Client Experience Lead, Thoughtful AI

• 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

Desirable

• 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.
• 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
• 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
• 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
• 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
• 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