Client Onboarding Success Strategist

Role Overview

• Design and implement a comprehensive onboarding program that can scale from 200 to 7,500 users in 90 days while maintaining 80%+ activation rates within 7 days of training
• Create both synchronous and asynchronous training pathways that serve clinicians across experience levels, specialties, technical proficiency, and geographic locations (urban VAMCs to rural CBOCs)
• Develop training materials, job aids, video tutorials, and support documentation that meet Section 508 accessibility compliance standards
• Build the Site Point of Contact (POC) engagement model, including weekly information forums, office hours, and barrier mitigation processes
• Establish metrics, dashboards, and reporting systems aligned with the RE-AIM evaluation framework (Reach, Effectiveness, Adoption, Implementation, Maintenance)
• Partner with VA leadership, ILEAD (Institute for Learning, Education and Development), and VA Training Management System (TMS) teams to integrate Knowtex training into VA's ecosystem
• Achieve and maintain target metrics: 80% activation rate within 7 days of training, 80% recording initiation rate within 7 days of activation, 75% utilization rate across eligible appointments, 85%+ training satisfaction scores, 75% user retention at 90 days post-training
• Identify, recruit, and develop Site Champions
• peer advocates who accelerate adoption within their facilities
• Conduct root cause analysis on low-adoption sites and deploy targeted interventions to overcome barriers
• Monitor equity metrics to ensure consistent access and outcomes across rural/urban sites, specialties, and clinician demographics
• Lead executive stakeholder engagement, presenting data-driven insights to VISN leadership and VA executives
• Design and facilitate virtual office hours, Q&A sessions, and community building events
• Monitor implementation fidelity across 9 VISNs and dozens of VA sites, ensuring consistent quality while allowing for necessary local adaptations
• Collect, categorize, and prioritize implementation barriers through Site POC forums, support tickets, and user feedback
• Collaborate with Product, Engineering, and Support teams to translate user insights into product improvements and support enhancements
• Ensure all training materials, recordings, and documentation meet Section 508 accessibility standards through regular audits
• Track cost efficiency metrics (license utilization, cost per note generated, training resource efficiency)
• Develop strategies to maintain 75%+ user engagement beyond 90 days post-training
• Integrate Knowtex training into VA's new hire onboarding processes, achieving 100% of new clinicians trained within 30 days
• Create a content management system that enables continuous improvement of training materials based on user feedback, feature updates, and workflow evolution
• Build train-the-trainer programs that enable Site POCs and Champions to provide frontline support
• Document and disseminate best practices from high-performing sites across the enterprise
• Develop the organizational infrastructure to scale from 7,500 to 150,000 users over 3 years
• Conduct daily reviews of critical metrics: active users, notes generated, system uptime, support tickets
• Perform weekly analysis of utilization trends, training effectiveness, Site POC engagement, and emerging barriers
• Deliver monthly reports on comprehensive Reach metrics, equity analysis, implementation quality, and strategic recommendations
• Lead quarterly RE-AIM framework assessments with complete data analysis, ROI calculations, and strategic planning
• Use data to drive continuous improvement in training content, support models, and engagement strategies

Requirements

• 7+ years in instructional design, learning & development, or training program management
• Proven track record managing enterprise-scale training initiatives (10,000+ users)
• Experience in healthcare, government, or highly regulated environments
• Demonstrated ability to scale training programs rapidly while maintaining quality
• Strong project management skills with ability to manage multiple concurrent initiatives
• Expert-level instructional design skills using ADDIE, SAM, or similar frameworks
• Experience with Learning Management Systems (LMS), virtual training platforms, and e-learning authoring tools
• Section 508 accessibility knowledge (508c Trusted Tester certification highly preferred)
• Proficiency with virtual collaboration tools (Zoom, Teams, SharePoint, etc.)
• Experience creating asynchronous learning content (video, microlearning, job aids)
• Ability to translate complex technical concepts into clear, actionable training
• Exceptional stakeholder management skills across all organizational levels (frontline clinicians to C-suite executives)
• Experience building and leading remote, distributed teams
• Strong written and verbal communication skills
• Ability to influence without direct authority
• Comfortable presenting to large audiences and executive leadership

Benefits

• Competitive salary
• Remote with some travel required (approximately 10-15% initially, decreasing over time)
• Work with brilliant, mission-driven colleagues who care deeply about solving hard problems the right way.