Product Implementation Manager

Summary

Join our Product Implementation Team and partner with hospitals to improve patient care by enhancing bed and staffing allocation and streamlining the patient journey. You will work closely with hospital clients, clinical teams, and internal stakeholders to ensure smooth onboarding, configuration, and adoption of our technology. This role involves leading customer implementations, supporting accounts, conducting workflow discovery sessions, configuring the platform, collaborating with project managers, communicating technical requirements, and working with the client services team to improve processes. The position requires up to 50% travel. We are a growth-stage company creating software solutions for hospital and infusion center operations, and we've raised over $300 million in funding.

Requirements

• Bachelor's degree or equivalent years of related experience
• 3+ years of professional work experience working with data and analytics
• 2+ years of professional experience in a client- or customer-facing role such as management consulting or implementation management
• A maniacal obsession with customer happiness, success, and retention. You’re the type of person who will move mountains to solve problems and make people successful
• Experience with general software implementation processes
• Understanding of healthcare IT systems and data
• Strong analytical mindset and attention to detail
• Experience working with cross-functional teams (product, engineering, clinical)
• Excellent communication, facilitation, and stakeholder management skills
• Ability to solve problems creatively
• Strong familiarity with project management tools and best practices
• Willingness to travel to our customers' sites

Responsibilities

• Lead customer implementations of our products (Patient Throughput, Clinical Staffing, or both) from kickoff and discovery through data acquisition, solution design, product configuration, validation, and rollout
• Support accounts by partnering with the Customer Success Manager after a sales close to make sure that the product is designed and configured accurately and optimally
• Conduct workflow discovery and solution design sessions with clinical and operational stakeholders
• Configure the platform and validate data
• Collaborate with Project Manager on status reporting and proactively communicate project timelines, project barriers, client expectations and possible delays
• Communicate technical requirements and ensure that customer IT and process teams clearly understand the data and setup needs for iQueue (as well as the transfer mechanisms) and coordinate required security and other audits
• Work with client services team to continually evaluate and improve client implementation and outcomes processes, including documentation and collateral used
• Travel up to 25-50% of the time

Preferred Qualifications

• A graduate degree from one of the following programs: MS, MHA, MBA
• Experience and passion with process improvement, Lean or Six Sigma training utilizing models like DMAIC, or PDCA

Benefits

• Competitive compensation package that includes base salary, target bonus, and stock options
• 401(k) Match
• Comprehensive healthcare benefits
• Generous Paid Time Off and Parental Leave
• Monthly reimbursement for Skill Building
• Monthly reimbursement for Wellness, Transportation, and/or Home Office
• Education Reimbursement for select courses/programs