Customer Implementation Manager

Daniels Health • Chicago, IL

2d

About The Position

The Customer Implementation Project Manager manages assigned new customer implementations from project handoff through installation, go-live, and transition to ongoing support. The role serves as the primary customer contact and project lead, coordinating leaders and contributors across internal teams and external stakeholders to ensure action items, deadlines, and deliverables are met. The manager develops and maintains project plans, leads implementation meetings, tracks progress and risks, and communicates clearly throughout the implementation lifecycle. The position also manages scope changes, maintains project documentation, and identifies opportunities to improve implementation processes, tools, workflows, and the customer experience.

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, proactively identify risks, and develop mitigation plans to keep projects on track.
• Maintain project documentation, status reports, risk logs, action plans, and launch readiness materials.
• Manage scope changes and ensure implementation requirements are documented and communicated effectively.
• Identify opportunities to improve implementation processes, tools, workflows, and the overall customer experience.
• Schedule and lead internal implementation meetings and drive clear communication throughout the implementation process.

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, with up to 3% employer contribution; five-year vesting schedule and no waiting period on the match.
• Long-term career potential.
• Opportunities to expand skills in leadership, data analysis, and cross-functional collaboration.

What This Job Offers

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