Director, Provider Enablement and Success

Interwell Health

Director leading provider enablement for Interwell Health’s nephrology-specific Epic Connect EHR. Driving onboarding, training, support, adoption, customer insights, and operational improvement across healthcare provider customers.

Posted 8/5/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer support and enablement operations, with a focus on improving customer experience and operational efficiency through strategic initiatives and data-driven insights. Proficient in leveraging generative AI tools and establishing performance metrics to drive customer engagement and adoption.

Highest-signal resume keywords

Customer Success ManagementEpic Applications ExperienceGenerative AI UtilizationOperational Reporting DevelopmentTeam Leadership and Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportCustomer EnablementOperational ImprovementKPI DevelopmentChange ManagementData InterpretationTraining EffectivenessWorkflow AdoptionPerformance ManagementService Standards Establishment

Soft Skills

Excellent CommunicationInfluencing SkillsOrganizational DevelopmentPrioritization SkillsFacilitation Skills

Tools & Technologies

Salesforce Service CloudLMS PlatformsKnowledge Management SystemsEpic Community Connect

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Healthcare TechnologyCustomer ExperienceVoice of CustomerNPS ProgramsCustomer Advisory Boards

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead Customer Support, Learning, and Enablement Operations across the customer lifecycle
Set operational goals, priorities, service standards, and success metrics aligned to customer outcomes
Establish operating rhythms, accountability mechanisms, and reporting across support, learning, release readiness, knowledge management, and adoption
Drive improvements in team effectiveness, customer experience, scalability, and operational discipline
Identify strategic uses of generative AI to improve efficiency, customer communications, learning programs, workflows, support, and enablement
Own customer enablement outcomes including NPS, support SLA performance, training effectiveness, feature adoption, customer engagement, and self-service utilization
Partner with Implementations to train and enable new customers to use Interwell Acumen
Develop programs to improve adoption of workflows, features, and best practices
Monitor customer health indicators and adoption trends to identify risks and opportunities
Establish a Voice of Customer program and translate insights into product, workflow, documentation, training, communications, and support improvements
Partner with Product, Epic Applications, and stakeholders to prioritize customer-driven improvements
Lead initiatives to reduce avoidable support volume and strengthen self-service capabilities
Lead, coach, and develop the Provider Enablement team
Serve as escalation point for significant customer experience issues, adoption challenges, and operational risks
Build partnerships with Product, Development, Epic Applications, Implementations, Account Management, Marketing, and other stakeholders
Communicate customer experience trends, operational performance, risks, and recommendations through reporting and business reviews

Requirements

What you’ll need

Bachelor’s degree
10+ years of experience in customer success, customer support, customer enablement, or related functions in a healthcare technology environment
5+ years of experience leading managers and customer-facing teams
Prior Epic experience required, including applications, training, support, implementation, operations, analytics, or customer success experience
Customer-facing experience with healthcare provider organizations
Experience leading cross-functional operational improvement initiatives and organizational change efforts
Experience leveraging generative AI tools to improve operational efficiency and customer-facing programs
Experience developing KPIs, operational reporting, executive dashboards, or business performance reviews
Strong coaching, performance management, prioritization, and organizational development skills
Ability to establish operating models, performance routines, service standards, and scalable processes
Ability to influence technical, product, implementation, and customer-facing teams
Excellent written, verbal, executive communication, facilitation, and change management skills
Ability to translate customer needs and operational trends into priorities and coordinated execution
Ability to interpret support data, customer feedback, adoption trends, training insights, and operational metrics
Preferred: Experience supporting Epic Community Connect environments
Preferred: Experience with Salesforce Service Cloud, LMS platforms, or knowledge management systems
Preferred: Experience with customer onboarding, Voice of Customer programs, NPS programs, or customer advisory boards

Benefits

Comp & perks

Up to 20% travel for customer meetings, internal team meetings, or onsite business needs
Mission-driven work helping patients live their best lives
Inclusive, diverse, equitable recruiting and workplace environment