VP, Customer Delivery

About Mosai

Mosai is the intelligent care coordination platform that brings together the fragmented pieces of healthcare into a clear connected picture. Like a mosaic our platform unites data people and processes so providers can make better decisions coordinate care in real time and deliver improved outcomes. With Mosai home-based care organizations can thrive in value-based care while giving every patient the right care in the right place at the right time. Learn more at Summary

Mosai isseekinga strategic and execution-oriented Vice President of Customer Delivery to lead and scale our end-to-end customer delivery organization. This executive willbe responsible forensuring customers achieve rapid high-quality onboarding andreceive best-in-class support and operational services throughout their Mosai relationship.

This role owns the full post-sale delivery lifecycleincluding implementations technical support customer training professional services and physician enablementand is accountable for delivering a seamless scalable and high-impact customer experience from contract signature through operational success.

The VP of Customer Delivery will play a critical role in shaping Mosais growth byoptimizingtime-to-value improving delivery quality and driving strong unit economics. This leader will partner cross-functionally with Customer SuccessEngineering Clinical Services and Sales to ensure alignment across the entire customer journey.

Job Duties:

• Lead and scale a multi-functional organization spanning ImplementationCustomerSupport Training Professional Services and Physician Enablement

• Build a high-performance metrics-driven culture focused on accountability customer outcomes and continuous improvement

• Own the end-to-end implementation lifecycle from kickoff through go-live while drivingimprovements in speed predictability and quality ofimplementations.

• Ensure seamless coordination across all delivery functions to provide a cohesive customer experienceleveragingimplementation frameworksplaybooksand SLAs

• Own support performance including SLA adherence response times and resolution qualitywhile implementingproactive support strategies that enhance customer satisfaction and retention

• Partner closely with Technical Operations to resolve integration challenges and improve system reliability

• Continuously evaluate opportunities tooptimizedelivery efficiency and profitabilityfor Mosai customers

• Develop and scalemeasurableonboarding and training programs that accelerate time-to-competencyand driving adoption

• Lead scalable physician enablement programs that drive operational efficiency andphysician buy-in on e-signature solutions

• Provide feedback loops to Product and Engineering to improve product delivery and customer experience

• Leverage data and insights to drive decision-making and continuous improvement initiatives

MinimumRequirements

• 1015 years in SaaS delivery or services leadership

• Experience in complex SaaS implementations

• Strong understanding of support and services economics

• Healthcare experience preferred

Preferred Skills and Experience

• 
  Healthcare or technology industry knowledge preferred

Physical Demands of Our Work Environment

• This position uses a computer and other office equipment as needed to perform duties. The in-office noise level in the work environment is typical of that of an office. Frequent interruptions may be encountered throughout the workday.
• The employee is required to either stand or sit talk and hear frequently required to use repetitive keying or hand motions.
• The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mosai is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin sex sexual orientation gender identity veteran status and disability or other legally protected status If you are unable to submit an application because of a incompatible assistive technology or disability please contact us at . We will make every effort to respond to your request for disability assistance as soon as possible.

Mosai is an E-verify employer. Your eligibility to work in the United States will be verified through the E-verify system if you apply and are selected for a position.

Required Experience:

Exec