Implementation Manager

Carrum Health•,

12h•Remote

About The Position

At Carrum, we live and breathe the mission of transforming the healthcare system to create an unmatched experience for patients. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Center of Excellence (CoE) category in digital health. We are the only company in this space with a digital platform and mobile app powering this novel marketplace. Today, most of the US population lives within a 3 hours driving distance of a Carrum CoE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $50M in aggregate from investors like Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study [https://www.carrumhealth.com/rand-corp-study-bundled-payments-save/] and featured as a Harvard Business School (HBS) case study [https://www.hbs.edu/faculty/Pages/item.aspx?num=51867]. As we continue our rapid growth, we are looking for a strategic, high-impact Implementation Manager to join our Client Success Operations Team. In this role, you are the architect of the client’s first experience with Carrum. You will manage our most complex, enterprise-level implementations, navigating the intersection of healthcare data, technical integrations, and strategic benefit design. You will serve as the primary functional escalation point and a mentor to the broader team, ensuring that every launch is executed with the surgical precision our mission demands.

Requirements

5+ years of experience in enterprise client implementation, technical project management, or healthcare operations (SaaS experience highly preferred).
Executive Presence: Comfortable discussing data specs with an engineer as well as ROI with a Chief People Officer.
Technical Fluency: Deep understanding of healthcare data flows, eligibility file structures, and the broader benefits ecosystem.
Operational Rigor: Master of project management tools and a "no-fail" mentality regarding deadlines and documentation.
Mentorship Capabilities: Enjoy sharing expertise and ready to support or manage Implementation Associates to elevate the team’s collective output.
Problem-Solving Grit: Don't just flag risks; bring solutions. Thrive in the fast-paced, "build-it-as-we-scale" environment of a high-growth startup.

Responsibilities

Own End-to-End Delivery: Drive the entire implementation lifecycle from contract signature to "Go-Live." Develop bespoke project plans that align client strategic goals with Carrum’s proven methodology.
Drive Strategic Client Leadership: Lead kickoff meetings, steering committees, and working sessions. Bring the executive presence required to lead discussions with HR leaders, top-tier benefit consultants, and technical stakeholders.
Manage a High-Volume Portfolio: Independently manage up to 20 concurrent implementations at various stages, maintaining extreme organizational rigor and project hygiene across every workstream.
Master Complex Data Integration: Guide customers through technical implementation, including eligibility file integrations, SSO, and healthcare data workflows. Be the expert who educates client resources on Carrum’s architecture and best practices.
Orchestrate Cross-Functionally: Act as the primary liaison between Sales, Data Operations, Product, and Client Success. Coordinate internal and third-party activities to ensure technical requirements are met and project risks are mitigated early.
Champion Process Excellence: Utilize Asana and JIRA to track milestones and manage daily tasks, while building the reporting frameworks that communicate program health and "path-to-value" to Carrum’s senior leadership.
Establish Trusted Advisor Status: Leverage an in-depth understanding of industry trends to advise clients on how to best utilize the Carrum platform to drive clinical quality improvement and significant cost savings.