VP, Customer Delivery & Enablement

MatrixCare; United States; Remote; USD 240,000 - 280,000; Full time

Job summary

MatrixCare seeks a visionary VP of Customer Delivery & Enablement to ensure customers implement, adopt, and realize value from MatrixCare solutions. You will oversee customer implementation, education, and technical services, establishing a scalable, customer-centric delivery model that accelerates time to value and improves satisfaction.

This role partners with Customer Success, Product, Product Marketing, Support, and Sales to create a seamless journey from contract through go-live and ongoing

Qualifications

• 10+ years of progressive leadership in customer implementation, professional services, or enterprise software delivery.
• Experience leading multi-functional teams in a complex technology environment.
• Proven ability to establish repeatable implementation methodologies and operational metrics.

Responsibilities

• Lead all customer implementation and onboarding functions to ensure on-time delivery and achieved outcomes.
• Establish a consistent implementation methodology, governance model, and delivery standards across MatrixCare products.
• Improve cycle times, predictability, and time to first value while managing risks and resources.

Skills

Customer Delivery

Customer Enablement

Job description

About MatrixCare

MatrixCare provides software solutions to more than 15,000 providers supporting skilled nursing, senior living and long-term care, life plan communities, and home health and hospice care. A multi-year winner of the Best in KLAS award, MatrixCare is trusted by thousnds of facility-based and home-based care organizations to improve provider efficiencies and promote a better quality of life for the people they serve. For more information, visit www.matrixcare.com.

Highlights

• Location Remote, US
• Start Date Dec 1, 2026
• Work Location Allows Remote Work

Skills

• Customer Delivery
• Customer Enablement

Description

About MatrixCare

MatrixCare provides software solutions to more than 15,000 providers supporting skilled nursing, senior living and long-term care, life plan communities, and home health and hospice care. A multi-year winner of the Best in KLAS award, MatrixCare is trusted by thousnds of facility-based and home-based care organizations to improve provider efficiencies and promote a better quality of life for the people they serve. For more information, visit www.matrixcare.com.

About The Role

The Vice President of Customer Delivery & Enablement is responsible for ensuring MatrixCare customers successfully implement, adopt, and realize value from MatrixCare solutions. This leader oversees customer implementation, customer education, and technical services, establishing a consistent, scalable, and customer-centric delivery model that accelerates time to value, improves customer satisfaction, and supports long-term retention and growth.

This role will transform how MatrixCare onboards and enables customers by driving predictable implementation outcomes, improving delivery efficiency, strengthening customer education and product proficiency, and establishing clear accountability for quality, timelines, and customer outcomes. The VP will partner closely with Customer Success, Product, Product Marketing, Support, and Sales to create a seamless customer journey from contract signature through implementation, go-live, and ongoing adoption.

The ideal candidate combines strong operational leadership with a deep understanding of enterprise software implementation, customer enablement, and technology services. They are a change agent who can build disciplined processes, develop high-performing teams, and scale delivery operations without compromising the customer experience.

What You’ll Do

Customer Implementation & Delivery

• Lead all customer implementation and onboarding functions, ensuring implementations are delivered on time, within scope, and against agreed customer outcomes.
• Establish a consistent implementation methodology, governance model, and delivery standards across MatrixCare products and customer segments.
• Improve implementation cycle times, predictability, resource utilization, and time to first value.
• Drive accountability for project milestones, customer readiness, data conversion, configuration, integrations, testing, and go-live success.
• Proactively identify and address implementation risks, resource constraints, and delivery bottlenecks before they affect customers.
• Establish clear visibility into implementation performance, including project health, milestone attainment, backlog, capacity, and customer satisfaction.
• Continuously improve onboarding processes to reduce complexity, rework, delays, and customer effort.

Customer Education & Enablement

• Lead MatrixCare’s customer education and enablement strategy, including training, the MatrixCare Academy, certification programs, digital learning, and customer education resources.
• Build a scalable, modern learning ecosystem that helps customers develop proficiency, adopt product capabilities, and maximize the value of their MatrixCare investments.
• Partner with Product and Product Marketing to ensure education programs reflect product releases, new functionality, and evolving customer needs.
• Establish role-based learning paths, certification programs, and adoption resources tailored to customer roles and workflows.
• Expand digital, on-demand, and self-service learning to improve accessibility and reduce reliance on instructor-led training where appropriate.
• Measure education effectiveness through customer proficiency, training completion, adoption, time to value, and reduction in avoidable support cases.

Technical Services & Integration Delivery

• Lead technical services, including technical consulting, integration delivery, and related implementation services.
• Establish consistent standards for technical discovery, solution configuration, integration planning, and technical project execution.
• Partner with Product and Engineering to resolve technical dependencies and remove barriers to successful implementation.
• Improve the predictability and quality of technical delivery while managing scope, resources, and customer expectations.
• Develop repeatable delivery models and reusable tools that reduce manual effort and support scalable growth.

Operational Excellence & Scalability

• Establish a performance-driven operating model with clear ownership, measurable outcomes, and consistent execution across all functions.
• Develop capacity planning, resource allocation, workforce productivity, and forecasting disciplines to align delivery capabilities with customer demand.
• Define and manage KPIs, operating dashboards, and performance reviews that drive accountability and continuous improvement.
• Standardize processes across customer segments and product lines while accounting for legitimate differences in implementation complexity and customer needs.
• Identify opportunities to leverage automation, AI, digital workflows, and reusable delivery assets to improve efficiency and the customer experience.
• Manage departmental budgets, operating expenses, vendor relationships, and resource investments to achieve business objectives.
• Build a culture of continuous improvement, operational discipline, collaboration, and customer ownership.

Cross-Functional Leadership & Customer Outcomes

• Partner with Customer Success to ensure a seamless transition from implementation to ongoing customer management, with clear ownership of customer readiness, adoption, and outstanding issues.
• Work closely with Sales to support implementation scoping, resource planning, delivery commitments, and a smooth transition from contract to onboarding.
• Collaborate with Product and Product Marketing to improve release readiness, customer communications, training, and adoption of new capabilities.
• Partner with Customer Support to identify recurring implementation and education issues that contribute to avoidable cases and customer dissatisfaction.
• Establish effective escalation and risk-management processes to address at-risk implementations and protect customer relationships.
• Represent the voice of the customer in operational planning and cross-functional decision-making.

Leadership & Team Development

• Lead, develop, and retain high-performing teams across implementation, education, and technical services.
• Establish clear roles, responsibilities, performance expectations, and career development paths.
• Build a culture focused on accountability, customer outcomes, collaboration, and continuous learning.
• Develop future leaders and ensure the organization has the capabilities and structure required to scale.
• Drive organizational change and adoption of standardized processes, tools, and performance expectations.

What You’ll Bring

Required Qualifications

• 10+ years of progressive leadership experience in customer implementation, professional services, technical services, customer education, or enterprise software delivery.
• 5+ years of experience leading multi-functional teams and managers in a complex technology environment.
• Demonstrated success scaling customer onboarding and implementation operations while improving customer satisfaction and delivery efficiency.
• Experience with enterprise SaaS or healthcare technology.
• Proven ability to establish repeatable implementation methodologies, operational metrics, capacity models, and performance management disciplines.
• Strong understanding of software implementations, integrations, configuration, data migration, and go-live readiness.
• Demonstrated ability to lead organizational change, improve processes, and drive accountability across geographically or functionally distributed teams.
• Experience using technology, automation, analytics, and AI to improve delivery efficiency and customer outcomes.
• Deep financial acumen, including budget management, resource planning, and productivity improvement.
• Excellent communication, executive presence, problem-solving skills, and cross-functional leadership capabilities.

Preferred Qualifications

• Post-acute care, long-term care, home health, hospice, or related healthcare software experience.
• Experience leading customer training, education, certification, or digital enablement programs.

What Success Looks Like

Success in this role will be measured through a balanced set of customer, delivery, and operational outcomes, including:

• Implementation performance: On-time go-live rate, implementation cycle time, milestone attainment, and project predictability.
• Customer experience: Implementation CSAT, customer effort, onboarding satisfaction, and escalation trends.
• Time to value: Time from contract signature to go-live and time to initial customer value.
• Education and adoption: Training completion, certification attainment, learning engagement, and adoption of relevant product capabilities.
• Operational efficiency: Resource utilization, delivery capacity, cost to implement, and productivity.
• Quality: Implementation rework, defects identified during onboarding, and post-go-live issues.
• Support avoidance: Reduction in support cases attributable to training gaps, implementation quality, or insufficient customer readiness.
• Business outcomes: Contribution to customer retention, customer health, and successful realization of contracted value.

Why Join MatrixCare?

At MatrixCare, we are committed to fostering a culture where teammates can grow their careers and make an impact on the healthcare industry. We offer opportunities to contribute to innovative solutions that help improve care delivery, while benefiting from a flexible and supportive work environment. Our teammate value proposition includes comprehensive health and wellness benefits, flexible time off, professional development opportunities, and a collaborative culture built on trust, innovation, and teamwork. By joining MatrixCare, you’ll be part of a purpose-driven organization dedicated to advancing healthcare technology and creating an exceptional experience for both teammates and customers.

Compensation & Benefits

$240,000 - $280,000

We are shaping the future at MatrixCare, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. This position qualifies for a comprehensive benefits package and individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills. At MatrixCare it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

Work Environment / Location Expectations

• Remote (US)

Equal Employment Opportunity / Legal Statements

MatrixCare is committed to fostering a diverse, inclusive, and equitable workplace where every individual is treated with respect and dignity. We are an Equal Opportunity Employer and make employment decisions based on qualifications, merit, business needs, and performance, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We are dedicated to providing equal access to opportunities and reasonable accommodations throughout the recruitment and employment process, ensuring that all teammates can contribute, grow, and succeed in an environment where diverse perspectives are valued and encouraged.