• Responsible for oversight of one or more patient support programs • Drive patient and client satisfaction • Maintain compliance with service commitments • Manage employee performance and workforce management • Engage employees to maximize their effort • Develop a pipeline of excellent talent • Manage client, vendor, and program partners relationships • Plan and execute program strategies

• Develop and own the strategic roadmap for Implementation Services, aligning with company growth objectives and market trends • Influence executive leadership on service offerings, pricing models, and go-to-market strategies • Lead and mentor multiple service line directors/managers; foster a high-performance, client-centric culture • Design and scale an organizational structure that supports geographic expansion, complex integrations, and managed services • Manage P&L responsibility for Implementation Services, including forecasting, revenue recognition, and margin optimization • Drive continuous improvement in resource utilization, backlog management, concessions, and EBITDA delivery • Serve as the executive escalation point for high-profile clients; cultivate relationships at C‑suite and board levels • Oversee contract negotiations, statements of work, and service-level agreements to ensure mutual value creation • Establish and govern global delivery standards, methodologies (e.g., Agile, Waterfall, hybrid), and quality assurance benchmarks • Monitor KPIs and metrics (e.g., on‑time delivery, client satisfaction, renewal rates) and implement corrective actions as needed • Partner with Product, Engineering, and Customer Success teams to inform roadmap prioritization and drive seamless handoffs • Collaborate with Sales and Marketing to craft differentiating service-based offerings and support pipeline development • Promote use of emerging technologies (e.g., AI/automation) to enhance service efficiency and client outcomes

• Leads Professional Services teams who oversee the implementation and execution of tasks associated with the full suite of ModMed products, solutions, and integrations. • Takes ownership of team successes by directing, mentoring, and coaching. • Manifests an understanding of project management practices and principles (constraints, risks/issues management, best practices, etc.) • Serves as an escalation point for issues beyond team authority; resolves conflicts involving project priorities, resources, and/or contractual issues with the client. • Demonstrates the ability to quickly understand a business situation; make prompt decisions to facilitate the expedition of resolutions and navigate to successful outcomes. • Builds positive working relationships/partnerships and a trusted advisor within the organization, consulting practice managers, clients, and is recognized by the client as the delivery executive responsible for the ensuring overall delivery experience. • Ensures adherence to quality standards and documented processes in day-to-day activities. • Interfaces with client project stakeholders, including C-level management and directors, to elicit business and functional requirements. • Proactively addresses performance concerns with the applicable manager; provides performance evaluation input for project resources. • Has a thorough understanding of the business's key performance indicators and metrics and manages them to successful levels consistently. • Proactively manages the financial details of the business, including but not limited to forecasting revenue, concessions/credits, backlog management, and EBITDA. • Works collaboratively with the leadership team to develop and/or improve the practice as a whole, including strategies, policies, and processes; supports and promotes the use of leading-edge delivery methodologies and best practices.

• Own client configuration and deployment of Emiri • Understand and support Emiri’s configuration dependencies, including prompt templates and setup requirements • Design UI mockups or flow diagrams and translate feedback into actionable stories or bug reports for the development team • Document and maintain guidance around configuration processes, tips, and “how-to” documentation for internal use • Collaborate with client success and client teams to support their understanding of configuration needs and guiding them in effective prompting • Drive root cause analysis of issues to surface opportunities to improve scalability and user friendliness of the configuration tool • Coach commercial teams on the configuration and functionality of Liquid AI; support key client meetings and demos • Test new enhancements or fixes prior to release to ensure quality and expected behavior