The future of HCP-Pharma connectivity. Impiricus is the HCP-preferred platform to engage with Pharma.
SVP, Client Services – Implementation
Location
United States
Posted
19 days ago
Salary
$325K / year
Seniority
Lead
Job Description
SVP, Client Services – Implementation
Impiricus
• Lead Client Services and Implementation to deliver consistent, high-quality outcomes across all accounts for our Pulse, Spark and Ascend service lines • Serve as the senior escalation point for executive client stakeholders • Ensure Clients remain confident and supported, especially in high-stakes or complex situations • Focus on value delivered, not just tasks completed • Identify patterns across accounts to improve engagement, adoption, and overall performance • Continuously evolve delivery strategies to maximize client impact and satisfaction • Work with Sales, Product, Analytics to identify additional opportunities for clients • Design and evolve the Customer Delivery org to meet the needs of a fast-growing business • Hire, develop, retain top-tier Client Services talent and build a strong leadership bench for future growth • Diagnose gaps in performance across accounts and implement process-level improvements • Establish a clear roadmap for scaling delivery as the company grows • Create a culture of accountability, coaching, and continuous improvement • Create a sustainable org chart that stays ahead of the company’s growing needs, while remaining nimble and agile • Orchestrate alignment across Sales, Product, Data, Operations, and other teams on client needs from startup to completion • Drive progress without relying on formal authority or perfect conditions • Ensure smooth handoffs, clear ownership, and shared accountability across functions • Implement repeatable processes for onboarding, implementation, and ongoing account management • Implement processes to manage capacity and resourcing to drive efficient scaling and utilization • Establish governance, risk management, and escalation frameworks • Bring operational rigor to a complex and evolving environment • Partner closely with commercial teams to drive retention and expansion across all customer types • Identify opportunities for upsell and long-term account growth • Ensure delivery quality directly supports renewals and referenceable clients.
Job Requirements
- 10+ years proven experience leading Client Services, Implementation, or Delivery organizations at scale
- Track record of building and scaling teams, processes, and systems in high-growth environments
- 5+ years of experience leading and scaling customer-facing teams in roles of advancing responsibility in a SaaS, healthcare technology, life sciences, or enterprise software environment.
- Experience owning enterprise customer implementations from kickoff through launch, including timelines, risks, dependencies, and executive communication.
- Proven track record managing customer retention, renewals, account growth, GRR, NRR, and churn reduction.
- Experience working directly with senior customer stakeholders, including VP, C-level, and enterprise decision-makers.
- Strong background building scalable customer processes, playbooks, reporting, operating rhythms, and team performance standards.
- Experience partnering cross-functionally with Sales, Product, Finance, Data, and Operations to improve customer outcomes and business performance.
- Experience handling highly complex escalations and solving them to reach strong mutually aligned results
- Track record that demonstrates ability to listen to customer needs and goals and drive outcomes and results to prove success and exceed customer expectations
Benefits
- Medical, dental, and vision coverage for you and your dependents + on-demand healthcare concierge
- Pre-tax savings options for healthcare and dependent care, with monthly employer contributions to HSA (if enrolled in a high-deductible plan)
- 100% paid short- and long-term disability, plus life and AD&D insurance
- Take the time you need with a flexible vacation policy — recharge your batteries your way
- Paid parental leave to spend time with your newborn, adopted, or foster child (available after 6 months)
- If you’re close to an office, we encourage spending some time in-person to collaborate and connect. If not, remote is always an option
- Save for your future with tax advantages (and company match!)
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