Senior Implementation Manager
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Job Description
Senior Implementation Manager at PatientNow facilitating client onboarding and improving implementation processes. Collaborating with teams to ensure customer satisfaction and successful delivery.
Responsibilities:
- Assign new sales direct to implementation specialists for smooth delivery.
- Ensure follow-up and responsive outreach to customers throughout.
- Be willing to meet with customers to explain our onboarding process, clarify their scope, timeline, and next steps, ensuring a clear understanding of expectations.
- Maintain clear and timely communication with customers, addressing any concerns or questions and providing necessary resources and support.
- Consistent updates to Salesforce cases on customer outreach, notes from calls, etc.
- Facilitate a seamless transition of customers to their assigned implementation specialist.
- Manage 5-10 employees, conducting recurring 1:1 check-ins, managing their workload and helping improve their skillsets, where needed.
- Work with other Services leaders to implement new processes and workflows to the delivery team.
- Monitor implementation KPIs (such as time-to-live, customer satisfaction, onboarding health score, etc.) and continuously improve processes.
- Document implementation processes and contribute to playbooks and internal knowledge base.
- Work closely with Sales during pre-sales and transition to align on customer needs and expectations.
- Provide feedback to Product, Sales, and Engineering based on onboarding trends and needs.
- Train new hires for the Implementation team.
- Assist team members with escalated matters and be the first (or second) point of escalation.
Requirements:
- Bachelor’s degree in business, project management, communications, or a related field
- 4-6 years of experience in customer service, project management, or similar roles
- Excellent communication and interpersonal skills
- Strong organizational and time-management abilities with a keen attention to detail
- Ability to work effectively both independently and as part of a team
- Proficiency in relevant software and tools for onboarding and customer communication.
Benefits:
- Health insurance
- Paid time off
- Flexible work hours
- Professional development opportunities
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