Implementation Manager - NYC

Avante•New York, NY

1d•Hybrid

About The Position

Avante is seeking its first dedicated Implementation Manager in New York City to oversee the complete activation of customers on the Avante platform. This is a key role in the company's East Coast expansion, where the individual will not only manage implementations but also help define the company's implementation experience strategy. The role involves working with both direct enterprise clients and channel partners (brokers and their employer clients), managing the technical and operational aspects to ensure customers quickly go live and achieve value. The position is central to Avante's growth on the East Coast and is ideal for someone who thrives in building processes while executing, and who believes in combining AI tools, project management, technical expertise, and customer care for the best customer experience.

Requirements

3–7 years of experience in implementation, onboarding, or technical project management within a SaaS or technology environment.
Proven ability to manage multiple concurrent projects with competing priorities and tight timelines.
Executive presence and comfort leading calls with C-suite stakeholders, translating technical details into business-relevant language.
Technical fluency: understanding of APIs, SSO, SFTP, and data integrations sufficient to collaborate with engineering and triage issues independently.
Data fluency: comfortable reviewing data schemas, understanding data mapping, and ensuring data quality for platform configuration.
Strong project management skills with experience using tools like Linear, Asana, Monday.com, or similar.
Self-starter mentality, energized by ambiguity and building processes.
Empathy, calm under pressure, and a genuine commitment to delivering an exceptional customer experience.
Excitement about using AI to improve productivity and outcomes.

Nice To Haves

Experience in HR tech, health tech, or benefits administration.
Familiarity with healthcare claims data, coding standards (ICD, CPT, HCPCS), or benefits data structures.
Working knowledge of SQL for data validation and troubleshooting.
Experience working with channel partners, brokers, or TPAs.

Responsibilities

Own the end-to-end implementation lifecycle for direct and partner customers, from kickoff through go-live.
Activate customers across various deployment channels, including web apps, Microsoft Teams, Slack, Outlook, and ServiceNow integrations.
Project manage multiple concurrent implementations, ensuring internal and external stakeholders are aligned on timelines, milestones, and dependencies.
Lead customer-facing calls with executive presence, effectively communicating technical complexity to senior stakeholders.
Build strong working relationships with partner teams to ensure smooth coordination and a seamless client experience.
Serve as the first line of technical triage for deployment channels and integrations, escalating and collaborating with engineering to resolve blockers.
Partner with engineering on SSO, API, and SFTP configurations.
Support data schema review for claims and HRIS data to ensure correct structuring for optimal platform performance.
Develop a working knowledge of common integration failure points to accelerate resolution.
Design and document implementation playbooks, templates, and workflows to build a repeatable and scalable implementation function.
Help define the implementation-to-CSM handoff process in collaboration with the CX team.
Establish and track implementation KPIs, including time-to-value, activation rates, customer satisfaction at go-live, and engineering escalation volume.
Leverage AI tools to enhance efficiency in the implementation process while maintaining a high-quality customer experience.