Role Description
The FinThrive Value Services group is responsible for helping customers achieve strong onboarding outcomes and optimized adoption of our solutions. The Lead, Value Enablement role is responsible for driving execution of FinThrive’s Customer Value Enablement strategy, helping operationalize frameworks, tools, and processes that support more effective customer value conversations and measurable performance improvement.
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Lead execution of the Customer Value Enablement program, including roadmap coordination, milestone tracking, cross-functional follow-up, and delivery support.
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Help operationalize existing value enablement frameworks, diagnostics, and playbooks to support more consistent customer performance discussions.
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Establish and maintain a practical execution roadmap with near-term, mid-term, and longer-term deliverables, owners, and success measures.
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Provide clear, role-based guidance to Customer Success, Advisory, and related teams on how to interpret performance and utilization signals and when to escalate concerns.
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Define and monitor value enablement success measures related to customer outcome improvement, earlier risk identification, improved value conversations, and reduced value-driven escalations.
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Enhance and maintain diagnostic frameworks, playbooks, and escalation pathways for identifying and addressing performance-based risk across supported solutions.
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Partner cross-functionally with Product, Analytics, Operations, and Customer Success leaders to align on available data, KPI definitions, tooling priorities, and enablement needs.
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Support internal enablement efforts through documentation, training materials, office hours, and learning sessions that increase awareness and adoption of existing tools and resources.
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Serve as a knowledgeable internal resource on revenue cycle performance trends, benchmark interpretation, and value communication practices.
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Prepare concise, executive-ready summaries and recommendations to support leadership decision-making related to customer value, retention risk, and operational follow-through.
Qualifications
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8–12 years of experience in healthcare operations, consulting, customer success, value realization, performance improvement, or a related field.
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Experience supporting or improving revenue cycle outcomes across one or more of the following areas: claims and denials, reimbursement, revenue capture, CDM governance, patient access, or healthcare performance analytics.
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Proven experience leading cross-functional workstreams from concept through execution, including accountability for deliverables and measurable outcomes.
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Strong program or project management capability, including the ability to break large initiatives into manageable workstreams, coordinate dependencies, and drive progress without direct authority.
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Solid understanding of healthcare revenue cycle operations, performance measurement, and analytics-informed decision-making.
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Ability to balance hands-on execution with process improvement and scalable program development.
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Comfort operating in ambiguity, improving evolving processes, and influencing stakeholders across multiple functions.
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Strong written and verbal communication skills, including the ability to translate complex information into clear guidance and executive-ready updates.
Requirements
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Bachelor’s Degree.
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Prior experience in customer value realization, healthcare analytics, performance improvement, or management consulting.
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Familiarity with customer success platforms (e.g., Gainsight), analytics solutions, or value dashboards.
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Ability to create scalable operating models, frameworks, and documentation.
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High degree of ownership, bias toward action, and ability to operate independently.
Benefits
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Fully remote working environment.
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Flexible time off (FTO).
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Professional development opportunities.
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12 Weeks of paid parental leave.
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In-person and virtual company retreats.
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5-days of paid volunteer hours at an approved 501(c)(3) Organization.
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Company lump-sum contribution to HSA-eligible medical enrollees.
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401k Eligible upon date of hire—up to 3% company match.
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Exclusive discounts from your favorite brands via PerkSpot.
