Implementation Specialist, Enterprise Accounts

What You'll Do

• Enterprise Rollout Strategy
• Own the end-to-end implementation plan for large, multi-branch home health and hospice accounts, from kickoff through full adoption across every branch
• Design phased go-live sequencing (by region, branch tier, or clinical service line) that fits the customer's operational reality, not a generic template
• Build and manage the master implementation timeline, coordinating dependencies across IT, clinical leadership, and branch-level operations
• Anticipate potential failure points specific to large orgs: competing regional priorities, inconsistent branch-level readiness, leadership turnover mid-rollout and build contingency plans before they become escalations
• Training & Enablement at Scale
• Lead virtual and on-site training for clinicians and office staff across dozens to hundreds of branches
• Design and run train-the-trainer programs that let branch-level champions cascade training locally
• Provide targeted 1:1 and small-group coaching for slower adopter branches
• Executive & Cross-Functional Relationship Management
• Serve as the primary implementation point of contact for customer executive sponsors (VP/Director of Clinical Operations, Regional Directors) throughout the engagement
• Closely partner with Implementation Leadership on account strategy, executive business reviews, and renewal risk tied to adoption
• Track and report implementation health with rigor
• Proactively identify and escalate at-risk implementations before they threaten a renewal or expansion
• Adoption & Change Management
• Build trust with clinicians and branch leadership by deeply understanding their workflow and how it varies branch to branch within the same organization
• Identify systemic adoption barriers (not just individual stragglers) and design interventions that work across a distributed org
• Monitor usage data across the account and drive targeted follow-up with low-engagement branches or regions
• Deliver post-go-live reinforcement training and manage the long tail of adoption in a large account, which rarely ends at go-live
• Clinician & Customer Advocacy
• Share frontline and branch-level insights with Product, Engineering, and CS to influence roadmap and account strategy
• Surface patterns across enterprise accounts, friction that shows up at scale often looks different from friction at a single small agency
• Contribute to case studies and reference-ability efforts for flagship enterprise accounts

Required

• 7+ years in implementation, training, or customer success roles, with direct experience managing complex, multi-stakeholder rollouts
• Enterprise healthcare experience strongly preferred
• Proven track record leading implementations for large, multi-location organizations (not single-site deployments)
• Strong program/project management instincts, being comfortable owning a timeline with dozens of moving parts and no one else tracking it for you
• Executive presence: credible and persuasive with Senior Leadership, not just end users
• Exceptional presentation, facilitation, and written communication skills
• Comfortable learning new technology quickly and translating it for non-technical, clinical audiences
• Empathetic, patient, and energized by helping others learn while also being able to hold a large org accountable to a timeline
• Self-starter who thrives in a fast-paced startup and is comfortable operating with ambiguity in a scaling implementation function
• Willing to travel 20% (U.S.)

Nice to Have

• Experience implementing or training clinicians on EMR/EHR or clinical software at scale
• Home health or hospice experience, especially with multi-branch or multi-state agencies
• Background in change management, instructional design, or adult learning
• Experience with LMS or training platforms, and with implementation/project tracking tools
• Familiarity with home health and hospice-specific workflows and regulatory context (OASIS, PDGM, visit compliance)