Director, Solution Enablement

Title: Director, Solution EnablementReporting to: VP, Solution EnablementLocation: This position can be based remotely within the USOverviewAs a Director, Solution Enablement, you are responsible for defining and leading the strategy, structure, and execution of service delivery across assigned customer accounts. Directors are typically responsible for higher touch, higher complexity customers. This role ensures customers achieve meaningful outcomes through effective support, workflow enablement, and operational excellence. Directors also serve as a functional subject matter expert and are accountable for operational scalability and continuous improvement. This leader works cross-functionally to align service delivery strategy with company objectives, customer success goals, and product evolution.ResponsibilitiesLead service delivery, including communicating the value of GW RhythmX products, workflow optimization, and customer educationEnsure timely and effective triage, escalation, and resolution of customer issues in accordance with defined SLAs in partnership with SupportMonitor service performance metrics and proactively address gaps in adoption, utilization, and service qualityIdentify recurring customer issues and partner with internal teams to implement scalable solutionsEnsure customers are effectively enabled to use the software within their operational workflowsSupport delivery of workflow education, training, and best practices to drive adoption and utilizationIdentify adoption risks and implement improvement plansDrive consistent execution of service delivery playbooks and standard operating proceduresManage software add-ons end-to-end across the customer base in partnership with Account Principals and ManagersImprove implementation efficiency and early customer adoption by facilitating first line solutioning across the customer baseIdentify systemic service delivery gaps and drive organizational improvements in partnership with Client Operations leadershipDevelop, implement, and maintain standardized playbooks in assigned functional areaSupport new staff onboarding and ongoing training programsEnsure organizational readiness to support new products and featuresPartner with Product, Engineering, Implementation, and Support leadership to improve product usability and service delivery effectivenessProvide executive-level visibility into service delivery performance, risks, and opportunitiesAdvocate for customer needs and influence product and operational prioritiesSupport strategic planning, organizational design, and capacity planningPerformance MetricsCustomer Adoption and UtilizationResults with Improvement DocumentationOngoing Maintenance & Accuracy of Standard Solution Enablement PlaybooksRequirements8+ years of experience in customer success, service delivery, or customer operations in a SaaS or healthcare technology environmentProven experience building scalable service delivery operationsStrong strategic, operational, and leadership capabilitiesExecutive presence and ability to influence cross-functional stakeholdersEqual Opportunity StatementGW RhythmX is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.J-18808-Ljbffr