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

The Vice President of Customer Delivery is responsible for ensuring customers are successfully onboarded implemented and operationalized on Mosais solutions with speed quality and consistency.

This role owns the end-to-end delivery engineincluding implementations technical support customer training professional services and physician enablementand is accountable for achieving time-to-value delivery quality and cost-to-serve objectives.

The VP of Customer Delivery partners closely with Customer Success Technical Operations Clinical Services and Sales to deliver a seamless customer experience from contract through value realization.

Job Duties:

• Leadership and Team:
  • Lead Implementation Support Training Professional Services and Physician Enablement teams
  • Build a high-performance culture
  • Develop future leaders
• Implementation & Onboarding Excellence
  • Own the end-to-end implementation lifecycle from kickoff through go-live
  • Drive improvements in time-to-go-live on-time delivery and first-pass success
• Delivery Operations & Execution
  • Lead implementations technical support training professional services and physician enablement
  • Establish operating models playbooks and SLAs
• Technical Support & Service Reliability
  • Own SLA adherence response times and resolution quality
  • Partner with Technical Operations on integration issues
• Professional Services Performance
  • Drive utilization margin and revenue per consultant
  • Align services with customer outcomes
• Customer Training & Enablement
  • Deliver onboarding training programs
  • Improve time-to-competency and effectiveness
• Physician Enablement
  • Lead scalable operational services
  • Ensure throughput quality and impact
• Cross-Functional Alignment
  • Partner with Customer Success Tech Ops Clinical and Sales
  • Ensure seamless customer lifecycle
• Process & Continuous Improvement
  • Standardize delivery processes
  • Improve cost-to-serve and scalability
• Track against Key Performance Indicators or KPIs:
  • Executive Metrics
    • Time-to-Go-Live
    • Time-to-Value
    • Cost-to-Serve
  • Operational Metrics
    • Implementation throughput and backlog
    • On-time delivery
    • Integration readiness first-pass rate
    • Support SLA metrics
    • Services utilization and margin
    • Training effectiveness
• Other job duties as assigned

Minimum Requirements

• 1015 years in SaaS delivery or services leadership
• Experience in complex SaaS implementations
• Strong understanding of support and services economics
• Healthcare experience preferred
• What Great Looks Like:
  • Customers go live quickly and predictably
  • Implementations are scalable and repeatable
  • Strong delivery economics
  • Customers are ready for adoption and expansion

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