Director of Professional Services

🔥 0 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🔴 Lead

👔 Director

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Phamily

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Phamily is an industry-leading in-house Chronic Care Management (CCM) and Proactive Care platform. The company supports health systems and medical groups nationwide by launching scalable in-house CCM service lines. This enables proactive patient support between visits and delivers sustainable monthly reimbursement without the need for outsourcing. Phamily is known for its cutting-edge technology that improves patient wellness, delivers superior preventative care, and maximizes organizational sustainability. The platform documents care management seamlessly and provides smart care plan templates. Catering to 20+ specialties across 33 states, Phamily enhances patient experience with high engagement rates and reduces hospitalizations significantly. With Phamily, organizations can manage 500 patients per full-time clinical worker, generating substantial revenue and profit.

📋 Description

• Lead the Professional Services team partnering with enterprise healthcare customers from pre-contract support through implementation, growth, and renewal • Serve as executive sponsor for strategic client relationships • Build a high-performing team responsible for clinical, operational, and financial outcomes • Establish engagement methodologies, customer governance, executive business reviews, success metrics, and scalable best practices • Build and maintain executive relationships across enterprise health systems and strategic accounts • Lead executive governance meetings, QBRs, and strategic planning sessions • Drive customer retention, referenceability, and long-term partnerships • Build, coach, and lead the Professional Services organization • Establish career paths, competencies, and performance expectations • Conduct coaching, performance management, and talent development • Establish operating rhythms, governance, and best practices • Lead business reviews, customer health reporting, capacity planning, resource forecasting, and executive risk management • Develop playbooks, dashboards, KPIs, and reporting • Improve processes, efficiency, and service delivery • Gather customer feedback and identify trends, risks, and improvement opportunities • Partner with Product, Clinical Operations, and cross-functional teams on product, service, and workflow enhancements • Advocate internally for customer needs and drive initiatives improving adoption, satisfaction, outcomes, and partnership success

🎯 Requirements

• 10+ years of leadership experience in enterprise customer engagement, professional services, customer success, consulting, or account management • Experience overseeing strategic customer portfolios with annual recurring revenue (ARR) of $10M or more • Progressive people leadership experience managing and developing managers and individual contributors within customer-facing organizations • Experience with enterprise health systems, healthcare technology, healthcare services, value-based care, or digital health • Proven success managing C-level stakeholder relationships • Experience scaling teams in a high-growth organization • Strong operational and financial acumen • Entrepreneurial builder mentality and ability to operate in high-ambiguity environments • Experience in SaaS and services organizations • Experience leading Professional Services organizations • Clinical workflow knowledge • Change management certification is preferred

🏖️ Benefits

• Competitive compensation based on experience and impact • Comprehensive medical, dental, and vision coverage for employees and dependents at a low cost • Generous Paid Time Off: up to 35 paid days off each year • 12 vacation days accrued annually • Up to 9 sick/wellness days • 12 paid company holidays throughout the year • 2 Paid Give-Back Days • HSA and FSA account options • 401(k) with company match after 6 months of full-time employment • 100% match on the first 3% contributed, and 50% match on the next 2% contributed • A collaborative, mission-driven team helping transform healthcare at scale