Delivery Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary relationship manager and trusted advisor for a portfolio of enterprise accounts, from initiation to renewal and expansion.

• Take ownership of account health and success metrics, collaborating with Sales on renewals, expansions, and late-stage scoping.

• Oversee scope, timelines, risks, and go-live preparedness for multiple concurrent implementations.

• Conduct discovery sessions with clinical, operational, and IT stakeholders and transform findings into an actionable implementation plan.

• Direct the technical project plan covering integration, data management, configuration, validation, and training, which includes security assessments, user acceptance testing, and defect tracking.

• Lead the go-live process and hypercare, provide training to users and administrators, and ensure successful system adoption.

• Facilitate executive business reviews and governance meetings that align platform performance with client objectives.

• Collaborate with Analytics to monitor adoption and outcomes, providing ROI reporting.

• Identify opportunities to enhance adoption and engage clinicians more effectively.

• Implement Clinical Solutions' workflow designs within each client's environment and identify real-world limitations.

• Act as the escalation point for accounts, transforming recurring challenges into long-term solutions.

• Interpret client needs and trends, providing evidence-based input to Product, Engineering, and Leadership teams.

• Develop and refine playbooks, templates, reporting frameworks, and tools to streamline launches.

⛳️ Requirements

• Over 6 years of experience in customer-facing roles — customer success, account management, implementation, delivery, technical program management, professional services, or consulting — catering to enterprise or B2B clients, ideally within healthtech, SaaS, or AI-native software domains.

• Demonstrated success in independently managing large, complex accounts and enterprise implementations from start to finish, effectively navigating multi-stakeholder environments and extended security and IT review processes, while maintaining executive relationships in intricate organizations (experience in health systems is a significant advantage).

• Strong project and program management abilities, with a proven history of executing plans across engineering, clinical, and client teams, managing multiple priorities simultaneously, and consistently achieving deadlines in a dynamic environment.

• Sufficient understanding of healthcare data and integrations — including HL7v2, FHIR, CCDA, file- and API-based feeds, document and fax ingestion — to accurately scope work, ask pertinent questions, and maintain credibility with technical teams on both sides, including API-based delivery to technology and data partners (hands-on building is not required).

• A builder's mindset — you have developed new systems, processes, playbooks, runbooks, or customer programs from the ground up, rather than merely operating within existing frameworks.

• Outstanding communication skills and executive presence — you quickly build trust with senior stakeholders and convey information with clarity, conciseness, and empathy across clinical, technical, and executive audiences.

• A strong analytical mindset — comfortable utilizing data to assess account health, identify risks and opportunities, and convert insights into actionable strategies.

• Ability to navigate ambiguity with a proactive approach — you establish order from chaos, wear multiple hats (including a share of client support), and thrive in an early-stage, high-growth setting.

• A solid understanding of (or genuine curiosity about) healthcare operations, clinical workflows, and the role AI-native tools play in driving adoption within complex organizations.

• Clinical background (RN, MD, PA, PharmD, or similar) or extensive familiarity with hospital and clinical workflows.

• Experience with enterprise EHRs (such as Epic, Cerner, Athena, eClinicalWorks, OncoEMR), interface engines, or intricate healthcare integrations.

• Experience in delivering partner, channel, or API-based integrations, or involvement with a developer-facing data product.

• Knowledge of value-based care, revenue cycles, healthcare quality, or clinical documentation.

• Experience at an early-stage or high-growth startup, particularly in helping to build or scale a customer success, delivery, or implementation function.

🏝️ Benefits

• Health Care Plan (Medical, Dental & Vision)

• Paid Time Off (Vacation, Sick & Public Holidays)

• Work From Home

• Stock Option Plan