objectives with talent acquisition or improving client engagement strategies, you’ll be driving initiatives that ensure both client satisfaction and operational success. Included Health is more than just a healthcare company; we're dedicated to breaking down barriers and providing high-quality care tailored to each individual's needs. Join us and lead the charge in making healthcare accessible and effective for everyone. We can’t wait to see how you bring your unique talents to our team!

Frequently Asked Questions (FAQs) for AVP, Client Implementation & Onboarding Role at Included Health
What are the main responsibilities of the AVP, Client Implementation & Onboarding at Included Health?

As the AVP, Client Implementation & Onboarding at Included Health, you will lead the Client Onboarding team, transform the onboarding function, and enhance client experiences. Your responsibilities include developing methodologies, managing team talent, and collaborating with various departments to ensure smooth client launches.

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What qualifications are required for the AVP, Client Implementation & Onboarding position at Included Health?

To excel as the AVP, Client Implementation & Onboarding at Included Health, candidates should possess strong leadership skills, technical expertise in client onboarding, and experience in project management. A background in employee benefits or similar fields is also beneficial, along with a passion for client success.

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How does Included Health foster a customer-centric culture in the AVP, Client Implementation & Onboarding role?

Included Health emphasizes a customer-centric culture by encouraging the AVP, Client Implementation & Onboarding to promote innovation, collaboration, and continuous improvement within their team. This involves coaching team members, aligning objectives, and establishing clear standards for client interactions.

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What are the benefits of working as the AVP, Client Implementation & Onboarding at Included Health?

The AVP, Client Implementation & Onboarding role at Included Health offers an excellent compensation package, remote work flexibility, comprehensive health benefits, and a culture that prioritizes family through parental and compassionate leave policies. Additionally, you will be part of an organization committed to enhancing healthcare access.

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How does the role of AVP, Client Implementation & Onboarding contribute to Included Health's mission?

The AVP, Client Implementation & Onboarding plays a crucial role in Included Health's mission by ensuring that clients have a seamless onboarding experience, which is essential for building long-term relationships and improving healthcare delivery, thus helping to raise the standard of healthcare for everyone.

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Common Interview Questions for AVP, Client Implementation & Onboarding
Can you describe your experience with client onboarding and implementation processes?

When answering, provide specific examples of past experiences that demonstrate your expertise in client onboarding. Highlight methodologies you've developed or used and how they improved client satisfaction or efficiency.

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How do you manage team performance and foster a growth-oriented environment?

Discuss your approach to leadership, including conducting regular assessments, providing feedback, and setting clear performance objectives. Share examples of how you've empowered team members to take initiative and develop their skills.

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What strategies do you use to ensure effective communication between departments during client launches?

You might highlight your experience in cross-departmental collaboration, emphasizing the importance of clear communication channels and regular check-ins. Provide an example of a successful project where you coordinated effectively with multiple teams.

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How would you address a delay in a client's onboarding process?

Explain your problem-solving approach, focusing on proactive communication with the client, identifying the root cause of the delay, and working collaboratively with your team to implement a resolution promptly.

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What metrics do you consider important in evaluating the success of client onboarding?

Mention key performance indicators such as Net Promoter Score (NPS), on-time launch rates, and client satisfaction levels. Describe how these metrics inform your strategies and decision-making.

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In what ways do you think technology can improve the onboarding process?

Discuss your familiarity with specific onboarding tools or software. Share ideas on how technology can streamline processes, enhance communication, and provide analytics to track progress.

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Describe a time you facilitated a significant change in a team or organization.

Provide a specific example, focusing on the change management strategies you employed. Highlight your leadership style and how you motivated and engaged your team during the transition.

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How do you ensure that your team remains aligned with client expectations?

Talk about regular client feedback loops, check-in meetings, and performance reviews. Emphasize the importance of understanding client needs and how you convey these expectations to your team.

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What is your approach to managing client escalations during the onboarding process?

Your response should cover your techniques for effective communication, risk assessment, and how you manage expectations while executing a timely resolution.

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What are some successful initiatives you have implemented for team engagement?

Provide examples of specific programs or activities you've led that fostered a positive team culture, improved communication, or enhanced overall job satisfaction.

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Our mission is to raise the standard of healthcare for everyone.

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Badge ChangemakerBadge Diversity ChampionBadge Flexible CultureBadge Future Maker
CULTURE VALUES
Inclusive & Diverse
Growth & Learning
Mission Driven
Diversity of Opinions
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 2, 2025

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