Implementation Manager

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

📋 Description

• Oversee the implementation of assigned customers and health systems from the internal handoff to the launch and transition into ongoing support.

• Develop and sustain implementation plans, project timelines, risk logs, readiness criteria, and launch checklists.

• Generate customer-specific milestone trackers, decision logs, dependency trackers, escalation paths, status updates, meeting agendas, action logs, and readiness reports.

• Organize launch activities across internal teams and customer stakeholders.

• Facilitate implementation meetings, launch standups, and stakeholder updates; record decisions and ensure accountability.

• Recognize risks and obstacles, escalate as necessary, and coordinate mitigation strategies.

• Collaborate with Operations, Clinical Operations, Engineering, Customer Success, Sales, Product, and other departments.

• Manage transitions from Sales to implementation and from implementation to ongoing account ownership.

• Ensure clinical and operational readiness, including staffing, training, credentialing, platform preparation, workflow documentation, communications, and go-live support.

• Monitor integration requirements, data flows, user acceptance testing, platform readiness, and issue resolution.

• Act as the primary day-to-day implementation contact for customer and partner stakeholders.

• Set expectations regarding timelines, responsibilities, decision points, launch requirements, and communication norms.

• Organize partner-facing launch communications and engagement requirements.

• Travel approximately 15% of the time to facilitate the implementation processes.

• Maintain implementation documentation, customer records, project artifacts, and operational playbooks.

• Track implementation progress, adoption signals, engagement metrics, customer health indicators, and launch readiness.

• Maintain dashboards and reports to provide leadership with visibility into onboarding progress, risks, decisions, and trends.

• Assist with workflow automation, CRM maintenance, and implementation tools.

• Gather product, process, and support feedback and share insights with Product, Engineering, Operations, and Customer Success.

• Develop repeatable, scalable implementation processes.

• Define and monitor implementation metrics, including milestone adherence, launch readiness, implementation duration, risk trends, customer feedback, and handoff quality.

⛳️ Requirements

• Minimum of 5 years of experience in supporting healthcare, health system, enterprise, and/or B2B customer implementations, project management, operations, and customer success.

• Experience collaborating with integration engineers and familiarity with athenahealth APIs, Epic FHIR endpoints, CCDs, and HL7 v2 interfaces.

• Working knowledge of interoperability standards such as FHIR, HL7 v2, and CCDs.

• Demonstrated ability to manage multi-stakeholder projects with detailed plans, timelines, dependencies, risks, and deliverables.

• Strong organizational skills, attention to detail, and the ability to manage multiple implementation workstreams.

• Excellent written and verbal communication abilities.

• Experience working collaboratively across operational, clinical, technical, sales, customer success, and product teams.

• Hands-on experience with AI tools such as Claude, Gemini, and Perplexity.

• Ability to thrive in a fast-paced startup environment with ambiguity and changing priorities.

• Familiarity with CRM, project management, documentation, or reporting tools; experience with HubSpot is a plus.

• Sound judgment regarding launch readiness, escalation, customer experience, and operational risk.

• Tool-agnostic mindset with a willingness to adapt to new tools and systems.

• Experience with software, platform integration, user acceptance testing, or technical go-live processes.

• Experience coordinating clinical or operational readiness activities.

• Preferred experience using Google Workspace, Asana, and Jira.

• Experience creating implementation playbooks, customer onboarding workflows, reporting dashboards, or scalable operational processes.

• A bachelor’s degree in a relevant field or equivalent practical experience is preferred.

• Willingness to travel around 15% of the time.

🏝️ Benefits

• Significant ownership through stock options.

• Competitive base salary.

• Comprehensive medical, dental, and vision coverage options, with contributions toward premiums from Rezilient.

• Complimentary access to Rezilient's clinical programs for you and your household members.

• 401(k) retirement plan.

• Flexible Paid Time Off.

• Dedicated Paid Sick Leave.

• 11 paid company holidays each year.

• Paid family leave.

• Optional ancillary benefits, including life insurance, disability coverage, and a Health Savings Account (HSA).