CareersDirector, Professional Services

Job Purpose

Our team is passionate about transforming healthcare. We are seeking individuals who want to pitch in and grow a company in a fast-paced, entrepreneurial environment in Charlotte, NC. If you are an enthusiastic, self-driven individual with experience conducting and/or managing healthcare IT product implementations, let’s connect. Check out our team at www.perahealth.com.

The Director, Professional Services ensures that PeraHealth customers experience accurate and efficient product installations/upgrades, system maintenance, and product support that ultimately leads to high satisfaction and sustained renewals. This role is accountable for leading and refining the clinical mapping process, product implementation, customer technical enablement, ongoing technical management, and level 1 and level 2 support.

This role will participate in the product release cycle to ensure customer expectations are clearly articulated and documented and that the released product can be implemented and supported following high quality standards. They will align, scale and lead the services team to support PeraHealth’s strategic, operational, and financial objectives. The services team includes 3-4 direct reports and 3-4 indirect reports. The Director, Professional Services interacts directly with customers, prospects, account directors, sales, and business partners to help drive product understanding, technical processes, and customer satisfaction.

Location

Charlotte, NC

Travel Expectation

10 – 25%

Job Responsibilities

  • Build, lead, scale the product delivery and support functions including project management, implementation engineering and clinical analysis for implementations as well as level 1 and 2 support
  • Influence and help develop the PeraHealth services portfolio
  • Understand customer needs and how to best implement and support these with respect to the product and processes
  • Foster collaborative environment for the team
  • Balance workload amongst the team
  • Develop appropriate performance review objectives; provide day-to-day coaching and conduct quarterly performance reviews
  • Ensure team goals and objectives are met
  • Resolve employee relations issues as needed
  • Act as a trusted advisor to our customers on technical upgrade and support recommendations
  • Develop and maintain master customer project plan templates for product implementations, releases, upgrades
  • Maintain a scalable level 1 and level 2 support model in alignment with growth strategy
  • Look for ways to improve implementation and support process cycle times
  • Ensure support requests are monitored, triaged, and completed within established SLAs
  • Participate in sales handoff calls when contracts are signed as well as project kick off meetings with client organizations.
  • Define and enhance department procedures ensuring all are documented and followed
  • Ensure PeraHealth complies with the terms and deliverables of our customer contracts
  • Follows up with customers to maintain high levels of customer satisfaction
  • Facilitate customer issue resolution following established workflows
  • Escalate issues of significant concern to the CIO and/or senior leadership as appropriate
  • Works with Product Management and Development to provide input into business and technical requirements for product improvements and efficiencies
  • Maintain a dashboard showing customer risk relative to existing technology and support matters
  • Supports other projects requiring project management services

Qualifications

  • Bachelors degree required; Masters degree preferred in healthcare or business related field
  • 7+ years experience conducting and/or managing healthcare IT product implementations. Experience working in a hospital environment preferred
  • 5+ years experience in leading projects involving data driven improvements in healthcare organizations
  • 3+ years supervisory experience managing teams, performance and metrics improvements
  • Experience in leading and managing projects with external and internal stakeholders, including scope, objectives, resources and outcome management
  • Experience with EHR implementations such as Epic, Cerner or Allscripts a plus
  • Ability to travel to customer sites: 10 – 25%
  • Demonstrated leadership, facilitation, team building and change management skills
  • Strong critical thinking and analysis skills
  • Demonstrated competence with Microsoft Office Suite, including PowerPoint and spreadsheet creation
  • Proven ability to build/lead functional work teams
  • Excellent verbal and written communication skills
  • Proven ability to effectively listen to and communicate with executives, technical leadership and front-line staff
  • Strong interpersonal skills, including the ability to work collaboratively and manage across team boundaries and drive organizational improvements
  • Ability to prioritize multiple projects with multiple deadlines
  • Strong customer service orientation; anticipates and acts on what’s needed
  • Ability to mentor, train and develop the performance of others

Additional Skills

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT: This job operates in a professional office environment utilizing standard office equipment such as computers, phones, and copiers. Work is primarily sedentary in nature, and employee may be required to occasionally lift or move objects up to 20 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Application Details

Expression of Interest: If you wish to be considered for this position, please click here to email your cover letter and resume to recruiting@perahealth.com.

PeraHealth is an Equal Opportunity Employer

Apply Now

To apply for this position, please send your cover letter and resume to recruiting@perahealth.com.

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