Implementation Manager

Role Overview

• Plan and execute product implementation at customer locations from discovery to live deployment, including but not limited to:
• Building and maintaining positive relationships with product end users and communicating effectively with key stakeholders including on-site clinical teams, IT, managers, supply chain/logistics and administration.
• Completing on-site customer discovery meetings and product demos to understand customer needs and opportunities.
• Identifying product gaps, customer, and internal risks to product implementation.
• Partnering with the internal Product team to outline customer needs.
• Completing on-site training for end users and ensuring end user acceptance.
• Communicating with various customer stakeholders with project updates throughout the implementation process.
• Identifying and escalating potential risks to the implementation scope or timeline in a timely manner.
• Ensuring smooth transition to customer success team post go-live.
• Ensuring internal and external visibility into implementation progress and milestones for the customer through reporting and stakeholder meetings.
• Conduct user acceptance testing post go-live with end users and communicate product feedback for improvements.
• Continuously improve implementation processes, including:
• Evolving training materials for superusers and other clinical teams, as required, striving for standardization and scalability.
• Refining implementation playbook and processes, leveraging feedback from customers.
• Be the “boots on the ground” to drive product improvements and expansion opportunities:
• Partner with the product team to improve product post go-live by gathering and delivering product feedback to the product team and understanding the strategic impact of any requested / required features.

Requirements

• Led software and/or hardware implementations, ideally in healthcare IT (OR and supply chain a bonus but not a requirement) for multiple end user types with various training requirements and strategies. Experience in Surgical ORs or procedure rooms is an asset but not required.
• Ability to manage key project stakeholder relationships and provide tracking and updates to the internal team as well as customer operational stakeholders.
• Experience providing support during pre and post go-live and creating successful transitions to customer success teams.
• Demonstrated capability for problem-solving, prioritization and project management.
• Excellent interpersonal skills.
• Ability to synthesize information, think quickly and drive changes.
• Strong communication (verbal, presentation, written) and time management skills.
• A current driver’s license.
• 55%+ travel required

Benefits

• Health insurance
• 3 weeks of vacation
• 10 sick days
• Flexible work hours
• Top of class culture