Impiricus
healthcare technology, life sciences
SVP,ClientServices&Implementation
“SVP, Client Services & Implementation at Impiricus. Skills: leading and scaling Client Services and Implementation organization, driving client outcomes, building operating discipline, building teams and systems from the ground up. Own Customer Delivery End-to-End. Lead Client Services and Implementation to deliver consistent, high-quality outcomes across all accounts for our Pulse, Spark and Ascend service lines”
What You'll Achieve.
ensuring flawless delivery; driving client outcomes; building the operating discipline needed to support our next phase of growth; deliver exceptional value to our clients; building a scalable, high-performing delivery engine; deliver consistent, high-quality outcomes across all accounts; Focus on value delivered, not just tasks completed; improve engagement, adoption, and overall performance; maximize client impact and satisfaction; drive retention and expansion across all customer types; Ensure delivery quality directly supports renewals and referenceable clients.
Industry & Context.
solving highly complex escalations
What They're Looking For.
Must Have
10+ years proven experience leading Client Services, Implementation, or Delivery organizations at scale, 5+ years of experience leading and scaling customer-facing teams in roles of advancing responsibility in a SaaS, healthcare technology, life sciences, or enterprise software environment., Experience owning enterprise customer implementations from kickoff through launch, including timelines, risks, dependencies, and executive communication., Proven track record managing customer retention, renewals, account growth, GRR, NRR, and churn reduction., Experience working directly with senior customer stakeholders, including VP, C-level, and enterprise decision-makers., background building scalable customer processes, playbooks, reporting, operating rhythms, and team performance standards., Experience partnering cross-functionally with Sales, Product, Finance, Data, and Operations to improve customer outcomes and business performance., Experience handling highly complex escalations and solving them to reach mutually aligned results, Track record that demonstrates ability to listen to customer needs and goals and drive outcomes and results to prove success and exceed customer expectations
What You'll Do.
Own Customer Delivery End-to-End
Lead Client Services and Implementation to deliver consistent
high-quality outcomes across all accounts for our Pulse
Spark and Ascend service lines
Serve as the senior escalation point for executive client stakeholders
Ensure Clients remain confident and supported
especially in high-stakes or complex situations
Drive Exceptional Client Outcomes
Focus on value delivered
not just tasks completed
Identify patterns across accounts to improve engagement
and overall performance
Continuously evolve delivery strategies to maximize client impact and satisfaction
Analytics to identify additional opportunities for clients
Build and Scale the Organization
Design and evolve the Customer Delivery org to meet the needs of a fast-growing business
retain top-tier Client Services talent and build a leadership bench for future growth
Diagnose gaps in performance across accounts and implement process-level improvements
Establish a clear roadmap for scaling delivery as the company grows
Create a culture of accountability
and continuous improvement
Create a sustainable org chart that stays ahead of the company’s growing needs
while remaining nimble and agile
Lead Cross-Functional Execution
Orchestrate alignment across Sales
and other teams on client needs from startup to completion
Drive progress without relying on formal authority or perfect conditions
Ensure smooth handoffs
and shared accountability across functions
Build Scalable Systems and Processes
Implement repeatable processes for onboarding
and ongoing account management
Implement processes to manage capacity and resourcing to drive efficient scaling and utilization
and escalation frameworks
Bring operational rigor to a complex and evolving environment
Guide Delivery to Unlock Growth
Partner closely with commercial teams to drive retention and expansion across all customer types
Identify opportunities for upsell and long-term account growth
Ensure delivery quality directly supports renewals and referenceable clients.
How You'll Work.
Team & Collaboration
partnering across Sales, Product, Data, Operations, and Medical/MLR; Work with Sales, Product, Analytics to identify additional opportunities for clients; Orchestrate alignment across Sales, Product, Data, Operations, and other teams on client needs from startup to completion; Experience partnering cross-functionally with Sales, Product, Finance, Data, and Operations to improve customer outcomes and business performance.
Communication Scope
executive communication
Process & Methodology
managing timelines, risks, dependencies
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