Senior Implementation Manager
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Job Description
Senior Implementation Manager driving the modernization of a clinical technology platform in healthcare. Leading customer onboarding and project management to improve healthcare outcomes.
Responsibilities:
- Customer Onboarding & Setup. Lead customers through the setup and configuration process, ensuring that the solution meets their specific needs and is deployed successfully.
- Implementation Support. Assist in the technical aspects of product deployment and project management including troubleshooting and addressing any challenges during the initial setup phase.
- Customer Education & Training. Enforce product training sessions to ensure that customers understand how to use the platform effectively.
- Proactive Risk Management. Identify and address any challenges that may arise during the onboarding and early usage phases, minimizing any disruptions to the customer's experience.
- Collaboration with Cross-Functional Teams. Work closely with Product and Support teams to ensure customer needs are met and any product or service gaps are identified immediately.
- Continuous Feedback Loop. Gather customer feedback during implementation and after, relaying insights to improve future onboarding processes or product development.
Requirements:
- Bachelor's degree in business, technology, or a related field
- 9 to 12 years of experience in implementation roles, preferably in a B2B SaaS environment
- Understanding of client needs and a passion for delivering exceptional client experiences
- Excellent written and verbal communication and interpersonal skills
- Proven ability to manage complex projects, prioritize tasks, and meet deadlines
- Understanding of SaaS technology and ability to configure and deploy solutions
- Experience in the healthcare industry, preferably within SaaS
Benefits:
- Remote-first environment with company provided computer
- Thirteen paid holidays per year (average)
- Medical, dental and vision coverage with multiple levels of coverage
- HSA, FSA and Dependent Care accounts
- Short-term and Long-term disability
- Life and accidental death insurance
- Discounted voluntary benefits, such as additional life insurance
- Employee Assistance Program
- Paid Parental Leave
- Flexible vacation time
- 401(k) with employer matching and immediate vesting
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