SVP, Client Services & Implementation
$325,000–$325,000 year
Remote · Atlanta, Georgia, United States or US
Job Summary
SVP, Client Services & Implementation leads the Client Services and Implementation organization, delivering flawless end-to-end client delivery across Pulse, Spark, and Ascend service lines; serves as the senior escalation point for executive client stakeholders; focuses on value delivery, adoption, and performance; builds and scales the delivery organization, governance, and processes; collaborates cross-functionally with Sales, Product, Analytics, Data, and Operations to drive retention, expansion, and client outcomes; champions scalable systems, onboarding, implementation, and ongoing account management; emphasizes accountability, coaching, and continuous improvement to support growth and renewals; requires extensive experience in SaaS or healthcare technology, executive-level stakeholder engagement, and a track record of building scalable client delivery teams.
Required Qualifications
- 10+ years proven experience leading Client Services, Implementation, or Delivery organizations at scale
- 5+ years leading and scaling customer-facing teams in SaaS/healthcare technology enterprise software environments
- Experience owning enterprise customer implementations from kickoff through launch including timelines, risks, dependencies, and executive communication
- Experience managing customer retention, renewals, account growth, GRR and churn reduction
- Experience working with senior customer stakeholders including VP, C-level, and enterprise decision-makers
- Strong cross-functional leadership, influence, and ability to turn complexity into scalable processes
- Executive presence and ability to navigate difficult client conversations and escalations
- Hands-on leadership style with a focus on talent development and performance standards
- Experience partnering with Sales, Product, Finance, Data, and Operations to improve client outcomes
- Ability to identify patterns and drive system-level improvements
- Experience in a fast-growing environment with scalable delivery governance and risk management
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