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Vice President of Professional Services

Vice President of Professional Services

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Job Description:


The Vice President of Professional Services is responsible for delivering successful consumption of DrFirst’s products by its diverse range of customers.  This involves building and evolving the professional services team, refining consulting processes and practices, enhancing the team’s use of technology and infrastructure, better integrating professional services into the company’s sales cycles and post-sale customer expansion efforts.




Key Responsibilities:

  • Innovate the company’s current processes and team structure to meet growing sales activity with better scale.
  • Design re-usable practices and team composition to meet rising demand while refining the team’s makeup, measurement, ad performance management
  • Drive strategic and tactical professional services plans, goals, and execution
  • Distill, analyze, present, and recommend process and project change to improve customer adoption, time-to-market, and effectiveness
  • Be able to quickly discern the root cause of project stasis or impending difficulty and apply the right resonse at the right time to mitigate the risk of customer success
  • Evolve the current technical infrastructure to deliver higher levels of internal efficiency, customer engagement with service delivery, measurement, and management
  • Prepare, create, and manage tracking and infrastructure used by the team to drive performance
  • Drive effective problem diagnosis, corrective action, and communication tasks among cross-functional teams (Support, Development, Product Management, Account Management)
  • Represent the DrFirst when setting, managing, and delivering on our professional service level and deployment commitments with our largest customers.




Education and Skill Set:                            

  • At least 15 years experience in large-scale professional services execution
  • EPIC and/or CERNER implementation required
  • A track record of adapting and optimizing professional services projects to deliver successful consumption for a diverse set of customers
  • Demonstrated ability to work with internal and external teams to deliver project commitments while meeting or exceeding expectations
  • Healthcare experience, specifically with Acute and Ambulatory provider organizations
  • Demonstrated success in establishing and maintaining credibility working with customers facing challenging situations
  • Successful experience in building and managing cross-functional teams of at least 25 people
  • A track record of process analysis, optimization, and change execution
  • Previous experience working as part of a software development team
  • Strong communications and leadership skills
  • Local candidates or willing to relcoate within first 90 days of employment