Enterprise Implementation Manager
Accountabilities: Own a portfolio of enterprise accounts as the primary point of contact and accountability throughout implementation and the ongoing customer relationship.
Lead customer onboarding, implementation, and technical delivery workstreams from kickoff through validation and go-live, ensuring commitments remain on schedule and within scope.
Project-manage new data connector builds, platform configuration, data orchestration, and related integration activities.
Lead recurring client meetings, status updates, Quarterly Business Reviews, Executive Business Reviews, and steering committees, communicating progress, risks, decisions, and next steps clearly.
Build and maintain trusted relationships with executive, operational, clinical, and technical stakeholders while developing a strong understanding of each customer's business priorities.
Monitor account health using customer usage, engagement, feedback, and other relevant signals, maintaining accurate health scores and proactively addressing risks to retention.
Identify, escalate, and resolve delivery and account risks using established processes and playbooks before they threaten customer outcomes or momentum.
Coordinate dependencies across internal teams, third parties, engineering, data teams, and customer stakeholders to maintain alignment and efficient execution.
Partner with growth and retention teams on renewal and expansion activities by providing account context, delivery insight, and relationship continuity while commercial ownership remains with the appropriate team.
Connect implementation activities to broader adoption, value realization, ROI, and customer success objectives.
Identify opportunities to improve workflows, processes, documentation, and delivery consistency, sharing lessons learned and best practices across the team.
Contribute to customer feedback initiatives, including CSAT and NPS programs, and use customer insights to improve engagement and outcomes.
Support coaching and informal mentoring of less experienced team members through knowledge sharing and practical guidance.
Thoughtfully use AI and emerging technologies to improve account analysis, documentation, QBR preparation, efficiency, and decision-making while maintaining appropriate standards for privacy, security, and quality.
Requirements:
Bachelor's degree in a relevant field.
At least 3 years of experience leading account implementation and customer success processes within software or technology environments, ideally in healthcare.
Experience with healthcare data integration, particularly claims and clinical data, is highly valuable.
Strong knowledge of project management and customer success principles, methodologies, tools, and risk-management practices.
Extensive healthcare industry experience, including population health and value-based care, with the ability to understand customer strategies, industry trends, and technology solutions.
Demonstrated ability to manage an ongoing portfolio of client relationships rather than focusing solely on individual projects.
Proven ability to identify and mitigate project- and account-level risks while maintaining momentum and customer confidence.
Excellent presentation and communication skills, with the ability to create client-ready materials and lead discussions with executive, operational, clinical, and technical audiences.
Strong proficiency with tools such as PowerPoint, Excel, and Word.
Experience with customer success platforms such as Planhat and account health-scoring methodologies is preferred.
Experience partnering with growth, renewal, or account management teams on commercial conversations without directly owning the commercial process is a plus.
Strong problem-solving, interpersonal, organizational, and project coordination skills.
Ability to work collaboratively across distributed and remote teams.
Team-oriented mindset with experience coaching or informally mentoring colleagues.
Willingness and ability to travel to client sites, executive meetings, and industry conferences, typically on a quarterly basis with potential increases based on business needs.
Benefits:
Salary: $100,000–$156,000 per year.
Competitive compensation and comprehensive benefits.
Flexible Time Off.
Employee-driven programs supporting personal and professional development.
Opportunities to work within a diverse, talented, energized, and purpose-driven community.
Opportunity to contribute to technology-driven transformation within the healthcare industry.
Remote work environment.
Exposure to enterprise healthcare organizations, complex data integrations, and strategic customer initiatives.
Opportunities for professional growth, knowledge sharing, and leadership development.
How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?
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