VP, Implementation

Essential Functions

• Lead, coach, and scale implementation, project management, and technical services teams, ensuring alignment with company vision and client experience goals.
• Build and execute a modern enterprise onboarding strategy that reduces time-to-value and elevates client satisfaction.
• Establish clear KPIs for implementation (e.g., client satisfaction, time-to-value, adoption rates) and consistently exceed targets.
• Champion digital transformation by identifying and applying AI, automation, and workflow tools to drive efficiency and scalability.
• Partner with Sales, Client Success, and other teams to scope and deliver seamless client transitions from contract to go-live.
• Serve as an executive sponsor for key enterprise clients, building trusted relationships and ensuring strategic outcomes.
• Collaborate across functions to optimize implementation processes, standardize best practices, and align on business priorities.
• Provide regular executive-level reporting on key operational and client outcomes.
• Develop and retain top talent, building a strong leadership bench and scalable team structures to support long-term growth.
• Lead change management initiatives with clients and internal teams to ensure successful adoption of new systems, processes, and technologies.
• Serve as the voice of the customer to internal stakeholders, providing strategic insights to Product and Engineering to improve solutions and client outcomes.
• Own and manage departmental budgets, ensuring efficient allocation of resources while balancing client outcomes and business objectives.
• Carry out additional responsibilities as assigned based on business need

Minimum Requirements

• Bachelor's degree in related field
• A savvy operational leader with proven ability in process improvement within a customer-centric atmosphere 
• 10+ years of professional services experience  
• Demonstrated experience in a Customer Success, Professional Services or Sales leadership role.  
• Experience leading teams of individual contributors and other managers 
• Exceptional written and verbal communication skills 
• Demonstrated ability to problem solve, strong judgment and interpersonal skills. 
• Empathy, humility and listening skills 
• The skills to be a data-driven decision maker, with a willingness to experiment and iterate  
• Ability to work effectively with all levels of the organization
• Demonstrated ability to lead digital transformation initiatives, ideally involving AI and automation
• Strong understanding of broader business initiatives and strategy and ability to incorporate this understanding into client interaction/outcomes 
• Ability to travel roughly 15% of the time throughout the year, including very occasionally on weekends 

Preferred Qualifications

• Master’s degree in applicable field, preferably business or healthcare administration 
• Proficiency with Salesforce
• Demonstrated ability to influence peers and customers in difficult situations
• Experience in Healthcare IT

Total Rewards

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Luminaries Peer Recognition Program
• Wellness Program with rewards
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options

Working Environment

• Primarily a remote role with some travel necessary periodically for company meetings, trade shows and client visits