Implementation Manager

Rivia Health•Tempe, AZ

12d•$65,000 - $80,000•Hybrid

About The Position

We're looking for an Implementation Manager to own the customer onboarding experience from signed contract through a successful first 30 days on the platform. You'll serve as the primary point of contact for new customers, guiding them through platform configuration, go-live, and early optimization — ensuring they see value fast. You'll also manage inbound patient support tickets through HubSpot, acting as a frontline resource for resolving issues and maintaining a high standard of patient experience. This is a high-impact role at a growing company where your work directly influences customer retention, satisfaction, and revenue outcomes. This is a remote role, however candidates in the Phoenix, AZ area are preferred

Requirements

1–4 years of experience in implementation management, customer onboarding, customer success, or a similar client-facing role — preferably in healthcare technology or SaaS.
Hands-on experience configuring software platforms and using administrative or back-office tools.
Familiarity with HubSpot (or a comparable CRM/ticketing system) for managing CRM and support workflows.
Strong project management skills with the ability to manage multiple customer implementations simultaneously.
Excellent written and verbal communication skills — you can explain technical concepts to non-technical audiences clearly and patiently.
Strong critical thinking and problem solving skills, this role is consultative at times and needs someone who can think creatively about how to solve problems.
A detail-oriented approach to platform configuration with a low tolerance for errors.
Comfort working in a fast-paced, early-stage environment where processes are still being built.

Nice To Haves

Experience in healthcare revenue cycle management, medical billing, or patient financial services.
Familiarity with EMR/practice management system integrations.
Experience working with specialty healthcare practices (dermatology, orthopedics, OBGYN, ophthalmology, etc.).
Knowledge of HIPAA and PCI compliance requirements.

Responsibilities

Lead new customers through the full implementation lifecycle, from kickoff through go-live and the critical first 30 days of platform adoption.
Configure the Rivia Health platform using our administrative tools, including setting up billing workflows, communication cadences, payment plan parameters, and EMR integration settings.
Develop and manage implementation project plans, keeping customers on track with clear timelines and milestones.
Train customer staff (billing teams, office managers, administrators) on how to use the platform and interpret results.
Troubleshoot configuration issues and collaborate with Engineering when technical escalation is needed.
Monitor early performance metrics (collection rates, patient engagement, A/R movement) and make proactive recommendations to optimize outcomes during the first 30 days.
Document implementation processes and contribute to the development of scalable onboarding playbooks.
Manage and resolve patient support tickets through HubSpot, ensuring timely and empathetic responses.
Triage incoming tickets, identify common issues, and escalate appropriately when needed.
Track ticket volume, resolution time, and recurring themes to surface insights that can improve the product or patient experience.
Maintain clear documentation of patient interactions and resolutions within HubSpot.