Implementation Manager

Accountabilities: Own the customer relationship throughout implementation, serving as the primary point of contact from kickoff through go-live and post-launch stabilization. Lead detailed project plans for multiple concurrent, multi-step implementations, maintaining alignment across internal teams and customer stakeholders on scope, timelines, deliverables, and status. Coordinate closely with account management, support, product, and engineering to manage handoffs, remove blockers, and maintain implementation momentum. Take ownership of launch outcomes by identifying risks early, coordinating resolutions, managing scope, and ensuring projects meet established timelines and quality expectations. Apply technical judgment to identify and troubleshoot potential integration challenges, working with product and engineering teams to support successful integrations and launches. Build trusted relationships with providers, office managers, clinical leaders, and other customer stakeholders through clear, proactive, and responsive communication. Represent the customer internally by capturing implementation feedback, identifying recurring pain points, and sharing insights with product, engineering, and support teams. Continuously improve implementation processes by refining playbooks, templates, workflows, tooling, and handoffs to reduce time-to-launch and improve customer satisfaction. Establish strong implementation practices during the first months in the role, progressing from shadowing active projects to independently managing multiple customer launches. Drive measurable improvements to the implementation function by identifying friction points and leading process changes through adoption. Requirements 5–8 years of experience leading technical product implementations in a customer-facing environment, with a demonstrated record of delivering high-quality launches on schedule. Experience managing multiple customer implementations concurrently rather than sequentially. 2+ years of experience implementing healthcare technology directly with provider practices, ideally involving standard EHR integrations. Strong customer-facing skills, with the ability to quickly establish trust with providers, office managers, clinical leaders, and other stakeholders. Expert-level project management capabilities, including planning, tracking, risk management, stakeholder coordination, escalation management, and driving accountability without direct authority. Strong technical judgment and the ability to identify potential integration issues, technical dependencies, and project scope risks. Working knowledge of clinical data and healthcare technology environments, with the ability to collaborate effectively with technical and non-technical teams. Excellent written and verbal communication skills, including the ability to clearly document project status, risks, decisions, and next steps. Strong problem-solving and organizational skills, with the ability to manage competing priorities while maintaining momentum across multiple implementations. A proactive process-improvement mindset and the ability to identify inefficiencies, propose solutions, and drive adoption independently. Demonstrated ability to lead through influence, resolve stakeholder conflicts, and maintain accountability toward shared outcomes. Comfortable working independently in a remote-first environment while collaborating with distributed, cross-functional teams. Benefits Competitive base salary with an estimated range of $96,200–$125,000 USD , with final compensation based on factors such as experience, education, certifications, market data, and internal equity. Equity opportunities and a performance-based bonus program. 401(k) matching and an Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities. Comprehensive medical, dental, and vision coverage. Flexible time off and monthly company holidays. No-Meeting Fridays and mental health resources designed to support sustainable work practices. Remote-first culture with flexibility to collaborate with global teams. Paid parental leave for all new parents. Professional development programs, mentorship, learning opportunities, funding, and regular performance feedback. Reimbursement for home office setup expenses. Monthly cell phone and internet stipend. Opportunities to work on healthcare technology designed to support providers and improve patient care.