Customer Implementation Manager

Daniels Health • Chicago, IL

9d • $75,343 - $90,127

About The Position

The Customer Implementation Manager is responsible for managing assigned new customer implementations from project handoff through installation, go-live, and transition to ongoing support. The role serves as the project lead and primary customer contact, coordinating internal teams and external stakeholders to ensure that action items, deadlines, deliverables, and implementation requirements are completed. It schedules and leads internal implementation meetings and facilitates customer kickoffs, readiness reviews, and post-launch follow-up. The manager develops and maintains project plans and documentation, monitors progress and risks, manages scope changes, and identifies improvements to processes, tools, workflows, and the customer experience.

The position works closely with customer stakeholders and cross-functional teams such as Sales, Account Management, Supply Chain, Installation, Field Services, Operations, Clinical Education, Technology, Training, and Client Success. Daniels Health provides healthcare safety systems and medical waste collection and treatment services intended to reduce needlestick injuries, support infection control, and reduce environmental burden.

Requirements

• Bachelor's degree or an equivalent combination of education and experience.
• Experience managing customer implementations, onboarding programs, client delivery initiatives, operations projects, or related project management activities.
• Experience in healthcare, healthcare services, health technology, clinical operations, medical waste, or another regulated industry.
• Proven success leading complex, cross-functional implementation or deployment projects.
• Strong project management skills, including planning, dependency tracking, risk management, issue resolution, change control, and status reporting.
• Experience using project management platforms, CRM systems such as Salesforce, and collaboration tools.
• Exceptional organizational skills, attention to detail, and follow-through.
• Ability to work independently, prioritize competing demands, and make sound decisions in a dynamic environment.
• Strong communication and stakeholder management skills, including the ability to influence without direct authority.

Responsibilities

• Lead end-to-end customer implementations from project handoff through installation, go-live, and transition to ongoing support.
• Serve as the primary point of contact and project lead for customers throughout the implementation lifecycle.
• Develop and maintain project plans covering scope, milestones, timelines, deliverables, dependencies, and risks.
• Facilitate customer kickoffs, implementation meetings, readiness reviews, and post-launch follow-up activities.
• Coordinate cross-functional teams, including Sales, Account Management, Operations, Supply Chain, Installation, Technology, Clinical Education, Training, and Client Success.
• Drive accountability for project deliverables, action items, and deadlines across internal and external stakeholders.
• Monitor implementation progress, identify risks proactively, and develop mitigation plans.
• Maintain project documentation, status reports, risk logs, action plans, and launch readiness materials.
• Manage scope changes and ensure implementation requirements are documented and communicated.
• Identify opportunities to improve implementation processes, tools, workflows, and the customer experience.

Benefits

• Medical, dental, and vision insurance effective on Day One.
• Paid short-term disability.
• Company-sponsored life insurance.
• Voluntary long-term disability and accident insurance.
• 401(k) matching: 50% employer match on up to 6% contribution, up to a 3% employer contribution, with a five-year vesting schedule and no waiting period on the match.
• Long-term career potential.
• Opportunities for growth and development in leadership, data analysis, and cross-functional collaboration.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level