Abbott Informatics is seeking an experienced Director, Software Services to drive the successful implementation, deployment, and support of their software solutions, ensuring seamless adoption and optimizing implementation strategies for healthcare clients.
Requirements
- deep expertise in software implementation and integrations
- Experience with EHR systems such as Epic, Cerner, Meditech.
- Familiarity with Healthcare Interoperability Standards (e.g., HL7, FHIR).
- 10+ years of experience in enterprise SaaS delivery, consulting, or implementation leadership
- Experience in HealthTech or MedTech industries.
- Experience developing and scaling professional services and customer success frameworks.
Responsibilities
- Oversees implementation, testing, technical services, deployment; technical and workflow guidance; and serves as a subject matter expert for the integration of Abbott solutions into healthcare workflows and technology stack.
- Ensure integration and interoperability of Abbott Informatics platforms across hospitals, physician practices and partner networks to support seamless data sharing and clinical workflows.
- Drive consistency and excellence in execution across implementation and services projects, including customer kickoff, solution delivery, and handoffs from Sales to Services and Customer Success and Account Management.
- Operationalize and continuously improve our implementation framework and methodology, ensuring high-quality delivery and consistency.
- Develop and manage professional service offerings that meet high-touch customer needs
- Serve as a senior escalation point for complex implementation scenarios
- Monitor implementation KPIs and support reporting on team performance, delivery outcomes, and customer relationship health
Other
- senior leadership role
- strong background in professional services
- lead a team of project managers, implementation trainers, integration and interface consultants, customer support/success resources and collaborate cross-functionally
- Champion the voice of the customer in internal conversations
- Build trusted relationships with customers and cross-functional leaders.
- Foster a strong team culture rooted in problem-solving, ownership, growth mindset, and empathy.
- Ensure compliance with all relevant laws, regulations, and internal policies.
- Demonstrated success leading multi-disciplinary teams across operations and services.
- Proven ability to manage large-scale integration and implementation projects.
- Strong customer orientation and ability to build trusted relationships.
- Strong leadership, communication, and decision-making skills.
- Experience in budget management and financial analysis.
- Professional certifications (e.g., PMP, Six Sigma) are a plus.
