Vice President, Global

Full Time US

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ELLKAY started out providing connectivity solutions to laboratories and within a few years, grew to also provide data management solutions to ambulatory organizations. ELLKAY is now a trusted data management partner in five healthcare segments. ELLKAY’s solutions continue to serve laboratories and ambulatory practices and have expanded to empower hospitals and health systems, healthcare IT vendors, ambulatory practices, health plans, and other healthcare organizations with cutting-edge technologies and solutions that drive their growth and interoperability strategies.

Today, ELLKAY remains true to our core values, building strong partner relationships and offering unparalleled service and support while providing innovative, scalable solutions to the challenges our customers face in today’s data-rich world. ELLKAY's experience, customer-focused approach, and reputation for innovation, speed, and accuracy differentiate ELLKAY as a premier partner for your interoperability needs and data management strategy.

We are seeking an experienced, strategic, and highly client-focused Vice President of Global Support to lead our global post-go-live Client Support organization. This executive will define and execute the support strategy and operating model for our SaaS platform, with accountability for service quality, scalability, client experience, financial efficiency, and continuous improvement across regions, products, client segments, and time zones.

The Vice President will be a visible company representative to strategic and enterprise clients. The role builds trusted executive relationships, leads communication during significant incidents and escalations, and ensures that client priorities inform decisions across Product, Engineering, Customer Success, Delivery, Technology, and executive leadership.

This leader will establish a disciplined service environment grounded in practical IT Service Management and ITIL methods, while building a proactive, data-driven global organization capable of supporting continued client and revenue growth. The ideal candidate is equally effective in an executive client meeting, on a major incident bridge, in an operational performance review, and shaping the long-term Support roadmap

• Serve as a trusted executive partner to strategic and enterprise clients; build relationships with business, operational, and technology leaders before issues accelerate.
• Participate in executive and quarterly business reviews, strategic account meetings, and other senior client engagements to understand priorities, service expectations, and emerging needs.
• Act as the executive escalation point for significant service concerns and complex technical situations, providing clear, timely, and accountable communication.
• Translate client concerns into prioritized corrective actions, confirm that commitments are achievable and documented, and ensure consistent follow-through.
• Partner with Customer Success and Account Management to identify at-risk relationships, develop recovery plans, and strengthen client retention.
• Represent the voice of the client across the company and communicate complex technical and operational matters with confidence to technical and non-technical audiences.

• Define the Global Support strategy, operating model, organizational roadmap, and service standards for all post-go-live client support.
• Build scalable global coverage, including follow-the-sun and 24x7 capabilities where appropriate, with consistent processes and appropriate regional flexibility.
• Govern SLAs, SLOs, severity definitions, response and resolution targets, escalation paths, and support coverage models.
• Establish proactive support practices that identify client-impacting risks early and ensure seamless transition from Implementation and Delivery into steady-state Support.

• Establish and mature a practical enterprise ITSM framework that improves quality, consistency, ownership, accountability, and continual improvement without unnecessary bureaucracy.
• Develop and govern Incident Management, Major Incident Management, Problem Management, Change Enablement, Service Request Management, Knowledge Management, Service Level Management, and…