Vice President, Implementation Services

Vice President, Implementation Services

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We are Modernizing Medicine! We're a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed's global headquarters is based in Boca Raton, FL, with a growing office in Hyderabad, India, and a robust remote workforce across the US, Chile, and Germany.

The Vice President, Implementation Services, is a senior executive responsible for setting the strategic vision and operational excellence of the end-to-end implementation lifecycle for all customer onboarding and delivery services. This includes Professional Services, Data Conversion and Migration, Interoperability Implementation, and Configuration Services. The VP will be accountable for leading a cross-functional organization that ensures the successful deployment of our SaaS solutions, driving time-to-value, client satisfaction, and revenue realization. This role partners closely with executive leadership across Sales, Product, Engineering, and Customer Success to create a seamless, scalable, and differentiated implementation experience for our clients. Furthermore, this role will champion digital transformation and standardization initiatives within implementation, leveraging emerging technologies and data-driven insights to optimize processes, enhance customer experience, and foster a culture of continuous innovation.

Your Role:

• Define and execute a comprehensive implementation strategy aligned with company growth, customer retention, and operational efficiency goals.
• Set the tone and direction for a high-performing, outcomes-driven organization that delivers measurable business impact.
• Lead the development of a digital transformation roadmap for implementation services, identifying key initiatives, technologies, and metrics to drive efficiency and innovation.
• Lead and develop senior leaders across Professional Services, Data Conversion, Implementation Technology, and Configuration Services.
• Cultivate a culture of accountability, innovation, and continuous improvement.
• Establish best-in-class delivery methodologies, implementation frameworks, and client engagement models.
• Own and improve client implementation outcomes, including on-time delivery, go-live readiness, user adoption, and NPS.
• Drive the adoption of digital tools and platforms to enhance client engagement, provide real-time visibility into project status, and facilitate self-service capabilities for clients during implementation.
• Own P&L for the implementation function, including forecasting, revenue recognition, backlog, margins, and cost controls.
• Implement resource models and workforce planning to meet dynamic client demand.
• Partner with Sales to support pre-sales implementation scoping and solution design.
• Work with Product and Engineering to improve product readiness, implementation scalability, and technical enablement.
• Collaborate with Customer Success to ensure effective transition from go-live to long-term value realization.
• Act as a key liaison for digital transformation efforts, ensuring alignment and integration of implementation processes with broader company-wide digital strategies.
• Drive the use of automation, integration tools, and data analytics to optimize implementation efficiency and visibility.
• Evaluate and deploy tools and platforms to support delivery orchestration, project tracking, and reporting.
• Champion the exploration and adoption of new digital technologies, such as AI, RPA, and advanced analytics, to proactively identify implementation challenges, predict client needs, and automate repetitive tasks.
• Serve as the senior executive escalation point for strategic and high-risk implementation projects.
• Proactively identify delivery risks and develop mitigation strategies to ensure client success.

Skills & Requirements:

• Bachelor's Degree required.
• 12+ years of progressive leadership experience in SaaS implementation, customer delivery, or consulting services.
• ITIL, Six Sigma Black Belt preferred
• Demonstrated success managing multiple service delivery lines at scale, ideally in a healthcare technology or complex enterprise software environment.
• Proven ability to lead large teams, manage P&L, and drive operational transformation.
• Strong executive presence with a track record of influencing C-level stakeholders internally and externally.
• Expertise in SaaS onboarding methodologies, enterprise project governance, and customer lifecycle management.
• Deep understanding of CRM and implementation tools (e.g., Salesforce, ServiceNow, Smartsheet, Mavenlink).
• Exceptional problem-solving, change management, and communication skills.

ModMed Benefits Highlight: At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:

India

• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk,
• Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees,
• Allowances: Annual wellness allowance to support your well-being and productivity,
• Earned, casual, and sick leaves to maintain a healthy work-life balance,
• Bereavement leave for difficult times and extended medical leave options,
• Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave,
• Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind.

United States

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs,
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.

PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (first.lastname@modmed.com). Please check senders' email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.