Product Implementation Manager

HST Pathways is a profitable, fully remote SaaS company focused on transforming healthcare through innovative software. They are seeking a Product Implementation Manager to ensure the successful implementation and adoption of their Practice Management platform for Ambulatory Surgery Centers, providing expert support and training to clients.

Responsibilities:

• The Product Implementation Manager is responsible for ensuring the successful implementation and adoption of our Practice Management platform and associated product suite for Ambulatory Surgery Centers (ASCs). This role guides clients through the end-to-end implementation process, providing expert support and training to enable efficient use of system features, including inventory management, preference cards, revenue cycle management (RCM), billing, scheduling, reporting, and EHR
• Key responsibilities include configuring system settings, coordinating and conducting both onsite and virtual training sessions, and developing tailored training materials that reflect ASC operations and adult learning principles. The Product Implementation Manager also provides ongoing client support, addresses complex issues with sound judgment, and collaborates with internal teams to ensure a seamless onboarding experience. Success in this role is measured by building strong client partnerships, driving confident adoption of our solutions, and ensuring sustained satisfaction through high CSAT scores and operational excellence
• Deliver onsite, classroom, and remote training on HST Pathways software products, using established tools and methodologies
• Lead training sessions for facility administrators, office managers, clinical staff, and physicians, focusing on daily use, administrative functions, and role-specific responsibilities within each application
• Create and maintain documentation and educational materials in partnership with the Learning and Development Team
• Contribute to curriculum design and training content for product upgrades and new releases
• Stay current with training best practices and adult learning methods to enhance learner engagement and knowledge retention
• Research third-party vendor integrations to provide operational expertise and ensure seamless interaction with HST Pathways applications
• Develop and update operational documentation, internal Knowledge Base content, and application Help Files to support staff and client learning
• Collaborate with internal departments to identify content gaps and implement process improvements in client education and implementation
• Partner with the implementation leadership team to support achievement of organizational OKRs and KPIs
• Troubleshoot and diagnose issues to determine whether they are application-related, escalating to the appropriate vendor when necessary
• Represent HST Pathways’ mission and values in all client and partner interactions, ensuring customer satisfaction throughout the implementation process
• Travel is up to 50% as required to deliver training and client support

Requirements:

• Bachelor's degree preferred
• Proficiency in Microsoft Office and related software tools
• Strong public speaking and presentation abilities
• Excellent communication skills for both internal and external audiences
• Ability to manage multiple tasks and priorities in a fast-paced, dynamic environment
• Experience developing, implementing, and maintaining training curricula for new and existing products
• Hands-on experience with software implementation and end-user training
• Demonstrated success in training and educating peers, physicians, and other healthcare professionals
• Subject Matter Expert (SME) in at least one core product or across the full suite of connected care products
• Background in healthcare, hospitals, or Ambulatory Surgery Centers preferred