VP, Professional Services - Delivery Executive - Masco Corporation
Concord, NH
About the Job
Overview
Overview:
Reporting to the VP Customer Transformation, Professional Services, the Delivery Executive is responsible for the successful delivery of Professional Services to a portfolio of HealthEdge customers. The Delivery Executive works closely with Account Management, Sales and customers to understand customer needs and assembles cross-functional teams to meet those needs with a high level of quality.
About Global Professional Services:
Our Global Professional Services team supports customer-funded service delivery initiatives separate from standard SaaS license support activities. Examples include customer implementations, business expansion, and optimization initiatives.
What you will do:
+ Manages a portfolio of New Customer Implementation programs, from pre-sales through initial Go Live phase(s).
+ Work closely with Sales to evaluate prospective customer needs and develop pre-sales implementation proposals
+ 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
+ Assemble cross-functional teams, led by Project Managers, to deliver services and solutions
+ Meet regularly with Project Managers and customer stakeholders to monitor overall project health including schedule, margin, utilization, and achievement of both customer and HealthEdge business objectives
+ Work with cross-functional teams to identify and mitigate areas of risk at both the project and organizational level
+ Collaborate with HealthEdge 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 Professional Services deliverables and champion changes that will continuously improve HealthEdge’s offerings
+ Work with Professional Services PMO and Finance to track a P&L at the client and portfolio level. Manage customers to an appropriate level of profitability
+ Act as an escalation point for customers and team members to help resolve complex / critical customer situations, and collaborate across HealthEdge departments to resolve customer issues and escalations
+ Work with peers and Account Management to prioritize HealthEdge deliverables across all customers as needed
+ Transition implemented Customers toAccount Executive’s portfoliofortheirlong-termsupport of growth and optimizationpipeline of projects for each account
+ Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII.
What you bring:
+ Bachelor’s degree
+ 10 + years of consulting and project management experience
+ 5+ years of experience in a role with direct responsibility for a consulting practice or managing a portfolio of accounts within a Professional Services organization
+ 5+ years of experience within the healthcare insurance or related industry
+ Excellent analytical and problem-solving skills. Ability to negotiate solutions to complex issues that satisfy the needs of a diverse group of constituents
+ Proficiency in negotiating and managing conflict
+ Passionate about producing high-quality work and customer delight
+ Exceptional verbal and written communication skills
+ Proven ability to interact successfully with individuals at all levels of the organization, including “C Suite” executives both within HealthEdge and at the customer
+ Ability to influence others in a matrixed environment
+ Flexible in adapting to changing priorities
+ Self-motivated, proactive and able to work well under pressure in a fast-paced, results-oriented environment
+ Ability to challenge status-quo in order to continuously improve processes and offerings
+ Ability to lead proposal teams to respond to customer RFIs, RFP, etc.
+ Ability to develop, evaluate and negotiate Statements of Work
+ Proficiency working with Microsoft Office applications such as Word, Excel and PowerPoint
+ Comfort working with Professional Services Automation applications such as FinancialForce or OpenAir
+ Ability to travel 25-50% to client site
+ This role is expected to be 35-50% billable.
_HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers._
Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the US
Type of Employment: Full-time, permanent
FLSA Classification (USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
+ The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
+ Work across multiple time zones in a hybrid or remote work environment.
+ Long periods of time sitting and/or standing in front of a computer using video technology.
+ May require travel dependent on company needs.
_The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check._
_HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities._
_#LI-Remote_
Job Locations _US-Remote_
ID _2024-4874_
Category _Professional Services_
Position Type _Full-Time_
HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Overview:
Reporting to the VP Customer Transformation, Professional Services, the Delivery Executive is responsible for the successful delivery of Professional Services to a portfolio of HealthEdge customers. The Delivery Executive works closely with Account Management, Sales and customers to understand customer needs and assembles cross-functional teams to meet those needs with a high level of quality.
About Global Professional Services:
Our Global Professional Services team supports customer-funded service delivery initiatives separate from standard SaaS license support activities. Examples include customer implementations, business expansion, and optimization initiatives.
What you will do:
+ Manages a portfolio of New Customer Implementation programs, from pre-sales through initial Go Live phase(s).
+ Work closely with Sales to evaluate prospective customer needs and develop pre-sales implementation proposals
+ 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
+ Assemble cross-functional teams, led by Project Managers, to deliver services and solutions
+ Meet regularly with Project Managers and customer stakeholders to monitor overall project health including schedule, margin, utilization, and achievement of both customer and HealthEdge business objectives
+ Work with cross-functional teams to identify and mitigate areas of risk at both the project and organizational level
+ Collaborate with HealthEdge 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 Professional Services deliverables and champion changes that will continuously improve HealthEdge’s offerings
+ Work with Professional Services PMO and Finance to track a P&L at the client and portfolio level. Manage customers to an appropriate level of profitability
+ Act as an escalation point for customers and team members to help resolve complex / critical customer situations, and collaborate across HealthEdge departments to resolve customer issues and escalations
+ Work with peers and Account Management to prioritize HealthEdge deliverables across all customers as needed
+ Transition implemented Customers toAccount Executive’s portfoliofortheirlong-termsupport of growth and optimizationpipeline of projects for each account
+ Perform all job functions consistent with HealthEdge policies and procedures, including those which govern handling PHI and PII.
What you bring:
+ Bachelor’s degree
+ 10 + years of consulting and project management experience
+ 5+ years of experience in a role with direct responsibility for a consulting practice or managing a portfolio of accounts within a Professional Services organization
+ 5+ years of experience within the healthcare insurance or related industry
+ Excellent analytical and problem-solving skills. Ability to negotiate solutions to complex issues that satisfy the needs of a diverse group of constituents
+ Proficiency in negotiating and managing conflict
+ Passionate about producing high-quality work and customer delight
+ Exceptional verbal and written communication skills
+ Proven ability to interact successfully with individuals at all levels of the organization, including “C Suite” executives both within HealthEdge and at the customer
+ Ability to influence others in a matrixed environment
+ Flexible in adapting to changing priorities
+ Self-motivated, proactive and able to work well under pressure in a fast-paced, results-oriented environment
+ Ability to challenge status-quo in order to continuously improve processes and offerings
+ Ability to lead proposal teams to respond to customer RFIs, RFP, etc.
+ Ability to develop, evaluate and negotiate Statements of Work
+ Proficiency working with Microsoft Office applications such as Word, Excel and PowerPoint
+ Comfort working with Professional Services Automation applications such as FinancialForce or OpenAir
+ Ability to travel 25-50% to client site
+ This role is expected to be 35-50% billable.
_HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers._
Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the US
Type of Employment: Full-time, permanent
FLSA Classification (USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
+ The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
+ Work across multiple time zones in a hybrid or remote work environment.
+ Long periods of time sitting and/or standing in front of a computer using video technology.
+ May require travel dependent on company needs.
_The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check._
_HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities._
_#LI-Remote_
Job Locations _US-Remote_
ID _2024-4874_
Category _Professional Services_
Position Type _Full-Time_
HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Source : Masco Corporation
