VP, Customer Delivery & Enablement

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 a

Work arrangement
Yes