Strategic Engagement Manager

Role and Responsibilities

• Serve as the primary point of accountability for Elation’s largest, most complex enterprise customer engagements — owning the relationship from implementation kick-off through successful adoption and scale.
• Identify opportunities to leverage AI, automation, and product capabilities to reduce implementation friction, improve adoption, and shorten time to value.
• Lead organizational change management initiatives, guiding customers through the cultural, operational, revenue, and clinical shifts required to successfully adopt Elation’s platform.
• Build and maintain executive-level relationships with C-suite and senior leadership teams at customer organizations, acting as a trusted strategic advisor throughout the engagement lifecycle.
• Develop and execute detailed project plans with clearly defined success criteria, milestones, and KPIs that map implementation activities to measurable ROI and clinical outcomes.
• Define, track, and communicate the business value of implementation work, translating operational, financial, and clinical performance metrics into executive-ready insights and progress reports.
• Manage multiple high-complexity customer engagements simultaneously, proactively identifying risks and driving resolution across internal and external stakeholders.
• Collaborate cross-functionally with Sales, Customer Success, Product, Support, Engineering, and Partnerships to ensure a seamless and high-quality customer experience.
• Build repeatable implementation playbooks and best practices that raise the bar for the broader Professional Services team.
• Champion and embed Elation’s values in every customer and internal interaction.
• Help define and evolve Elation’s next-generation Professional Services model, balancing high-touch strategic guidance with scalable, repeatable delivery mechanisms.

Professional Qualifications

• 7+ years of experience in senior implementation, customer success, or strategic consulting roles within healthcare technology — deep familiarity with clinical workflows, revenue cycle management and health IT systems is required.
• Experience building or evolving service delivery models in a high-growth SaaS or healthcare technology environment, including the use of automation, standardization, or AI-enabled workflows to improve scale and customer outcomes.
• Demonstrated success owning