Oversee daily operations at assigned clients, including running project management (PM) meetings and ensuring alignment across stakeholders.
Set agendas for working groups, facilitate feedback sessions with client teams (e.g., RNs), and serve as the point of contact for Patient Concierge escalations.
Guide clients through the implementation journey, from assessments and future-state design to configuration, training, and go-live support.
Gather client feedback on solutions, identify issues, and collaborate with R&D to resolve problems while ensuring client satisfaction.
Develop and maintain standardized implementation documentation and training materials to improve processes and scalability.
Serve as the primary escalation point and support contact for clients, addressing concerns and providing timely resolutions.
Define and measure value-creation initiatives, validate ROI metrics, and help clients navigate their organizations to achieve and demonstrate measurable outcomes.
Deliver tailored training sessions to prepare client teams for solution adoption and provide ongoing support during and post-go-live.
Partner with R&D, Product, and other internal teams to prioritize client needs and inform future solution enhancements.
Align go-live schedules with organizational readiness, avoiding resource bottlenecks and ensuring seamless rollouts.

5+ years of experience in implementation, client success, or project management, preferably within healthcare or enterprise SaaS environments.
Strong experience managing day-to-day operations for clients, running project management meetings, and setting agendas for cross-functional teams.
Exceptional communication and relationship-building skills, with the ability to engage with stakeholders at all levels.
Demonstrated ability to resolve escalations, manage competing priorities, and deliver polished, professional communications.
Analytical and problem-solving skills, with a track record of identifying issues, gathering feedback, and driving solutions.
Familiarity with healthcare operations and workflows.
A collaborative and detail-oriented mindset, with a focus on delivering results and creating value for clients.

Senior Implementation Success Partner

Key skills