Senior Implementation Manager

PatientNow

3h

About The Position

The Senior Implementation Manager plays a crucial part in ensuring our customers have a smooth and successful onboarding experience. They will be responsible for facilitating a seamless transition to the implementation specialist from sales contract signature, and ensuring follow through delivery from their direct reports meets the standard expectation for quality delivery. The Senior Implementation Manager is expected to develop unique solutions for clients and update processes within onboarding to standardize delivery, streamline processes, and ensure customer satisfaction and product usability post-onboarding is considered. The ideal candidate excels at client communication, project management, and cross-functional coordination. They are process-driven, highly organized, and thrive in a fast-paced environment focused on delivering an exceptional customer experience from day one.

Requirements

• Bachelor’s degree in business, project management, communications, or a related field.
• 4-6 years of experience in customer service, project management, or similar roles.
• Excellent communication and interpersonal skills.
• Strong organizational and time-management abilities with a keen attention to detail.
• Ability to work effectively both independently and as part of a team.
• Proficiency in relevant software and tools for onboarding and customer communication.

Responsibilities

• Assign new sales direct to implementation specialists for smooth delivery.
• Ensure follow-up and responsive outreach to customers throughout.
• Be willing to meet with customers to explain our onboarding process, clarify their scope, timeline, and next steps, ensuring a clear understanding of expectations.
• Maintain clear and timely communication with customers, addressing any concerns or questions and providing necessary resources and support.
• Consistent updates to Salesforce cases on customer outreach, notes from calls, etc.
• Facilitate a seamless transition of customers to their assigned implementation specialist.
• Manage 5-10 employees, conducting recurring 1:1 check-ins, managing their workload and helping improve their skillsets, where needed.
• Work with other Services leaders to implement new processes and workflows to the delivery team.
• Monitor implementation KPIs (such as time-to-live, customer satisfaction, onboarding health score, etc.) and continuously improve processes
• Document implementation processes and contribute to playbooks and internal knowledge base
• Work closely with Sales during pre-sales and transition to align on customer needs and expectations
• Provide feedback to Product, Sales, and Engineering based on onboarding trends and needs
• Train new hires for the Implementation team
• Assist team members with escalated matters and be the first (or second) point of escalation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level