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.