Implementation Manager

Responsibilities

• Plan and execute product implementation at customer locations from discovery to live deployment.
• Build and maintain positive relationships with product end users and communicate effectively with key stakeholders including on-site clinical teams, IT, managers, supply chain/logistics and administration.
• Complete on-site customer discovery meetings and product demos to understand customer needs and opportunities.
• Identify product gaps, customer, and internal risks to product implementation.
• Partner with the internal Product team to outline customer needs.
• Complete on-site training for end users and ensure end user acceptance.
• Communicate with various customer stakeholders with project updates throughout the implementation process.
• Identify and escalate potential risks to the implementation scope or timeline in a timely manner.
• Ensure smooth transition to customer success team post go-live.
• Ensure internal and external visibility into implementation progress and milestones for the customer through reporting and stakeholder meetings.
• Conduct user acceptance testing post go-live with end users and communicate product feedback for improvements.
• Continuously improve implementation processes, including:
• Evolving training materials for superusers and other clinical teams, as required, striving for standardization and scalability.
• Refining implementation playbook and processes, leveraging feedback from customers.
• Be the “boots on the ground” to drive product improvements and expansion opportunities:
• Partner with the product team to improve product post go-live by gathering and delivering product feedback to the product team and understanding the strategic impact of any requested / required features.

Requirements

• Led software and/or hardware implementations, ideally in healthcare IT (OR and supply chain a bonus but not a requirement) for multiple end user types with various training requirements and strategies.
• Experience in Surgical ORs or procedure rooms is an asset but not required.
• Experience providing support during pre and post go-live and creating successful transitions to customer success teams.
• Demonstrated capability for problem-solving, prioritization and project management.
• Excellent interpersonal skills.
• Ability to synthesize information, think quickly and drive changes.
• Strong communication (verbal, presentation, written) and time management skills.
• A current driver’s license.
• 55%+ travel required.

Benefits

• Health insurance
• 3 weeks of vacation
• 10 sick days
• Flexible work hours
• Top of class culture

Our Core Values

• Customer Centricity: We actively learn about our customers' pain points to understand their needs and deliver technology solutions that exceed their expectations. Customer satisfaction is our ultimate measure of success.
• Transparency & Inclusivity: We act with integrity, creating space for new ideas and sharing information about our progress, challenges, and decision-making processes.
• Agility & Flexibility: We iterate with speed, challenging the status quo and seeking continuous improvement to respond to our customer needs and market changes.
• Accountability and Collaboration: We foster a culture of responsibility and display curiosity, grit and passion to achieve our objectives, individually and as a team.
• Social Responsibility: We prioritize environmental impact by making responsible choices and developing products that make the healthcare industry more sustainable.