Vice President- Professional Services

Reporting directly to the Chief Operating Officer, the VP, Services has leadership responsibility for customer facing functions including the development, delivery, and support of core programs and add-on services for Mayo Clinic Platform partners and ecosystem participants.  The position will be responsible for leading and executing MCP’s customer success strategy to drive high customer and user satisfaction, adoption, engagement and growth by:  1) partnering with the MCP leadership team to define and deliver services and solutions to enhance Platform capabilities and drive adoption, 2) work closely with  Platform’s R&D processes and teams to develop solutions, services, and offerings, 3) build full delivery, support, and implementation functions to enable customers to fully leverage our platform and fulfill technical support agreements and expectations, 4) grow revenue with enhanced (buy-up) service offerings as well as professional consulting services, and 5) build and run a high performing organization which includes establishing processes and disciplines to ensure the scalability and growth for MCP.
 

Responsibilities:

• Strategic Insight/Thought Partnership:  Deep knowledge of healthcare transformation, with the ability to apply that knowledge to MCP's customers which span health systems, pharma, medical device, digital health solution developers, and other markets as opportunities arise.  Possesses the industry knowledge and proven "know how” experience building and delivering services and solutions, analytical and strategic intellect, along with the presence and communication skills to define and build processes and teams and implement the Services strategy. 
• Organizational Development:  Fosters and builds a culture of success, respect and high performance.  Capable of attracting, developing and effectively managing a team of highly motivated, top-tier customer service talent.
• Revenue Growth: Identifies strategic expansion opportunities and collaborates with Solution Developer and Provider Market teams to ensure growth attainment goals are met.   Proven ability to grow revenue through service expansion within existing customers.  Successful track record in creating organic growth through the development of customer services and consulting solutions from the ground up.
• Implementation & Delivery:  Oversee teams dedicated to customer implementation and support.  Well-established ability to define and execute customer delivery and support processes and metrics for platform-based delivery models.  Understands industry best practices for customer support models across platform-based technologies and able to collaborate with product and technology leaders to ensure holistic and scalable solutions are defined and delivered.
• Consulting Solutions: Proven ability to build and run professional services functions in the Healthcare Technology or platform space.  Proven ability to develop new and innovative value-added services, as well as define and implement best practices.   Understands and can build customer success through cohesive services delivery processes and offerings.  
   

Minimum Education and/or Experience Required: 

• Master's degree 
• 10+ years technology senior leadership experience 
• Startup experience and leading teams through change management required
• Experience in healthcare industry highly preferred
• Natural leader: maintains positive business climate while cultivating a fast-paced, high-growth environment that effectively balances entrepreneurial creativity with individual and institutional accountability; in which individuals are strong performers who are given clear direction and goals and held accountable for achieving them; the team is developed, and product and operational goals are exceeded.  
• Inspires respect, while building rapport with customers, direct reports, peers, executive leadership team and the Board.
• Understands the complexity of developing and delivering services to provider organizations; fluent in the challenges faced by such entitles in MCP’s addressable market.   Has a successful track record building and running customer service and consulting organizations within B2B and B2B2C technology companies, preferably under a platform and Software-as-a-Service (SaaS) delivery model. 
• This position will have accountability for all Customer Implementation, Support, Solutions & Consulting functions.  Specific functions include: Implementation & Delivery (Technical Implementation, Customer Implementation, Customer Support) Consulting Services (Customer Solutions Consulting)

Additional Experience and/or Qualifications: 

• Budget management  
• Experience leading innovation-related methodologies - Lean Startup, Design Thinking, Customer Development  
• Agile delivery experience  
• Able to deliver