VP, Customer Delivery
About The Position
Mosai™ is the intelligent care coordination platform that brings together the fragmented pieces of healthcare into a clear, connected picture. Like a mosaic, our platform unites data, people, and processes so providers can make better decisions, coordinate care in real time, and deliver improved outcomes. With Mosai, home-based care organizations can thrive in value-based care while giving every patient the right care, in the right place, at the right time. Learn more at https://www.mosai.com/ Position Summary The Vice President of Customer Delivery is responsible for ensuring customers are successfully onboarded, implemented, and operationalized on Mosai’s solutions with speed, quality, and consistency. This role owns the end-to-end delivery engine—including implementations, technical support, customer training, professional services, and physician enablement—and is accountable for achieving time-to-value, delivery quality, and cost-to-serve objectives. The VP of Customer Delivery partners closely with Customer Success, Technical Operations, Clinical Services, and Sales to deliver a seamless customer experience from contract through value realization.
Requirements
- 10–15+ years in SaaS delivery or services leadership
- Experience in complex SaaS implementations
- Strong understanding of support and services economics
- Healthcare experience preferred
Nice To Haves
- Healthcare or technology industry knowledge preferred
Responsibilities
- Lead Implementation, Support, Training, Professional Services, and Physician Enablement teams
- Build a high-performance culture
- Develop future leaders
- Own the end-to-end implementation lifecycle from kickoff through go-live
- Drive improvements in time-to-go-live, on-time delivery, and first-pass success
- Lead implementations, technical support, training, professional services, and physician enablement
- Establish operating models, playbooks, and SLAs
- Own SLA adherence, response times, and resolution quality
- Partner with Technical Operations on integration issues
- Drive utilization, margin, and revenue per consultant
- Align services with customer outcomes
- Deliver onboarding training programs
- Improve time-to-competency and effectiveness
- Lead scalable operational services
- Ensure throughput, quality, and impact
- Partner with Customer Success, Tech Ops, Clinical, and Sales
- Ensure seamless customer lifecycle
- Standardize delivery processes
- Improve cost-to-serve and scalability
- Track against Key Performance Indicators, or KPIs: Executive Metrics Time-to-Go-Live Time-to-Value Cost-to-Serve Operational Metrics Implementation throughput and backlog On-time delivery Integration readiness first-pass rate Support SLA metrics Services utilization and margin Training effectiveness
- Other job duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
