VP, Implementations & Customer Solutions


Baltimore, MD, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/04/2021
  • Website: protenus.com
  • Company Address: 1629 Thames St, 2nd floor, Baltimore, MD, 21231

About Protenus

Ensuring patient privacy and caregiver integrity throughout the health ecosystem

Job Description

The VP, Implementations & Customer Solutions, leads the Technical Project Management, Solutions Engineering, and Technical Support teams at Protenus. They will marry strong leadership, technical knowledge, an innovative mindset and a passion for customer service to lead critical customer-facing teams and contribute to the overall success of the organization. Reporting to the Chief Customer Officer, the Vice President of Implementations & Customer Solutions plays a key role in driving high quality customer implementation and expansion, revenue recognition and growth, and technical innovation for our company and our customers. This role includes responsibilities for implementation activities (e.g., project management, product adoption, revenue activation etc.) and customer solutions activities (e.g., technical support, data integrations, automations, QA etc.). Success in this role is measured by new ARR activation, data integration velocity and health, customer satisfaction survey feedback, and manager competency scoring.


    Leading the Implementation & Customer Solutions teams to success by setting the strategy, prioritizing Objectives and Key Results (OKRs), and monitoring results.
    Growing, mentoring and developing a world class team through hiring, training, and performance management.
    Driving customer implementation and expansion projects to on-time, high-quality resolutions.
    Reducing operational overhead and reducing errors in implementations and expansions through QA procedures, technology enhancements, and automations.
    Architecting the customer solutions team, processes, and tools to scale in support of our revenue and product ambitions, including striking the right balance of hands-on services and self-services offered to our customer segments.
    Partnering with Customer Success and Services and Product to build to and/or maintain Best in KLAS customer success and support in all relevant areas of Healthcare Compliance Analytics.
    Partner with Business Development to develop and maintain effective and productive relationships with integration partners and healthcare service vendors.

Required Experience or Skills:

    10+ years experience in Implementation, Technical Project Management, and customer-facing Leadership roles focused on the implementation of software products, with a preference for 5 or more years on SaaS products generating >$20M in annual revenues.
    Experience managing implementation departments that have achievable scalable growth: individual contributors and leader/managers, remote and local, blended teams of employees, contractors, and outsourced development.  You must have experience managing multiple specialties:  technical project management, solution engineering, and technical support teams.
    A passion for team building, mentoring, and empowering others. Demonstrated ability to inspire and motivate team members to deliver consistent results that frequently exceed expectations. Committed to building a diverse team with an emphasis on talent and skill development.
    A passion for customer success. You build meaningful relationships with customers and partners, a passion for helping customers achieve success, and an understanding of value drivers in recurring revenue business models.
    Excellent analytical and communication skills.  You listen with empathy, ask insightful questions, and develop an informative dialogue with staff and stakeholders. You trust your instincts, but know the importance of data-driven decision making.
    A passion for solving serious technical challenges and problems in healthcare. A desire to make a positive impact on it through your career. You want to help our customers, their employees, and the patients in their care.
    Familiar with products, platforms, and development tools that assist customer implementations, including:
        Project Management platforms
        Engineering ticketing platforms
        Technical Support Help Desk platforms

We value diversity on our team and firmly believe Protenus is stronger when we hire people who make their own unique contributions to our culture. We welcome all applicants and encourage candidates from underrepresented backgrounds to apply. Join our team to see how you can learn and grow with us.


About Protenus

Protenus uses artificial intelligence to reduce risk and save resources for the nation’s leading health systems, detecting and preventing compliance violations such as breaches to patient privacy and incidents of clinical drug diversion. Compliance analytics provide healthcare leaders full insight into how health data is being used, and alerts privacy, pharmacy and compliance teams to inappropriate activity. Protenus helps our partner hospitals make decisions about how to better protect their data, their patients, and their institutions.

For two consecutive years, Protenus was named one of Forbes’ Best Startup Employers and one of CBInsights Digital Health 150. Protenus was also named the 2020 and 2019 KLAS Category Leader in Patient Privacy Monitoring and one of The Best Places to Work in Healthcare by Modern Healthcare. In 2019, Protenus was awarded the Best Places to Work in Baltimore by the Baltimore Business Journal and the Baltimore Sun. Learn more at Protenus.com and follow us on Twitter @Protenus.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.