Program Manager

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

📋 Description

• Manage strategic customers throughout their implementation journeys.

• Collaborate with account executives and solution engineering to define, price, and effectively promote services for implementation, integration, and ongoing premium success.

• Oversee the implementation programs for our largest clients as a project manager.

• Direct the setup, configuration, and testing of the AcuityMD platform for new clients to ensure optimal functionality.

• Coordinate both internal and external resources to manage alterations to the project scope and schedule, ensuring flawless project execution.

• Provide client support until the implementation is finalized and the customer has transitioned to the Customer Success Team.

• Act as a strategic partner to the Account Executive and Customer Success teams, promptly addressing technical obstacles and participating in customer discussions as necessary.

• Collaborate with the engineering team to efficiently activate standard and custom integrations with customer CRM, ERP, and data lakes.

• Work alongside AEs and CSMs to guarantee our customers’ long-term success.

• Ensure seamless integration of crucial data between the AcuityMD platform and significant customer systems.

• Serve as a point of escalation for customer issues and feedback, coordinating resources as required to ensure timely resolutions and responses.

• Play a vital role in developing the Professional Services business as a revenue generator with a clear trajectory towards positive margins.

• Be a Builder - enhance, refine, and continuously improve our enterprise and strategic playbooks and materials for implementations.

• Be a Bar Raiser - establish a new benchmark for excellence and assist others in reaching it; elevate the healthcare, medical billing, and medtech industry knowledge within the team.

• Be a Curious Learner - demonstrate a genuine interest in understanding our customers’ science, technology, and business goals; engage empathetically with internal colleagues to enhance processes, culture, and relationships.

⛳️ Requirements

• Bachelor’s Degree is mandatory.

• At least 10 years of customer-facing experience.

• Minimum of 5 years leading large-scale customer implementation programs in complex and technical environments.

• Experience in a startup environment is preferred.

• Proven leadership skills, with a track record of managing high-performing project teams.

• A history of establishing strategic relationships with customer stakeholders at all levels.

• Outstanding project management and organizational skills.

• Proficient in technical concepts, with experience collaborating closely with product management, engineering, and technical integration teams; capable of explaining technical concepts to both technical and non-technical stakeholders.

• Excellent at building relationships and establishing credibility with team members at all levels, including executives.

• Strong communication skills, adept at influencing across all organizational levels.

• Previous experience in healthcare and enterprise SaaS is essential.

• Experience in medtech or biotech is a plus.

🏝️ Benefits

• Ground floor opportunity: Join a rapidly growing startup, supported by exceptional investors in Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).

• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.

• Remote work: AcuityMD is dedicated to providing full-remote flexibility for employees in the US. A work-from-home stipend is available for all employees.

• Flexible PTO: Generous time off and flexible hours allow you to perform at your best.

• Paid Health, Dental, and Vision Plans: We provide 100% coverage for health, dental, and vision plans for all employees, with 75% coverage for dependents.

• Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement.

• Optional Team Retreats: We gather in person multiple times a year for co-working and social events.

• Parental Leave: 8-16 weeks of fully paid, flexible parental leave.