Associate Director (HLS)

Associate Director (HLS) We are looking for an Associate Director to help support the continued growth of our Healthcare & Life Sciences (HLS) practice. The Associate Director is responsible for overseeing the customer experience across a dedicated portfolio of HLS clients—spanning healthcare providers, payers, pharmaceuticals, and medical device companies. In this role, you will serve as a trusted advisor to healthcare executives while leading cross-functional project teams from pre-sales through the entire implementation lifecycle. Associate Director success is measured by the ultimate success of the clients in their portfolio, including driving digital health transformation, improving patient/member outcomes, and ensuring operational excellence. Responsibilities broadly include Portfolio Engagement Management, Client Management, HLS Business Development, Client Success, and Complex Project Governance. Role Responsibilities: Responsible for building and maintaining deep client relationships, scoping complex projects, and expanding Coastal Cloud's share of wallet within an existing HLS account portfolio. Accountable for bookings, revenue, and customer satisfaction (CSAT) metrics across the assigned HLS portfolio. Build executive-level relationships (C-suite, clinical leaders, VP of Digital Health) on accounts, serving as a trusted advisor and the primary point of escalation for project teams. Participate in and lead aspects of the proposal development process for healthcare clients, contributing to the development of proposal pricing strategies and Statements of Work (SOWs). Lead executive-level discussions around patient journeys, member engagement, clinical workflows, provider relations, and commercial life sciences operations. Mobilize, manage, and mentor engagement teams, ensuring functional consultants and architects understand the unique nuances of healthcare delivery. Define deliverable structures, oversee project kick-offs, sprint planning, working sessions, and sprint reviews to ensure successful project delivery in complex health-tech environments. Manage project quality, risk, and timeline constraints, ensuring all technical deliverables align with healthcare regulations (HIPAA, FDA, HITRUST). Match the deliverables of the SOW or Change Order with what needs to be achieved against the capacity of the team, especially concerning integrations with legacy clinical systems (EHR/EMR like Epic/Cerner) or payer data systems. Ensure projects achieve targeted profitability, focusing on strong margin management, accurate forecasting, and overall project health. Enact continuous improvements to the project delivery process, incorporating industry best practices for agile healthcare software delivery. Experience/Skills Required: 10+ years’ experience in a Consulting environment Deep domain experience in healthcare operations, such as patient access, care coordination, provider network management, member enrollment, or life sciences commercial operations. 5+ years’ experience delivering Salesforce or CRM projects Proven relationship and program management skills with experience growing and developing a strong, trusted-advisor relationship with customers Project management experience that includes proposals, contract management, pricing, risk management and project staffing Demonstrated ability to lead and manage teams through influence while also functioning as an individual contributor Salesforce.com and Agile delivery experience required Participated in Sales and Business Development Efforts Has domain experience in sales, sales operations, or customer support Has working knowledge of CRM or Marketing Automation applications, specifically Salesforce Extremely detail-oriented Ability to handle stress and last-minute, urgent requests Must have full-time permanent US work authorization Additional Preferred Experience/Skills: Bachelor’s Degree preferred, or equivalent experience Travel to client sites up to 50% Why Coastal, and what we offer: Flexible working hours with an emphasis on a life-work balance (in that order!) Remote flexible work; “Live by the beach, work in the Cloud,” plus company office locations in Palm Coast, FL; Atlanta, GA; Tysons, VA & Lexington, KY; travel as required to client locations Unlimited Paid Time Off (RTO), 401K with Company Match, and Medical, Vision, & Dental coverage Competitive quarterly bonus opportunities Continuing education and certification reimbursements, specifically within the Salesforce and Snowflake ecosystems; plus occasional in-house competitions with spot bonuses A flexible and fun team culture! We value transparency, support, flexibility, growth, teamwork, fun, and so much more Frequent team and culture activities, virtual & in-person, including Lunch and Learns, Happy Hours, team-building events Monthly All-Hands calls to bring the company together, and an open-door leadership policy with access to mentorship and guidance Opportunities for accelerated growth, networking, and career guidance and support Trust, transparency and respect across all levels of the company Coastal provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.