Senior Director - Professional Services

Company Description

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.  

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

Job Description

Role Overview

The Senior Director, Professional Services is a strategic leadership position responsible for driving the successful deployment and support of Intelerad's enterprise medical imaging solutions for customers of all sizes. This role combines deep technical expertise with leadership capabilities to ensure seamless customer implementations, optimize client satisfaction, and build high-performing services and support teams. The Senior Director, Professional Services partners closely with sales, product, and customer success teams to deliver exceptional customer experiences while managing direct reports and fostering a culture of continuous improvement.

Key Responsibilities

• Lead and oversee customer deployment projects from requirements gathering through go-live, ensuring implementations meet customer specifications, timelines, and quality standards while managing project scope and stakeholder expectations.
• Configure and optimize all aspects of Intelerad medical imaging platforms including user management, role creation, gateway configuration, routing rules, sharing settings, custom fields, and terminology to align with customer-specific clinical workflows and operational requirements.
• Provide strategic guidance during sales cycles by conducting technical discovery sessions, developing customized solution proposals, and articulating the value proposition of Intelerad solutions to prospective customers and key stakeholders.
• Build, mentor, and manage a team of services and support professionals, setting performance expectations, providing coaching and development opportunities, and fostering a collaborative team environment that drives both individual growth and collective success.
• Develop comprehensive customer documentation, training materials, and support resources tailored to specific customer workflows, ensuring clients can effectively leverage Intelerad solutions to improve clinical outcomes and operational efficiency.
• Partner with product and engineering teams to identify, document, and prioritize bugs and enhancement requests based on customer needs, market trends, and strategic business objectives, ensuring the voice of the customer informs product development.

Qualifications

Qualifications & Experience Required

• Bachelor's degree in Computer Science, Healthcare Administration, Information Technology, or related field, or equivalent professional experience.
• 7+ years of progressive experience in software implementation, technical consulting, or customer support roles within healthcare IT or enterprise software environments.
• 3+ years of people management experience, including direct responsibility for hiring, developing, and managing technical services or support teams.
• Proven expertise in medical imaging workflows, PACS (Picture Archiving and Communication Systems), RIS (Radiology Information Systems), or related healthcare IT systems.
• Strong technical aptitude with demonstrated ability to configure complex enterprise software platforms and troubleshoot technical issues independently.
• Excellent communication and stakeholder management skills with experience presenting to executive-level audiences and managing relationships across multiple organizational levels.
• Experience leading cross-functional projects with competing priorities, tight deadlines, and multiple stakeholders while maintaining focus on customer success and business outcomes.

Preferred Qualifications & Special Requirements

• Direct experience with Intelerad products or cloud-based medical imaging platforms.
• Clinical background or formal training in radiology, medical imaging, or healthcare operations.
• Experience with