Associate Director, Customer Engagement

South San Francisco · Remotefull timeRemote

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senior

$140k–$175k

H1B: no

Akasa Associate Director, Customer Engagement at Akasa leads cross-functional implementation teams to deploy AI-native healthcare products and manages ongoing customer relationships post-implementation. The role focuses on driving continuous improvement and showing ROI to customers with minimal travel.

Responsibilities

As a member of the Customer Engagement team, you will report to the Head of Deployment and lead cross-functional projects by facilitating the delivery of our products to customers through the implementation process. Additionally, you will continue the relationship with the customer post implementation by showing ROI and assisting with ongoing product maintenance.
You’ll be an instrumental member of our dynamic, mission-driven team, acting as a servant leader to close gaps in software, product, and customer experience. You will solve exciting problems every day as you drive continuous improvement in how your teams work and what they deliver, always staying a step ahead on risks and opportunities.
This is a customer-facing role with minimal travel.
Candidates for this role must be based in either the SF Bay Area or NYC and attend our in office days (2-3x/week).
Lead implementation teams (pods) to drive the deployment of products for customers, picking up at the point of contract signature
Manage 6 - 8 active and mature projects concurrently, depending on complexity
Execute and complete project plans, identify and monitor issues, track risks and dependencies and ensure project plans are up to date at all times. Track and remove barriers to progress
Track progress and prepare status reports on a regular basis to the client, internal project team, and other stakeholders
Demonstrate flexibility and creative problem-solving to deliver to clients
Coordinate customer communications, prepare for external and internal project meetings
Run data using internal dashboarding to support project updates, particularly post implementation to show ROI and ongoing product health
Occasional travel as needed

Qualification

Experience with JIRAPMP Certification is a plus

Required

Project management experience that includes managing cross-functional teams, designing and executing timelines, and managing individuals across multiple project simultaneously
Strong written and verbal communication skills
Ability to identify options and suggest solutions to solve problems
Excellent organizational skills and the ability to conscientiously manage and follow up on multiple concurrent workstreams on tight deadlines
Proficiency with technical concepts and an ability to learn technical concepts quickly
Experience with JIRA, Confluence, and other project management tools
PMP Certification is a plus