Implementation Manager
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Job Description
Implementation Manager overseeing go-lives for value-based care organizations at Fold Health, managing the implementation lifecycle and ensuring customer adoption.
Responsibilities:
- Own Customer Implementations
- Manage full lifecycle from kickoff through go-live and stabilization
- Lead Sales to Implementation handoffs, ensuring complete, efficient knowledge and relationship transfers
- Primary customer contact during implementation; own timelines, milestones, deliverables
- Coordinate go-live planning, war rooms, and post go-live support
- Ensure operational, clinical, and technical readiness: workflows, staffing, training, EHR integrations
- Oversee data onboarding (claims, ADT, roster, EHR data); validate data quality before and during go-live
- Identify risks early, escalate with solutions, drive resolution across internal and customer teams
- Maintain leadership-facing status updates and dashboards
- Coordinate with Sales, Product, Engineering, Analytics, Integrations, and QA on customer requirements
- Translate customer needs into internal workstreams; track cross-team dependencies
- Work with offshore R&D team (Pune, India) on integration specs and issue resolution
- Partner with Customer Success on handoffs, adoption milestones, and customer health
- Drive change management at customer sites: stakeholder alignment, resistance mitigation, executive sponsor engagement
- Deliver training for care managers, quality teams, and clinical staff
- Create workflow documentation, user guides, quick reference materials
- Identify and train customer super-users for post-go-live support
- Monitor adoption metrics and address barriers proactively
- Contribute to playbooks, templates, knowledge hubs, and checklists from hands-on experience
- Surface product gaps, workflow friction, and voice of the market feedback to Product and Engineering
- Help refine timelines, resource estimates, and scope definitions for future deals
Requirements:
- 5–7 years in healthcare technology implementations, professional services, or customer-facing delivery
- 3+ years implementing enterprise software platforms for ACOs, MSOs, IPAs, or provider groups
- Experience with value-based care, risk-based arrangements, or population health
- Proven ability to manage complex, multi-stakeholder implementations
- Strong communication with clinical and operational leaders
- Change management experience in healthcare settings
- Can build process while delivering results in a fast-moving environment
- ~25% travel for go-lives, kickoffs, on-site support
- US work authorization
Benefits:
- Market-benchmarked base salary
- Comprehensive benefits
- Meaningful equity
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