Head of Professional Services and Support (Pathology)

Head of Professional Services and Support

Industry
Pathology
Capital
Series A, $35M total
Team Size
30

By the Numbers

109
Identified
32
Vetted
8
Introduced
1
Placed
56
Days

The Challenge

The Head of Professional Services & Support will play a key role by overseeing the delivery of an innovative digital pathology workflow solution. They will need 8+ years of experience leading client delivery and customer support efforts for on-premises technologies in clinical settings. They need to have history of maturing client delivery and customer support practices, while consistently evaluating their effectiveness. Lastly, this executive will apply their relentless drive for creating quantifiable and qualitative value for each client, maintaining exceptional customer satisfaction, and driving Net Promoter Scores.

The Mandate

Attributes
Ideals
Healthcare SaaS
Complex on-premises SaaS integration
Enterprise Implementation
↑ implementations & ↓ avg time
Customer Support/Success
>90% customer satisfaction
Team Building
8+ years experience (incr. team 3x)
Process/Infrastr.
Built PS/support playbook ground-up
Growth
Scaled PS at small org. (5x cust. incr.)
Cross-Functional Collaboration
Thought partner to C-suite
Entrepreneurial Mindset
Thrives in startup environment
Mission-Driven
Is “all in”
Quantitative
Sets and Reports metrics to C-suite
Culture
Builds culture
Local
Located locally (Philly)

The candidate shined in areas that other did not. We really like their background as a hands-on leader at companies at a similar stage and how they were able to transform how they did business. We like how they opened up during the interview process and how candid they were discussing their past experiences. We believe the candidate will be an immediate asset day one as they establish fundamental processes and taking over the hiring process.

CTO

Below is reference to CMS item that will help in CMS Nest by Attributes.
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