Vice President, Customer Enablement & Services

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• South Florida Business Journal Best Places to Work 2024
• Inc. 5000 Fastest-Growing Private Companies in America 2024
• 2024 Black Book Awards ranked #1 EHR in 11 Specialties
• 2024 Spring Digital Health Awards Web-based Digital Health category for EMA Health Records (Gold)
• 2024 Stevie American Business Award (Silver) New Product and Service: Health Technology Solution (Klara)

Who we are:

We Are Modernizing Medicine (WAMM)! Were 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! ModMeds 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.

TheVice President Customer Enablement and Serviceswill lead the strategy delivery and optimization of our customer-facing enablement and service offerings includingCustomer EducationTraining ServicesBusiness Consulting and MIPS.These high-impact teams are responsible for delivering fee-based services that help customers realize maximum value from our EHR EMR Payment Patient Collaboration and Practice Management platforms. This role is critical to driving customer time-to-value adoption satisfaction and long-term success. With directors reporting into them across each function the Vice President will set vision and operating standards ensure delivery excellence and grow revenue from service leader will partner closely with CSMs CS Ops Implementation Product Sales and Marketing to ensure alignment across the customer journey and design offerings that scale with customer needs.A key aspect of this role is to champion digital transformation leveraging data and technology to modernize service delivery enhance customer self-service capabilities and create a scalable personalized customer experience.

Your Role:

• Set the vision and strategy for Customer Enablement and Services in alignment with the company and Customer Success goals.
• Define and evolve the portfolio of paid service offerings to support customers onboarding education optimization and transformation.
• This includes developing a digital strategy for customer enablement that utilizes advanced analytics and technology to predict customer needs and automate processes.
• Lead and develop a high-performing organization with leadership over Customer Education Training Services and MIPS Business Consulting.
• Build leadership capabilities succession plans and a strong team culture focused on innovation and customer impact.
• Own the P&L for enablement services and drive revenue growth through packaging pricing and go-to-market alignment.
• Establish performance KPIs manage resource capacity and implement operational best practices to ensure efficient scalable delivery.
• Utilize digital tools and platforms to gain real-time insights into service performance optimize resource allocation and automate reporting to improve operational efficiency.
• Design and oversee delivery models that reduce time-to-value increase product adoption and drive measurable customer outcomes.
• Ensure service delivery teams are tightly integrated with the broader Customer Success and Product teams for a seamless customer journey.
• Lead the digital transformation of the customer journey by introducing new digital channels for education and developing data-driven personalization for service offerings.
• Partner with Sales and Marketing to position and sell service offerings.
• Work with Product and Engineering to influence product roadmaps based on customer feedback and service delivery insights.
• Collaborate with IT and other departments to ensure the technology stack supports the digital transformation goals of customer enablement.

Skills & Requirements:

• 15 years of experience in customer-facing professional services or enablement roles in SaaS or healthcare technology with at least 7 years in senior leadership.
• Proven track record of managing multi-functional service organizations (Education Training Consulting) with P&L responsibility.
• Deep understanding of healthcare SaaS platforms especially EHR EMR payment solutions and practice management systems.
• Experience scaling fee-based services that support onboarding product adoption and business transformation.
• Exceptional people leader with the ability to inspire teams develop talent and foster a collaborative and high-performance culture.
• Strong strategic and analytical thinking with a bias toward operational excellence and measurable results.

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ModMed Benefits Highlight: At ModMed we believe its 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 (). 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.