Enterprise Implementation Manager

Accountabilities:

• • Own a portfolio of enterprise accounts as the primary point of contact and accountability throughout implementation and the ongoing customer relationship.
  • Lead customer onboarding, implementation, and technical delivery workstreams from kickoff through validation and go-live, ensuring commitments remain on schedule and within scope.
  • Project-manage new data connector builds, platform configuration, data orchestration, and related integration activities.
  • Lead recurring client meetings, status updates, Quarterly Business Reviews, Executive Business Reviews, and steering committees, communicating progress, risks, decisions, and next steps clearly.
  • Build and maintain trusted relationships with executive, operational, clinical, and technical stakeholders while developing a strong understanding of each customer's business priorities.
  • Monitor account health using customer usage, engagement, feedback, and other relevant signals, maintaining accurate health scores and proactively addressing risks to retention.
  • Identify, escalate, and resolve delivery and account risks using established processes and playbooks before they threaten customer outcomes or momentum.
  • Coordinate dependencies across internal teams, third parties, engineering, data teams, and customer stakeholders to maintain alignment and efficient execution.
  • Partner with growth and retention teams on renewal and expansion activities by providing account context, delivery insight, and relationship continuity while commercial ownership remains with the appropriate team.
  • Connect implementation activities to broader adoption, value realization, ROI, and customer success objectives.
  • Identify opportunities to improve workflows, processes, documentation, and delivery consistency, sharing lessons learned and best practices across the team.
  • Contribute to customer feedback initiatives, including CSAT and NPS programs, and use customer insights to improve engagement and outcomes.
  • Support coaching and informal mentoring of less experienced team members through knowledge sharing and practical guidance.
  • Thoughtfully use AI and emerging technologies to improve account analysis, documentation, QBR preparation, efficiency, and decision-making while maintaining appropriate standards for privacy, security, and quality.

  Requirements:

  • Bachelor's degree in a relevant field.
  • At least 3 years of experience leading account implementation and customer success processes within software or technology environments, ideally in healthcare.
  • Experience with healthcare data integration, particularly claims and clinical data, is highly valuable.
  • Strong knowledge of project management and customer success principles, methodologies, tools, and risk-management practices.
  • Extensive healthcare industry experience, including population health and value-based care, with the ability to understand customer strategies, industry trends, and technology solutions.
  • Demonstrated ability to manage an ongoing portfolio of client relationships rather than focusing solely on individual projects.
  • Proven ability to identify and mitigate project- and account-level risks while maintaining momentum and customer confidence.
  • Excellent presentation and communication skills, with the ability to create client-ready materials and lead discussions with executive, operational, clinical, and technical audiences.
  • Strong proficiency with tools such as PowerPoint, Excel, and Word.
  • Experience with customer success platforms such as Planhat and account health-scoring methodologies is preferred.
  • Experience partnering with growth, renewal, or account management teams on commercial conversations without directly owning the commercial process is a plus.
  • Strong problem-solving, interpersonal, organizational, and project coordination skills.
  • Ability to work collaboratively across distributed and remote teams.
  • Team-oriented mindset with experience coaching or informally mentoring colleagues.
  • Willingness and ability to travel to client sites, executive meetings, and industry conferences, typically on a quarterly basis with potential increases based on business needs.

  Benefits:

  • Salary: $100,000–$156,000 per year.
  • Competitive compensation and comprehensive benefits.
  • Flexible Time Off.
  • Employee-driven programs supporting personal and professional development.
  • Opportunities to work within a diverse, talented, energized, and purpose-driven community.
  • Opportunity to contribute to technology-driven transformation within the healthcare industry.
  • Remote work environment.
  • Exposure to enterprise healthcare organizations, complex data integrations, and strategic customer initiatives.
  • Opportunities for professional growth, knowledge sharing, and leadership development.