VP of Delivery & Client Success
Location: eMed HQ, Miami, FL 33132
Department: Delivery & Client Success
Reports to: Head of GTM Operations
Position Summary
The Vice President of Delivery and Client Success will be responsible for ensuring our solutions are implemented successfully, our clients achieve their desired outcomes, and our operations scale efficiently. This role combines strategic leadership with hands-on execution, focusing on driving product adoption, operational excellence, and customer satisfaction.
Key Responsibilities
Client Delivery & Implementation
• Lead the successful deployment of eMeds solutions, ensuring seamless client onboarding, integration, and ongoing optimization.
• Develop and refine implementation frameworks to improve efficiency and scalability.
• Collaborate with Product, Engineering, and Sales to align client needs with technology and service capabilities.
• Establish KPIs to measure and improve delivery timelines, adoption rates, and client satisfaction.
Client Success & Retention
• Build and lead a high-performing Client Success team to drive adoption, engagement, and retention.
• Act as a trusted advisor to key clients, proactively addressing challenges and identifying expansion opportunities.
• Develop a structured approach to ongoing client education, training, and support.
• Monitor client health metrics and implement proactive strategies to mitigate churn.
Operational Leadership
• Define and optimize processes for scalable operations, ensuring seamless coordination across teams.
• Implement best practices for project management, ensuring alignment between client expectations and internal capabilities.
• Partner with the CEO and leadership team to drive growth, efficiency, and profitability.
• Identify and implement automation, tools, and strategies to enhance operational effectiveness. Partner with Sales and Operations Leadership
Team Development & Leadership
• Build and mentor a team of high-performing professionals across delivery, customer success, and support functions.
• Foster a culture of accountability, continuous improvement, and customer-centricity.
• Establish training programs to develop internal talent and improve service delivery.
Qualifications & Experience
• 10+ years of experience in healthcare technology, SaaS, or digital health, with leadership experience in delivery, operations, or client success.
• Proven track record of managing enterprise-level client relationships and driving successful implementations.
• Strong operational acumen with experience scaling processes and teams in a fast-growth environment.
• Excellent strategic thinking, problem-solving, and decision-making abilities.
• Experience leading cross-functional teams, including Product, Engineering, and Sales.
• Deep understanding of healthcare regulations, interoperability, and payer/provider ecosystems (preferred).
If you are a visionary technology leader passionate about transforming healthcare through innovation, we invite you to apply and join us in shaping the future of digital health at eMed.
