Implementation Manager
The Implementation Manager will oversee the successful execution of the implementation process for our software solutions. This is a (remote) customer facing role that involves close collaboration with both internal teams and customer stakeholders to ensure smooth project execution, from initial setup to post-launch optimization. The ideal candidate will have experience in implementing SaaS or software/hardware products, a strong understanding of technology, and ideally, experience within the hospital, EMS, healthcare or healthtech industry.
Key Responsibilities:
- Lead the Implementation Process: Own and manage the end-to-end implementation of our solutions, ensuring successful deployment within set timelines and meeting customer expectations.
- Customer Collaboration: Work closely with customers to facilitate the successful implementation through calls, video conferences and documents exchange.
- Cross-Functional Coordination: Collaborate with internal sales, customer success, and technical services teams, as well as customer’s project manager, IT, facilities and stakeholders to facilitate smooth implementations and ensure all project deliverables are met.
- Customer Training & Adoption: Conduct training sessions for customer teams, ensuring they are equipped to effectively use CAREpoint, and offer ongoing support to drive adoption and satisfaction.
- Documentation & Best Practices: Develop and maintain detailed project documentation, track project progress within the CRM and project management tools, update workflows, and standard operating procedures to ensure consistency and efficiency.
- Reporting & Communication: Provide regular project updates to key stakeholders, including progress, risks, and action plans, ensuring transparency and alignment across teams.
Qualifications:
- Associates degree or higher. A relevant field is preferred (e.g., Business, Healthcare Administration, Information Technology).
- 2+ years of experience in implementation, product deployment or project management, preferably in software / SaaS or healthcare technology implementations.
- Knowledge of project management methodologies (Agile, Waterfall, etc.) and tools (e.g., Jira, Trello, Basecamp).
- Excellent customer facing communication and interpersonal skills, with the ability to work effectively with cross-functional teams and diverse customer groups.
- Self-starter with strong problem-solving skills, with the ability to manage complex technical configurations and troubleshoot customer issues.
- Ability to manage multiple projects/implementations simultaneously while maintaining high levels of customer satisfaction.
Additional Information:
- Benefits: Comprehensive benefits package including health insurance, paid time off, 401(k) matching, and more.
- Work Environment: Remote – Collaborative, innovative, and fast-paced team atmosphere.
