Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the customer-facing implementation of Counterpart Assistant for new provider practices and TINs, guiding them from late-stage prospect to successful launch.

• Collaborate with account management to transition new customers and maintain the customer relationship throughout the implementation process.

• Independently manage multiple simultaneous implementations and coordinate cross-functional launch activities.

• Act as the primary point of contact for technical implementation, starting from project kickoff to post-go-live steady state.

• Develop comprehensive project plans, ensuring alignment of internal and customer teams on project scope, timelines, and status updates.

• Work closely with account management, support, product, and engineering teams to resolve issues and facilitate smooth transitions.

• Identify risks, drive resolutions, and ensure that launches meet target dates and quality expectations.

• Monitor potential integration challenges in collaboration with product and engineering teams.

• Create and enhance implementation playbooks, tools, and templates.

• Gather customer feedback and identify pain points to inform product, engineering, and support enhancements.

⛳️ Requirements

• 5-8 years of experience in leading technical product implementations in a customer-facing capacity.

• Proven track record of achieving high-quality, on-time launches while managing multiple implementations concurrently.

• At least 2 years of experience in healthcare technology implementations, specifically with provider practices.

• Ideally, experience with EHR standard integrations.

• Excellent customer-facing abilities with providers, office managers, and clinical leaders.

• Proficient project management skills.

• Strong technical judgment with the ability to identify potential integration issues and scope creep.

• Outstanding written and verbal communication capabilities.

• Competence in documenting project status and potential risks for both internal and external stakeholders.

• Experience in process improvement initiatives.

• Capability to lead through influence, align diverse stakeholders, resolve conflicts, and ensure accountability.

🏝️ Benefits

• Competitive base salary.

• Equity opportunities.

• Performance-based bonus program.

• 401k matching.

• Regular compensation reviews.

• Comprehensive medical, dental, and vision coverage.

• No-Meeting Fridays.

• Monthly company holidays.

• Mental health resources.

• Generous flexible time-off policy.

• Remote-first culture.

• Learning programs.

• Mentorship opportunities.

• Funding for professional development.

• Regular performance feedback and reviews.

• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities.

• Reimbursement for office setup expenses.

• Monthly stipend for cell phone and internet costs.

• Collaboration with global teams.

• Paid parental leave for all new parents.