Job Details

As an experienced, strategic, and execution-driven Senior Vice President of Client Delivery you will lead and scale our implementation and account management functions of the company. As the leader you will be responsible for ensuring commercial and deployment success—delivering what was sold to clients and ensuring long-term contractual, operational, and account relationship success.

The SVP of Client Delivery will serve as the key steward of our client relationships, from post-sale onboarding through ongoing account management and renewal. This role will oversee cross-functional delivery teams, ensure seamless partner collaboration, and own outcomes that directly impact revenue, retention, and referenceable client relationships.

Key Responsibilities

• Pre- and Post-Sale Account Delivery:
  Drive cross-functional coordination from contract signature through technical onboarding, deployment, and oversee long-term support.
• Client Relationship Continuity:
  Ensure seamless handoffs from Sales to Implementation to Delivery to Account Management, ensuring executive-level relationships are engaged throughout the client lifecycle.
• Contractual and Commercial Performance:
  Ensure all services are delivered per SOW, helping to provide the team with focus on performance guarantees, ROI targets, and upsell readiness.
• Operational Partner Oversight:
  Oversee and manage delivery performance and SLAs for external implementation and operational partners.
  

• Lead and mentor the Implementation Management teams, including external partners to drive on-time, on-budget, and high-quality go-lives.
• Supervise Technical Onboarding & Integration functions, ensuring scalable, repeatable deployment processes aligned with product and client requirements.
• Manage the Account Management organization, focused on renewals, sponsor-level relationships, and expansion support.
• Serve as the Point of Contact for Client Escalations, driving resolution and executive alignment during rollout oand contract lifecycle.
• Monitor Client/Account-Level Profitability, ensuring favorable gross margins and adherence to delivery budgets through close collaboration with delivery/operational team.
  

• Starts Revenue – revenue converted from bookings, through successful project launches.
• On-Time, On-Budget Go-Live Performance – % of clients achieving go-live milestones as planned.
• Client Referenceability – % of go-live clients willing to serve as references; ongoing account references.
• Gross and Net Revenue Retention – maintained or expanded revenue across the account base.
• Renewal Rates – % of contracts renewed at original or higher value.
• Revenue Expansion – upsell/cross-sell in partnership with Sales.
  
  

Required:

• 12+ years of experience in client delivery, implementation, or account management in a B2B SaaS, healthcare IT, or enterprise services company.
• 7+ years of executive leadership experience overseeing cross-functional delivery or client success organizations.
• Demonstrated success managing large enterprise accounts and multi-stakeholder deployments.
• Deep understanding of contract/SOW compliance, commercial health, and renewal economics.
• Experience working with healthcare data systems, EHR integrations, and interoperability standards (FHIR, HL7, APIs) a plus.
• Excellent communication, relationship-building, and executive presence with clients and internal teams.
• Willingness to travel for appropriate implementation, onboarding, business review, alignment purposes, as needed organizationally and for client alignment.
• Project management experience preferred
• Excellent organizational skills
• Proficient with Microsoft Office Suite
• Eligible to work in the U.S. without relying solely on a student visa or a visa sponsored by a third-party employer
  

Preferred:

• Experience managing channel or implementation partners and outsourced delivery vendors.
• Proven ability to scale teams, processes, and client operations in a high-growth environment.
• MBA or equivalent executive education is a plus.

Core Competencies:

• Flexible, Detail Oriented, Customer Focus, Team Working, Initiative, Problem Solving, Organized, Self-Motivated

General:

• Adopt the Onpoint culture of respect, integrity, and accountability that contributes to an internal environment of teamwork and promotes a positive brand image to our external customers
• Incorporate a leadership mindset to your role
• Comply with OnPoint procedures, policies, and regulations relevant to your role
• Successfully complete all Onpoint training requirements (i.e., HIPAA, compliance, etc.)
• Responsible for compliance with all regulatory requirements and/or guidelines. These requirements/guidelines include, but are not limited to: HIPAA, Federal Fraud and Abuse laws
• Able to communicate effectively with others, both verbally and in writing
• Proven ability to manage time, meet deadlines, and prioritize
• Able to maintain standards and professionalism during periods of fluctuating workloads
• Provide professional service to direct customers and vendors/delivery partners of Onpoint in all interactions
• Build effective working relationships with other team members

• Excellent customer service skills
• Able to work independently and as part of a team
• Can handle multiple tasks and prioritize work effectively

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.

While performing the duties of this job, the employee is regularly required to speak, hear, read, and type. The employee must be able to travel by airplane and vehicle to meet with internal and external customers.

This is largely a sedentary role; however, some shipping may be required. This position requires the ability to occasionally lift office products and supplies up to 40 pounds.

Work Environment:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.