Director of Customer Delivery, Clover Health
$200-255k
+ Employee Stock Purchase Plan & performance-based bonus program
Healthcare technology company
Be an early applicant
Healthcare technology company
501-1000 employees
Be an early applicant
$200-255k
+ Employee Stock Purchase Plan & performance-based bonus program
501-1000 employees
Company mission
To improve the quality of life of our members and physicians by reducing doctor-insurer friction and increasing visibility into the health of each patient, leading to improved care.
Role
Who you are
- You have 10+ years of experience leading technical customer-facing organizations (solutions engineering, implementations, professional services, or TAM)
- You have Proven success in building and scaling professional services or customer operations in a high-growth environment
- You have Deep understanding of healthcare technology and interoperability (EHR integration, HIE, HL7/FHIR, claims data) preferred
- You have Demonstrated ability to lead cross-functional teams, build new functions, and operate at the intersection of technical detail and business outcomes
- You have Strong leadership, communication, and executive presence, with a track record of influencing across product, engineering, and go-to-market
What the job involves
- As the Director of Customer Delivery, you will lead a cross-functional organization that spans pre-sales solutions architecture, post-sales customer and EHR implementations, ongoing technical account management,application support, and professional services
- You will be responsible for building and scaling the technical foundation that ensures Counterpart customers are implemented quickly, supported reliably, and empowered with professional services that deliver measurable business outcomes
- This role will unify customer technology functions into a single accountable organization, enabling Counterpart to deliver operational excellence at scale
- Build, lead, and inspire a high-performing organization covering solutions architecture, implementation, EHR integration project management, technical account management, data operations, application support, and professional services
- Define and own the technology delivery strategy and roadmap, ensuring seamless delivery across the full lifecycle: sales → implementation → support → ongoing success
- Develop strategy for professional services, delivering the technology solutions and incremental support customers might need to achieve success through custom development
- Drive execution of customer implementations with rigor, reducing implementation timelines while maintaining high reliability and customer satisfaction
- Establish the technical account management function to proactively manage customer health, identify risks, and ensure long-term adoption and growth
- Build a scalable data operations capability to manage customer data quality, compliance submissions, and automation
- Partner closely with product, engineering, clinical, and go-to-market teams to ensure technology delivery is integrated with company strategy and execution
- Operate as an executive leader in the organization: accountable for business outcomes, proactive in surfacing risks, and decisive in resolving operational blockers
- Foster a culture of accountability, data-driven decision making, and cross-functional collaboration across all teams under your leadership
- Success in this role looks like:
- Counterpart implementations reduced to 1–2 weeks with repeatable, reliable delivery
- Technical account management and professional services expanded covering HEDIS, supplemental data, and customer-specific workflows
- A Technical Account Management function established and driving proactive customer engagement and retention
- A scalable data operations team ensuring customer data completeness, quality, and compliance across all tenants
- Clear, accountable ownership of the entire customer technology lifecycle, eliminating fragmentation and handoffs
- Recognition as a core member of Counterpart’s leadership team, directly accountable for outcomes that drive revenue, customer satisfaction, and operational scale
Our take
Clover Health is a medical insurance company operating as a Preferred Provider Orgaization for Medicare Advantage, the Medicare plan for elderly American citizens. It aims to reduce the doctor-insurer friction to increase visibility into the health of patients.
Supported by Clover, physicians are able to focus on people rather than paperwork. It offers patient-centered analytics and a dedicated care management team, so it is able to rapidly identify potential healthcare risks and provide preventative care. This helps to provide a more sophisticated level of care than existing providers.
Over the years, Clover Health has performed well in a rapidly growing market, despite hitting profitability issues back in 2021. The company smartly focussed in on this issue, and is now expecting to reach profitability in 2026. With the growing number of elderly Americans, the market is only going to get bigger, presenting an opportunity for even bigger growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2019
$500m
SERIES E
May 2017
$130m
SERIES D
Total funding: $925m
Company benefits
- Paid parental leave and a life insurance policy
- Commuter benefit program
- 2 paid volunteer days for an organization of your choice
- 401(k) contributions
- Home office reimbursement for full-time employees
- 18 paid vacation days, 9 paid sick days, 10 company holidays, and a floating holiday
- Medical, dental, and vision plans; healthcare and dependent care FSA as well as a health and wellness benefit
Company HQ
Downtown, Nashville, TN
Leadership
Vivek Garipalli
(Founder & Executive Chair)They started out in Healthcare Investment Banking with Credit Suisse before joining the Blackstone Group. They also worked in Private Equity at J.P. Morgan, and co-founded Ensemble Health Partners and CarePoint Health System.
Aric Sharp
(CEO)Has a history of successfully leading healthcare start-up, turnaround, and transformation efforts in a variety of settings including physician practices, clinically integrated networks, large health systems, and insurance products.
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