Mosai

VP, Customer Delivery

Mosai

full-time

Posted on:

Location Type: Hybrid

Location: Nashville • Tennessee • United States

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Job Level

Lead

About the role

  • Lead and scale a multi-functional organization spanning Implementation, Customer Support, Training, Professional Services, and Physician Enablement
  • Build a high-performance, metrics-driven culture focused on accountability, customer outcomes, and continuous improvement
  • Own the end-to-end implementation lifecycle from kickoff through go-live, while driving improvements in speed, predictability, and quality of implementations.
  • Ensure seamless coordination across all delivery functions to provide a cohesive customer experience, leveraging implementation frameworks, playbooks and SLAs
  • Own support performance, including SLA adherence, response times, and resolution quality while implementing proactive support strategies that enhance customer satisfaction and retention
  • Partner closely with Technical Operations to resolve integration challenges and improve system reliability
  • Continuously evaluate opportunities to optimize delivery efficiency and profitability for Mosai customers
  • Develop and scale measurable onboarding and training programs that accelerate time-to-competency and driving adoption
  • Lead scalable physician enablement programs that drive operational efficiency and physician buy-in on e-signature solutions
  • Provide feedback loops to Product and Engineering to improve product delivery and customer experience
  • Leverage data and insights to drive decision-making and continuous improvement initiatives

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
Benefits
  • Health insurance
  • Paid time off
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS deliveryimplementation lifecyclemetrics-driven cultureonboarding programstraining programssupport performanceSLA adherencedata analysiscontinuous improvementintegration challenges
Soft Skills
leadershipaccountabilitycustomer outcomescommunicationcollaborationproblem-solvingstrategic thinkingcustomer satisfactionoperational efficiencyfeedback management