Director of Professional Services
About the role
Job/Role Description
Location: Remote with 75% travel to client sites
The Director of Professional Services is responsible for leading the Professional Services team that partners with enterprise healthcare customers throughout their lifecycle—from pre-contract support through implementation, growth, and renewal.
This leader serves as an executive sponsor for strategic client relationships while building a high-performing team responsible for delivering measurable clinical, operational, and financial outcomes. The Director establishes engagement methodologies, customer governance, executive business reviews, success metrics, and best practices that enable the company to scale.
The ideal candidate combines executive-level relationship management, healthcare technology, operations, and revenue cycle expertise, operational leadership, and a passion for building repeatable customer success programs.
Key Responsibilities
Executive Client Leadership
- Build and maintain executive relationships across a portfolio of enterprise health systems and strategic accounts.
- Act as executive sponsor for high-value and at-risk customer relationships.
- Lead executive governance meetings, Quarterly Business Reviews (QBRs), and strategic planning sessions.
- Ensure customers achieve measurable clinical, operational, and financial outcomes.
- Drive customer retention, referenceability, and long-term partnerships.
Professional Services Leadership
- Build, coach, and lead a high-performing organization.
- Establish clear career paths, competencies, and performance expectations.
- Conduct regular coaching, performance management, and talent development.
Operational Excellence
- Establish scalable operating rhythms, governance, and best practices across the Professional Services organization.
- Lead recurring business reviews, customer health reporting, capacity planning, resource forecasting, and executive risk management.
- Develop standardized playbooks, dashboards, KPIs, and reporting to drive operational visibility and accountability.
- Continuously improve processes, efficiency, and service delivery to support a high-growth, scalable organization.
Voice of the Customer
- Gather customer feedback and insights to identify trends, risks, and opportunities for improvement.
- Partner with Product, Clinical Operations, and cross-functional teams to influence product, service, and workflow enhancements.
- Serve as the internal advocate for customer needs, ensuring customer insights inform strategic decisions.