AVP, Delivery (Remote)

Who is Eleos Health?

Today, more people than ever are speaking publicly about their mental health. Whether it's ourselves, our friends and family, or even public figures, taking care of your behavioral health is no longer a taboo, it's vital, and it's only human. Eleos is on a mission to help deliver the world's most effective behavioral care through data, measurement, and personalization. Or simply put,

We want to give clinicians the support they need to do the critical work only they can do.

What is this opportunity?

We are looking for a dynamic AVP, Delivery to add to our growing Customer Success team. You will lead the orchestration of various delivery disciplines for our growing US-based customer base. You will be a coach and mentor to a team of Team Leads in the Implementation, Technical Support, and Training functions. This person is a strong leader that promotes and enables operational excellence and successful client implementations that provide customers with measurable value and drives revenue and profitability for the practices. The successful candidate will be an expert in the areas of complex project management, external client consulting, professional services financial measurement and management, team leadership, people development, problem-solving and solution development. This role must have extensive experience in the field and should be passionate about customer satisfaction. Reporting to the VP of Customer Success, you will work closely with your Leadership counterparts in Product, R&D, Sales, Solutions Engineering and Customer Success Management, in addition to key stakeholders across the team. With an innovative solution that meets a clear market need with growing traction and customer base, this is an amazing opportunity to drive change within the organization as well as increasing the speed to value time.

Who are you?

You are passionate about identifying, building, and implementing processes that drive time to value for customers. You know how to balance the fine art of advocating for customers’ needs and our internal teams. You will serve as a mentor for our Delivery team leads. You can drive processes independently and balance the big picture view with the day-to-day tasks to move the growth forward on all fronts. You thrive in a fast-paced environment and enjoy a startup's dynamic and collaborative atmosphere.

How will you contribute?

• Lead the Team Leads and functions responsible for delivery Eleos to our customers
• Drive capacity planning with your Product and R&D counterparts to size work appropriately and set delivery timelines
• Provide regular, strategic updates to executives and key stakeholders on delivery progress, impact, and metrics. Offer insights that support decision-making and align with company-wide objectives and key results (OKRs)
• Identify and execute on initiatives to improve time to value and quality of deliveries
• Provide strategic and tactical support to the GTM organization and drive repeatability, predictability, and scalability across the implementation process.
• Be the face of our Implementation and Support Teams in key customer conversations and relationships.
• Work cross-functionally with Product and R&D teams to manage decisions related to high impact features and issues.
• Design and improve tools to improve support the implementation process, including project plans, status reports, dashboards, and coaching tools.
• Ensure the integrity of our implementations by mitigating risk and quality issues. If they do arise, be an expert in navigating them to resolution with your counterparts.

What qualifications and skills will help you to be successful?

• 5+ years of experience in leading a Delivery or Professional Services function within a fast-paced startup
• Demonstrated experience in budget planning and management
• Demonstrated success at building an operating cadence with multidisciplinary teams
• Demonstrated success in improving time to value and quality within internal processes
• Obsessed with the customer and end-user experience
• Willing to work primarily East Coast hours
• Data-driven, detail-oriented, customer-focused, business-minded, technologically and intellectually curious
• Excellent written and verbal communication skills
• You are a self-starter, you love learning and are always actively looking for opportunities to contribute
• Up to 40% travel

This is a unique opportunity to join a startup that has a meaningful impact on well-being and mental health.

We have:

• A product that positively impacts peoples' lives every single day.
• A team of amazing people with a shared vision and the infinite drive to make it happen
• The base pay is $180k-$210k for this role. The determination of what a specific employee in this job classification is paid depends on a number of factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, length of service, and geographic location.
• In addition to your compensation, we offer comprehensive and generous health benefits, significant equity, and 401(k) plans matched to 4%.
• Opportunity to build, grow and become highly instrumental in shaping how technology can increase the effectiveness of therapy.
• Mental health days off you can take any given moment simply because you need them.