Program Manager

Team Mission

The Professional Services team is part of a tightly integrated commercial organization that is responsible for the end-to-end customer experience from initial sale and implementation through ongoing application support, success, and expansion.

We provide a frictionless project experience, which is an essential part of ensuring AcuityMD customers are thoroughly supported throughout their journey with us. We strive to turn our customers into true partners and “raving fans.” We focus on making our customers successful, and they will ensure that we are successful.

Responsibilities

• Oversee Strategic customers throughout their implementation journeys
• Partner with account executives and solution engineering to scope, price, and successfully position/sell services for implementation, integration, and ongoing premium success
• Project manage the implementation programs for our largest customers
  • Lead the setup, configuration, and testing of the AcuityMD platform for new clients to ensure proper functionality
  • Coordinate internal and external resources to manage changes to the project scope and schedule for the flawless execution of projects
  • Provide client support until the implementation has been completed and the customer is transitioned to the Customer Success Team
  • Be a strategic partner to the Account Executive team and Customer Success team removing technical blockers with urgency and jumping into customer conversations when needed
  • Partner with the engineering team to efficiently and effectively activate standard and custom integrations with customer CRM, ERP, and data lake.
• Partner with AEs and CSMs to ensure our customers’ long-term success
• Ensure the effective integration of key data between the AcuityMD platform and key customer systems
• Serve as an escalation point for customer issues and feedback, helping to coordinate resources as needed to drive timely resolution and response
• Be a key player in establishing the Professional Services business as a revenue generator with a clear path to positive margin
• Be a Builder - develop, refine, and continuously improve our enterprise and strategic playbooks and collateral for implementations
• Be a Bar Raiser - set a new standard for what great looks like and help others achieve it; level-up the healthcare, medical billing, and medtech industry knowledge of the team