Director, Professional Services - Growth & Enterprise

Overview

AcuityMD is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Our platform helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We're backed by Benchmark, Redpoint, ICONIQ Growth, and Ajax Health and we help MedTech companies identify how their products are used, understand why outcomes vary, and identify opportunities where physicians can better serve their patients.

We are seeking a dynamic and experienced Professional Leader for our Growth and Enterprise customer segments. This key leadership role will report to the VP, Professional Services and will be responsible for ensuring successful customer implementations, driving operational excellence, and fostering strong relationships across the organization.

Team Mission

We are building a best-in-class Commercial Organization by establishing a repeatable go-to-market motion, hiring a team of high caliber Enterprise SaaS sales, marketing, and customer success professionals, and thoughtfully engaging VPs, General Managers, and other corporate decision makers across the Medical Device Industry.

The Professional Services team is part of this tightly integrated Commercial Organization that is responsible for the end-to-end customer experience from initial sale and implementation through ongoing application support, success, and expansion. We provide both a frictionless project experience and a range of data and integration services to ensure our customers can maximize the value of their investment in the AcuityMD platform. We strive to turn our customers into true partners and “raving fans.” Our philosophy is simple: We focus on making our customers successful, and in turn, they will ensure that we are successful.

Responsibilities

• Lead and manage a high performing team of implementation consultants that partner with our customers to implement the AcuityMD platform.
• Oversee the end-to-end implementation process for customers in the Growth and Enterprise segments, ensuring high quality deliverables and customer satisfaction.
• Collaborate closely with Sales and Customer Success leadership counterparts to ensure a cohesive and exceptional customer experience.
• Develop and optimize implementation processes, best practices, and instill a culture of continuous improvement on the team.
• Monitor and report on key metrics related to the operational and financial health of the Professional Services business.
• Serve as an executive sponsor to key accounts in the Growth and Enterprise segments to deepen our relationship with them.
• Identify and mitigate risks in complex implementation projects, engaging customer leaders and escalating issues when necessary.
• Manage resource allocation for implementation consultants across projects and segments.
• Collaborate with Product and Engineering teams to provide feedback on product improvements based on team and customer experiences.
• Stay current in med-tech industry trends and best practices in SaaS implementations and professional services delivery.
• Develop and share product, industry, and healthcare claims data expertise to strengthen customer trust and loyalty and to improve the collective knowledge within the AcuityMD organization

Your Profile

• Bachelor’s Degree required, advanced degree preferred
  • Preferred focus areas: healthcare, science, engineering, computer science, economics
• Documented expertise in healthcare clinical and revenue cycles, including fluency in medical billing data across all care settings
• Expert problem solver and strong attention to detail
• 10+ years in consulting/professional services in SaaS
• 5+ years in a leadership role, managing teams of high performing individuals
• Startup and scaling experience preferred
• Strong leadership skills, with a documented record of building and leading high performing teams
• Nice to have: Data analysis and SQL query skills
• You will be:
  • A key player in laying the groundwork for the Professional Services business to become an efficient and effective operation with a clear path to positive margin
  • A Builder - develop, refine, and continuously improve our processes, best practices, and team member expertise
  • A Bar Raiser - set a new standard for what great looks like and help others achieve it; level-up the healthcare, medical billing, and med-tech industry knowledge of the team
  • A Curious Learner - show genuine interest in learning about our customers’ science, technology, and business imperatives; develop expertise in the AcuityMD platform; engage empathetically with internal colleagues to develop and improve processes, culture, and relationships

You must have an eligible work permit in the USA or Canada to be considered for this position.

We Offer:

• Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
• Unlimited vacation: Generous time off and flexible hours give you the freedom to do your best work.
• Paid Health and Dental Plans: We offer 100% paid health and dental plans for all employees and 75% paid for our employees' dependents.
• Home Office Stipend: $1000 to invest in remote office equipment and WiFi reimbursement.
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
• Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
• Parental Leave: 6-12 weeks of fully-paid, flexible parental leave.
• Ground floor opportunity: Join a high growth startup, backed by world class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
• Competitive compensation with equity upside.

Who We Are:

The Company: We are builders, who are inspired by our mission to expand patient access to cutting-edge medical technologies. We value working collaboratively to solve hard problems for our customers with simple, innovative solutions. We push ourselves to learn with empathy. We foster an active culture of mentorship and inclusion, and we welcome new team members that share our values.

We're backed by Benchmark, Redpoint Ventures, Ajax Health, ICONIQ Growth and several other leading software investors.

AcuityMD is an Equal Opportunity Employer

AcuityMD is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage people of all backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of AcuityMD are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.