Principal Implementation Consultant

Surescripts • Minneapolis, MN

15d • Hybrid

About The Position

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions — from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers. Job Summary: The Principal Implementation Consultant is a strategic, customer-facing leader responsible for driving solution adoption, maximizing value, and ensuring measurable outcomes during onboarding. This role combines relationship management, program oversight, requirements gathering, and KPI development to deliver a seamless experience from initial engagement through implementation. Serving as the primary liaison for strategic onboarding projects, the Principal Implementation Consultant coordinates cross-functional resources, resolves challenges proactively, and maintains clear communication to meet customer objectives. They champion continuous improvement by capturing insights, refining processes, and creating enablement materials that promote adoption and self-service. By defining and tracking KPIs, this role ensures implementations deliver business value and support growth. Upon completion, the Principal Implementation Consultant facilitates a smooth transition to Account Management, confirming objectives are met and customers are positioned for ongoing success.

Requirements

• Bachelor’s degree or equivalent experience
• 8+ years of progressive experience in account management, sales, customer engineering, solutions engineering, customer success or similar.
• Proven experience in implementation consulting, program management, or technical relationship management in technology or healthcare.
• Strong technical proficiency and problem-solving skills.
• Outstanding communication and relationship-building abilities.
• 5+ years managing complex projects and gathering requirements.
• Demonstrated ability to create and deliver training materials.
• Experience working cross-functionally with Sales, Product, Finance, Sales Ops, and Engineering

Nice To Haves

• Experience in life sciences and/or health plans.
• In-depth knowledge of Surescripts products and services.
• Experience in healthcare, e-health, or related regulated industries.
• Experience in prescription workflows or e-health routing information through physician vendor applications, pharmacy or PBM services
• Demonstrated ability to drive customer adoption, satisfaction, and value realization.

Responsibilities

• Relationship Management & Advocacy Serve as the primary point of contact during onboarding, building strong relationships across business and technical stakeholders.
• Conduct regular check-ins and reviews to reinforce value, track progress, and maintain executive sponsor engagement.
• Advocate for customer needs internally, providing actionable feedback to Product, Engineering, and Leadership teams.
• Program & Project Management Own the full implementation lifecycle from pre-sales handoff through onboarding, testing, validation, and value realization.
• Develop and manage project plans, timelines, and mitigation strategies for adoption challenges, technical issues, or data quality gaps.
• Lead milestone readouts and produce closeout reports highlighting lessons learned, client impact, and playbook updates.
• Requirements Elicitation & Solution Design Engage with customers to understand business objectives, use cases, and technical requirements.
• Translate requirements into actionable solutions, collaborating with Sales, Account Management, Solution Engineering, Product Management, and Business Analysts.
• Document and communicate requirements to ensure alignment and clarity across stakeholders.
• KPI Development & Value Measurement Define, track, and report on KPIs such as adoption rates, time-to-value, CSAT/NPS, and expansion revenue.
• Monitor data outputs against promised value drivers, escalate gaps, and coordinate fixes with internal teams.
• Collaborate with Data & Analytics to develop customer-specific dashboards when necessary.
• Support smooth transitions to Account Management for upsell or expansion opportunities.
• Continuous Improvement & Enablement Develop and deliver training and enablement materials (live sessions, documentation, videos) to drive product adoption and self-service.
• Capture customer insights and relay feedback for ongoing product and process improvement.
• Partner with cross-functional teams to ensure a seamless customer experience throughout onboarding.
• Pilot Lifecycle Ownership Manage the customer pilot lifecycle from AE handoff through implementation, testing, and validation, ensuring pilots deliver promised business value and lead to expansion.
• Serve as the primary customer contact and coordinate project execution with Sales, Solution Engineering, and Product teams.
• Track mitigation plans for adoption challenges or technical issues, monitor pilot data outputs, and escalate gaps as needed.
• Document pilot outcomes and produce closeout reports to support smooth transition for upsell or expansion.

Benefits

• comprehensive healthcare (including infertility coverage)
• generous paid time off including paid childbirth and parental leave and mental health days
• pet insurance
• 401(k) with company match and immediate vesting

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees