Director of Professional Services

Convey Health Solutions   •  

Miramar, FL

Industry: Healthcare


8 - 10 years

Posted 63 days ago

This job is no longer available.


The Role:

Convey is looking to add a Professional Services Director (PSD) to our Product and Service Delivery leadership team to ensure new and existing customers receive the highest quality implementation, deployment, and service support for Convey software and service solutions. You will act as the central management point for implementation, model office, operations documentation, and help desk solutions with our clients and partners to ensure joint success and achieve maximum potential.

Major Responsibilities:

  • Reporting to VP, Product and Service Delivery, the PSD will work hand in hand to ensure that new and existing Convey clients receive the best possible outcomes through smooth implementation and ongoing production support
  • Responsible for building and managing a team that is responsible for providing software services including implementation, documentation, testing, and support to internal users, external customers, and partners
  • Manage resource allocation to achieve effective project coverage and optimal service utilization
  • Be comfortable with customer facing duties such as senior stakeholder meetings, advancing Convey to existing and potential new clients
  • Implement and continuously improve internal processes that create efficient and effective delivery of services and client outcomes
  • Nurture and grow relationships with Convey clients in collaboration with the Sales Team
  • Solicit client input, propose, and drive change that fuels revenue growth in support of Convey's strategic objectives
  • Work with team to evolve the Professional Service product portfolio such as to increase service revenues and profitability in line with financial targets
  • Ensure personnel have accurate and competent knowledge of the full company product range, along with a high level of industry knowledge

Minimum Qualifications:

  • 7-10 years providing professional services for a small to medium size but fast-growing industry-leading software and services company with 5+ years experience in management / leadership positions
  • Hands on experience, and demonstrated success, with building, managing, and coaching a highly skilled professional services team
  • Excellent written, verbal and presentational communication skills with the ability to communicate at all levels and establish good working relationships and interaction with executives and/or senior management
  • Previous experience providing and managing professional services for both software only and software and service implementations
  • Able to effectively manage multiple competing priorities and meet strict and aggressive deadlines
  • Competencies such as self-confidence, curiosity, assertiveness, enthusiasm, flexibility, passion for customer success, and superior influencing skills
  • Results oriented
  • Good interpersonal skills
  • Ability to work with and understand large enterprise clients
  • Implementing and continuously improving internal processes that result in successful customers
  • Ability to demonstrate a strong commercial bias; with a focus on sales, gross margin and costs
  • Able to increase service revenues and profitability as well as securing repeat business from established satisfied clients
  • Able to lead and motivate the team to beat targets and expectations
  • Able to collaborate with other teams to ensure a consistent approach to service excellence and customer success
  • Able to build strong relationships with key individuals within the company client base, to understand key drivers of customer decisions and requirement rationale
  • BS in Healthcare, Health Information Technology, Computer Science, Information Systems or Software Engineering; MBA desirable
  • Ability to travel up to 35%