Director, Solution Enablement

Responsibilities

• Lead service delivery, including communicating the value of GW RhythmX products, workflow optimization, and customer education
• Ensure timely and effective triage, escalation, and resolution of customer issues in accordance with defined SLAs in partnership with Support
• Monitor service performance metrics and proactively address gaps in adoption, utilization, and service quality
• Identify recurring customer issues and partner with internal teams to implement scalable solutions
• Ensure customers are effectively enabled to use the software within their operational workflows
• Support delivery of workflow education, training, and best practices to drive adoption and utilization
• Identify adoption risks and implement improvement plans
• Drive consistent execution of service delivery playbooks and standard operating procedures
• Manage software add-ons end-to-end across the customer base in partnership with Account Principals and Managers
• Improve implementation efficiency and early customer adoption by facilitating first line solutioning across the customer base
• Identify systemic service delivery gaps and drive organizational improvements in partnership with Client Operations leadership
• Develop, implement, and maintain standardized playbooks in assigned functional area
• Support new staff onboard and ongoing training programs
• Ensure organizational readiness to support new products and features
• Partner with Product, Engineering, Implementation, and Support leadership to improve product usability and service delivery effectiveness
• Provide executive-level visibility into service delivery performance, risks, and opportunities
• Advocate for customer needs and influence product and operational priorities
• Support strategic planning, organizational design, and capacity planning

Requirements

• 8+ years of experience in customer success, service delivery, or customer operations in a SaaS or healthcare technology environment
• Proven experience building scalable service delivery operations
• Strong strategic, operational, and leadership capabilities
• Executive presence and ability to influence cross-functional stakeholders

About the Role

The Director, Solution Enablement is responsible for defining and leading the strategy, structure, and execution of service delivery across assigned customer accounts. This role ensures customers achieve meaningful outcomes through effective support, workflow enablement, and operational excellence. Directors also serve as a functional subject matter expert and are accountable for operational scalability and continuous improvement.