专业服务总监（医疗健康SaaS）
Director of Professional Services (Healthcare SaaS)
Symmetrio 正在为我们的客户招聘一位专业服务总监（医疗 SaaS），该客户是一家快速发展的国际医疗技术组织，专注于复杂癌症工作流程的先进医疗技术解决方案。
这是一个高级管理职位，负责监督客户上架、技术实施、应用支持运营、升级治理以及受监管医疗 SaaS 环境中的服务标准。医疗 SaaS 专业服务总监将与客户成功、产品、软件工程、平台和临床团队紧密合作，确保向客户提供安全、可预测且高质量的技术服务。作为负责客户面向技术运营的高级领导，医疗 SaaS 专业服务总监将建立结构化框架，定义服务标准，管理高管级升级，并打造一支高绩效的技术服务团队。该职位将向技术与安全副总裁汇报。
这是一份全职远程职位。理想的候选人应位于美国中部或西部地区。
主要职责：
- 领导并发展一支高绩效的技术服务运营团队，包括支持和实施资源。
- 负责从上架到集成、应用支持和持续运营支持的端到端技术服务交付。
- 建立并维护结构化的服务框架，包括 SLA、升级路径、案例管理标准和运营报告。
- 确保医疗客户的可重复且安全的上架流程，包括身份验证、身份配置和连接性验证。
- 监控服务性能指标并主动应对运营风险。
- 推动支持工具、文档标准和服务流程的持续改进。
- 作为客户技术和服务相关问题的高级运营升级点。
- 与客户成功和销售团队合作，支持账户健康状况、续约和扩展计划。
- 在需要时直接与医院 IT 领导、临床利益相关者和高管赞助人进行沟通。
- 向内部管理层和客户提供结构化的服务评审和运营报告。
- 在关键事件或影响服务的事件中，确保清晰、专业且及时的沟通。
查看英文原文
Symmetrio is recruiting a Director of Professional Services (Healthcare SaaS) for our customer, a rapidly growing international healthcare technology organization focused on advanced healthcare technology solutions for complex cancer workflows.
This is a senior leadership role responsible for overseeing customer onboarding, technical implementations, application support operations, escalation governance, and service quality standards within a regulated healthcare SaaS environment. The Director of Professional Services (Healthcare SaaS) will partner closely with Customer Success, Product, Software Engineering, Platform, and Clinical teams to ensure the delivery of secure, predictable, and high-quality technology services to customers. As the senior leader responsible for customer-facing technical service operations, the Director of Professional Services (Healthcare SaaS) will establish structured frameworks, define service standards, manage executive-level escalations, and build a high-performing technical service team. The position will report to the VP of Technology & Security.
This Is a full-time remote position. Ideal candidate will be based In Central or Western United States.
Key Responsibilities:
- Lead and develop a high-performing Technology Service Operations function, including Support and Implementation resources.
- Lead end-to-end technology service delivery across onboarding, integrations, application support, and ongoing operational support.
- Establish and maintain structured service frameworks including SLAs, escalation pathways, case management standards, and operational reporting
- Ensure repeatable and secure onboarding processes for healthcare customers, including authentication, identity configuration, and connectivity validation
- Monitor service performance metrics and proactively address operational risks
- Drive continuous improvement across support tooling, documentation standards, and service workflows
- Act as the senior operational escalation point for customer technology and service-related matters
- Partner with Customer Success and Sales to support account health, renewals, and expansion initiatives
- Engage directly with hospital IT leadership, clinical stakeholders, and executive sponsors where required
- Provide structured service reviews and operational reporting to internal leadership and customers
- Ensure clear, professional, and timely communication during critical incidents or service-impacting events
- Own regional coordination of customer-impacting technology incidents.
- Establish structured incident response standards and communication protocols
- Collaborate with Engineering and Reliability teams to address systemic risks and strengthen platform resilience.
- Oversee technical onboarding processes including secure connectivity, SSO, directory integrations, and network configuration validation
- Partner with Engineering and Platform teams to streamline onboarding workflows and reduce time-to-value
- Identify recurring onboarding friction points and implement operational or tooling improvements
- Ensure integrations with customer IT environments meet security and compliance expectations
- Establish clear role definitions, accountability frameworks, and performance standards.
- Support hiring, onboarding, and professional development within the team.
- Foster a culture of structured troubleshooting, operational discipline, and customer-first thinking.
- Ensure alignment between service operations, product development, and commercial teams.
Requirements
Qualifications
- 8+ years’ experience in B2B SaaS service delivery, technical operations, or IT service management roles
- 3+ years’ experience leading customer-facing technical teams
- Demonstrated experience working with enterprise or healthcare customers in regulated environments
- Demonstrated experience identifying implementation challenges for enterprise healthcare customers using SaaS software
- Strong understanding of SaaS onboarding, application support models, incident management, and escalation frameworks
- Experience partnering with Engineering and Platform teams to resolve cross-functional technical service issues
- Familiarity with identity and authentication systems, including SAML or OIDC and platforms such as Auth0 or Entra ID / Active Directory
- Experience with cloud-based application environments, secure customer connectivity models, and AWS
- Experience defining and monitoring SLAs, KPIs, and operational dashboards
- Strong executive-level communication and stakeholder management skills
- Experience in healthcare technology environments advantageous
- Based in the Central or Western United States is preferred
Originally posted on Himalayas