Director, Solution Enablement

Title: Director, Solution Enablement


Reporting to: VP, Solution Enablement

Location: This position can be based remotely within the US

Opportunity

As a Director, Solution Enablement, you are responsible for defining and leading the strategy, structure, and execution of service delivery across assigned customer accounts. Directors are typically responsible for higher touch, higher complexity customers.

This role ensures customers achieve meaningful outcomes through effective support, workflow enablement, and operational excellence. Directors also serve as a functional subject matter expert and are accountable for operational scalability and continuous improvement. This leader works cross-functionally to align service delivery strategy with company objectives, customer success goals, and product evolution.

Internal GW RhythmX Applications are due by Friday, June 12

Responsibilities

Service Delivery Execution

• Lead service delivery, including communicating the value of GW RhythmX products, workflow optimization, and customer education.
• Ensure timely and effective triage, escalation, and resolution of customer issues in accordance with defined SLAs in partnership with Support. 
• Monitor service performance metrics and proactively address gaps in adoption, utilization, and service quality.
• Identify recurring customer issues and partner with internal teams to implement scalable solutions.

Customer Adoption & Workflow Enablement

• Ensure customers are effectively enabled to use the software within their operational workflows.
• Support delivery of workflow education, training, and best practices to drive adoption and utilization.
• Identify adoption risks and implement improvement plans.
• Drive consistent execution of service delivery playbooks and standard operating procedures

Support Business Growth 

• Manage software add-ons end-to-end across the customer base in partnership with Account Principals and Managers 
• Improve implementation efficiency and early customer adoption by facilitating first line solutioning across the customer base 

Operational Excellence & Continuous Improvement

• Identify systemic service delivery gaps and drive organizational improvements in partnership with Client Operations leadership 
• Develop, implement, and maintain standardized playbooks in assigned functional area 
• Support new staff onboard and ongoing training programs
• Ensure organizational readiness to support new products and features 

Cross-Functional Leadership 

• Partner with Product, Engineering, Implementation, and Support leadership to improve product usability and service delivery effectiveness.
• Provide executive-level visibility into service delivery performance, risks, and opportunities.
• Advocate for customer needs and influence product and operational priorities.
• Support strategic planning, organizational design, and capacity planning.

Performance Metrics

• Customer Adoption and Utilization
• Results with Improvement Documentation 
• Ongoing Maintenance & Accuracy of Standard Solution Enablement Playbooks

Requirements

• 8+ years of experience in customer success, service delivery, or customer operations in a SaaS or healthcare technology environment
• Proven experience building scalable service delivery operations
• Strong strategic, operational, and leadership capabilities
• Executive presence and ability to influence cross-functional stakeholders

About GW RhythmX  

GW RhythmX is revolutionizing healthcare through connected, AI-native intelligence that unites clinical  insight, patient engagement, and system-wide care orchestration. The company combines market-leading  AI precision care technology with extensive trusted patient engagement leadership to help health systems  deliver the right care, at the right time, through the right clinician and channel. Its solutions are deployed  across more than 150 health systems, touching more than 85M patients including 8M U.S. military veterans.  The company's award-winning solutions were recognized again in 2024 by KLAS Research, Fierce  Healthcare, and AVIA Marketplace. A SymphonyAI Group company, GW RhythmX leverages various firm  assets, including $1B+ in R&D investment, longitudinal data related to 300 million patients, 4.4 billion total  annual claims, and 1.8 million healthcare professionals at more than 3,000 facilities globally.  

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