Director of Professional Services
As Director of Professional Services, you will completely re-define how implementations are performed at Concord, building the Professional Services organization into a Profit Center for the business. You will also be responsible for the strategic and operational leadership of our Integration Consultant and Professional Services teams. You will drive the successful execution of client projects, foster cross-functional collaboration, and ensure our customers, especially in the healthcare sector, realize maximum value from our solutions.
About Concord Technologies:
Headquartered in Seattle, Washington, Concord Technologies is one of the largest healthcare information and data transmission hubs, handling billions of documents each year. Within the healthcare ecosystem, Concord’s solutions promote data interoperability through the efficient and secure exchange of critical, time-sensitive, and private documents between independent organizations, including medical records, prior authorizations, patient referrals, and explanations of benefits, among many others. Complementing its document transfer capabilities, Concord’s AI-powered workflow applications allow organizations to receive, ingest, and direct large amounts of unstructured data, while enabling greater efficiency and process intelligence through tools that allow for document recognition, searchability, extraction, archiving, and automation. Concord has over 260 employees across its offices in Seattle, India, as well as remote employees across the U.S. The Company serves more than 200,000 users.
Expanded Leadership Accountabilities:
- Build a highly functioning and profitable Professional Services Organization.
- Design a new, optimized organizational structure and internal processes for Professional Services at Concord -- owning the process from contract signing through post-implementation optimization. Create a well-defined and seamless hand-off to Customer Support.
- Oversee and guide the creation of Statements of Work (SOW) and quote processes for integration and implementation projects, ensuring accuracy and alignment with client requirements. Manage both fixed-fee and hourly engagements.
- Develop and maintain project charters and pricing methodologies for professional services engagements.
- Step in as a subject matter expert to teach and coach direct reports—including Integration Consultants—on best practices for configuring healthcare interfaces and integrations (HL7, FHIR, APIs, Cloud Fax, Secure Document Exchange, etc.).
- Ensure all integration activities comply with regulatory and security standards (HIPAA, HITRUST) and internal policies.
- Mentor and develop the entire professional services team, fostering technical excellence, continuous learning, and innovation.
- Set and monitor performance metrics for integration projects, including client satisfaction (NPS), project delivery timelines, and compliance.
- Drive process optimization and continuous improvement initiatives within the integration team while influencing product and process improvements with the product management, development and support teams.
- Act as the escalation point for complex integration challenges, supporting consultants in troubleshooting and resolving critical issues.
- Collaborate closely with Sales, Product, Engineering, and Executive teams to ensure seamless delivery of integration solutions and alignment with client needs.
- Ensure all projects are completed on time, on budget and appropriately scoped for transition to support.
Qualifications & Experience:
Education:
- Bachelor’s degree in Business, Computer Science, Engineering, Health Informatics, or a related field required.
- Master’s degree (MBA, MHA, or related) is a plus.
Required Work Experience:
- Experience managing and growing a profitable professional services organization.
- PMP (Project Management Professional) certification is required.
- Prior experience working for or with healthcare integration companies, demonstrating a deep understanding of industry best practices and interoperability standards.
- Minimum 7 years of progressive experience in Professional Services, Client Implementation, or related functions within the SaaS, healthcare technology, or enterprise software industry.
- At least 7 years in a senior leadership role, collaborating with cross-functional teams, including direct management of senior professionals.
- Significant experience working in large-scale EHR deployment projects and healthcare IT integrations for hospitals, health systems, or large provider/payor organizations.
- Demonstrated expertise with healthcare interoperability standards (e.g., HL7, FHIR, Direct, X12) and regulatory requirements (e.g., HIPAA).
- Proven track record of building and scaling high-performing teams in a fast-paced, growth-oriented environment.
Compensation Range: $185,000 - $200,000 OTE. Range can flux dependent on experience, education/training, etc.
Additional employee benefits at Concord Technologies:
- 401K plan w/ 6% company match (vests immediately)
- Flex-Time off + sick time
- 10 company holidays
- Full suite of health benefits (Medical, Dental, Vision)– employee only coverage covered at 100% (no employee cost). For employees + dependents, Concord covers 60% of premiums.
- Voluntary insurance options:
- Pet insurance
- Employee Life and AD&D
- Spousal Life and AD&D
- Child Life and AD&D
- Paid Parental Leave program
- Free unlimited ORCA card (Seattle area residents)
- Employee Rewards and Recognition through NectarHR
- Unlimited access to Udemy for Business
Concord Technologies is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.
