Role Overview
The hiring organization is seeking an Implementation Manager to ensure healthcare data solutions are successfully implemented, adopted, and delivering measurable value for customers. This role combines hands-on implementation and project leadership with customer-facing work to drive adoption across clinical, operational, and technical stakeholders from pilot through ongoing delivery.
Role Details
- Title: Implementation Manager
- Employment Type: Full time
- Work Arrangement: Remote
- Location Eligibility: United States (with a strong preference for candidates based in North Carolina or New York)
Key Responsibilities
- Own customer relationships through implementation, launch, and adoption, serving as the trusted point of contact for clinical, operational, and technical stakeholders as well as executive sponsors.
- Lead implementations from pilot planning and integration through ongoing delivery, defining milestones, responsibilities, governance structures, and success criteria.
- Execute hands-on data collection and onboarding tasks, including roster specifications, system access, file transport, and customer-specific EHR and data source requirements.
- Coordinate cross-functional alignment across customer teams and internal sales, product, engineering, clinical, and operational teams.
- Manage project timelines, dependencies, risks, decisions, and change management with disciplined tracking and early escalation when necessary.
- Define, track, and review success measures linked to clinical, operational, and financial outcomes, proactively identifying and resolving gaps between expected and realized value.
- Support customer retention, renewals, and expansion by demonstrating clear outcomes, monitoring customer health, and establishing repeatable implementation playbooks.
Qualifications
- 3–5+ years in implementation, customer success, professional services, or program delivery, ideally in software.
- A track record of delivering complex software implementations from planning through adoption.
- Excellent project-management skills and close attention to detail.
- Credibility with customer stakeholders and the confidence to have difficult conversations.
- Ability to coordinate technical and non-technical teams without direct authority.
- Strong written and verbal communication skills.
- Healthcare technology, enterprise SaaS, or regulated-industry experience is preferred.
- Familiarity with healthcare data (EHR data, rosters, claims) and standards such as FHIR, HL7, or HIPAA is a plus.
- Comfortable working in an early-stage or rapidly changing environment.
- Owns outcomes end to end and drives them forward with growing independence.
- Collaborates across functions without direct authority and creates documentation that teammates can build upon.
- Communicates credibly with everyone from a clinician inside a practice to an executive inside a parent organization.
- Motivated by compounding results, where the second customer is easier than the first because of how the first was run.
- Uses LLMs and AI tools to remove friction and build capacity, improving the team’s systems alongside their own output.
Compensation and Benefits
- Competitive salary
- Equity options
- Benefits package