Product Implementation & Customer Success Manager
About The Position
The Product Implementation & Customer Success Manager supports customer onboarding, implementation, technical adoption, and ongoing account success for healthcare technology solutions supporting patient services and ePrescribing workflows. The role is a key contact for customers and internal teams, helping understand each client’s technical environment, operational workflows, and service model. It combines customer relationship management, operational awareness, and technical curiosity to support patient access and prescribing workflows. Working with Product, Sales, Operations, Support, and Technical teams, this position helps customers complete implementation, resolve issues, and realize value from technology-enabled services. It supports solutions involving patient services, ePrescribing, electronic prior authorization, and related healthcare technology workflows, while monitoring customer health, implementation progress, support trends, and adoption.
Requirements
- Experience in Technical Account Management, Customer Success, Product Implementation, Healthcare Technology Support, Project Management, or Account Management.
- Experience supporting healthcare technology products, patient services platforms, ePrescribing solutions, or related operational systems.
- Proven track record managing customer onboarding, implementation, adoption, and ongoing account support.
- Experience working across cross-functional teams and multiple stakeholders in complex environments.
- Strong customer relationship and stakeholder management skills.
- Strong technical curiosity and ability to learn how customer systems, workflows, and integrations function.
- Ability to understand and discuss technical concepts without needing to be the system builder or engineer.
- Comfort navigating healthcare technology workflows that may include service requests, transaction-based messaging, third-party connections, and support escalations.
- Strong project management and organizational skills.
- Analytical mindset and ability to identify patterns, assess issues, and translate findings into actionable next steps.
- Excellent written and verbal communication skills.
- Problem-solving mindset focused on practical, customer-centered solutions.
- Ability to manage multiple priorities in a fast-paced and evolving environment.
Nice To Haves
- Bachelor’s degree in Business, Healthcare Administration, Information Systems, Technology, or a related field.
- Experience with patient services, reimbursement support, ePrescribing, prior authorization, specialty workflows, or healthcare interoperability.
- Experience working with implementation, support, or customer success platforms.
- Familiarity with healthcare transaction workflows and structured message-based exchanges used in prescribing and patient access support.
- Epic EHR certification or experience.
Responsibilities
- Lead customer onboarding and implementation for healthcare technology and patient services solutions, ensuring timely and successful deployment.
- Partner with customers to understand business goals, operational processes, patient support models, and technical requirements.
- Develop working knowledge of customer technical infrastructure, including integrations, system setup, workflow dependencies, and customer-specific configurations.
- Support solutions involving patient services, ePrescribing, electronic prior authorization, and related healthcare technology workflows.
- Serve as a primary point of contact during implementation and post-launch support, coordinating customer needs across internal teams.
- Build familiarity with data flows between customer systems, internal platforms, and third-party healthcare technology partners to support troubleshooting and optimization.
- Collaborate with Product, Operations, Support, and Technical teams to resolve issues, manage dependencies, and improve customer outcomes.
- Help determine whether customer issues are operational, technical, workflow-based, integration-related, or driven by external trading partner behavior.
- Monitor customer health, implementation progress, support trends, and adoption patterns to identify risks and opportunities.
- Document customer-specific workflows, technical considerations, business rules, and support needs to improve continuity and internal knowledge sharing.
- Support enhancement discussions by helping customers understand existing capabilities, future roadmap opportunities, and practical approaches to workflow improvement.
- Provide responsive customer partnership in a healthcare environment where accuracy, continuity, and patient/provider experience matter.
Benefits
- Medical, dental, and vision care.
- Support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
- Training programs, professional development resources, and mentorship opportunities.
- Opportunities to participate in employee resource groups and volunteer activities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
