Professional Services-Delivery Executive, Radiology

Company Description

Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.  

Intelerad offers one of healthcare’s most comprehensive imaging and analytics platforms. Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 700 employees located in offices across six 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. To learn more, visit intelerad.com and follow Intelerad on LinkedIn and Twitter.

Job Description

The Delivery Executive (Professional Services) is responsible for the successful delivery of Customer Onboarding and Implementation Programs to a portfolio of new Intelerad customers. The Delivery Executive works closely with Sales Account Management and customers to understand customer needs, develop and negotiate Statements of Work, and assembles cross-functional teams to meet those needs with a high level of quality. You will lead a team of project management professionals to initiate, plan, execute and implement client projects, with timeliness, quality, and customer satisfaction being key outcomes. 

Reporting to the VP of Professional Services, the You will be responsible for setting and meeting portfolio forecasts on monthly, quarterly, and annual bases, and managing the portfolio to deliver to those forecasts. You will be responsible for customer governance, and executive escalation communication, and inter-departmental risk and issue mitigation. Additionally, you will be responsible to motivate, inspire, and coach a high-performing project team of full-time team members and on-demand talent, ensuring a good balance between goal achievement, customer satisfaction and employee engagement.

Major Accountabilities

The Delivery Executive will be responsible to:

• Provide customer-facing executive leadership presence, owning PS customer governance and relationship management during PS implementation phase(s)
• Influence Customers to follow a path that will be successful for them and that Intelerad can effectively support. 
• Be a cross-functional leader to continuously improve how we work together as a company to deliver for Customers. Take a collegial approach to leading initiatives for change to improve productivity, efficiency and quality in onboarding and implementing new customers. 
• Work closely with Sales for a customer segment(s) to develop go-to-market strategy and solutions; 
• Work closely with Account Executive(s) for a portfolio of accounts  to evaluate prospective customer needs and develop pre-sales implementation approaches and contracts;
• Leverage expert resources within Professional Services to estimate and propose solutions that meet customer needs;
• Maintain a pipeline of upcoming projects and continuously re-forecast resource demands and revenue to help ensure optimal staffing levels to meet demand;
• Support the creation and negotiation of Statements of Work to deliver services and solutions at target margins;
• Assemble cross-functional teams, led by Project Managers, to deliver services and solutions to achieve contract objectives, including revenue and  margin expectations;
• Meet regularly with Project Managers and customer stakeholders to monitor overall project health including schedule, margin, utilization, and achievement of both customer and Intelerad business objectives;
• Work with cross-functional teams to identify and mitigate areas of risk at both the project and organizational level;
• Collaborate with Intelerad and customer senior leadership to ensure expectations and processes are aligned to ensure project success;
• Monitor and drive adherence to best practices (both internally and externally), and contribute to ongoing refinement of these practices;
• Monitor customer satisfaction with deliverables and champion changes that will continuously improve Intelerad’s offerings;
• Act as an escalation point for customers and team members to help resolve complex / critical customer situations;
• Work with peers across Intelerad to prioritize Intelerad deliverables across all cus