Senior Implementation Manager

Summary

Join Abridge as a Senior Implementation Manager and play a critical role in ensuring the successful deployment and implementation of Abridge products and services with our customers. You will be the primary point of contact for valued partners, driving seamless project execution and exceeding user expectations. Lead customer implementations, own project planning and execution, manage project risks, and communicate project progress transparently. Collaborate with internal and external teams, identify areas for process improvement, and create repeatable processes for scalability. This role requires strong communication, organization, and problem-solving skills, along with 5+ years of experience in project management within B2B software deployment. The ideal candidate thrives in a startup environment and is results-driven, seeking continuous improvement. Abridge offers a supportive and inclusive culture with opportunities for professional growth and various benefits.

Requirements

• Have a track record of driving successful healthcare technology implementation projects from initiation to completion
• Excel at communication and can synthesize information in a concise way
• Are extremely organized. You’re able to manage multiple priorities at once, while maintaining attention to detail and quality
• Can work with speed and are results driven. You seek continuous process improvement, driven by efficiency. Your role will involve rapid decision-making, quick execution, and maintaining an unwavering commitment to precision and quality in every aspect of implementation
• Build strong relationships with various stakeholders at our partner sites, to ensure a long lasting partnership
• Use data to tell a story about pilot performance and to inform tactical plans that ensure pilot success
• Have the ability to smell smoke and escalate early, with proposed solutions
• Are creative and scrappy with strong problem solving skills, tactful conflict resolution skills, and a bias to action
• Have 5+ years of experience in project management, with a focus on software deployment and implementation at B2B companies

Responsibilities

• Lead customer implementations and serve as the primary point of contact for Abridge's partners during their initial deployments
• Be the person who instills confidence + trust in our partners and team, drives on-time implementations with high NPS, and ensures our pilots convert to full enterprise partnerships
• Own the creation, coordination, and execution of project plans, in collaboration with internal and external cross-functional teams
• Accountable for leading through each of the project phases, including kickoffs, technical configuration, testing, clinician training, go-live, and post-live stabilization
• Identify and manage project risks and issues, and develop contingency plans as needed
• Set the standard for what incredible communication looks like. Communicate project progress and issues to internal and external stakeholders in a timely and transparent manner
• Push our goals forward, and be the one to drive forward progress with our partners and internally
• Collaborate with support and operational management to identify and implement areas for process and tool improvements in a dynamic and growing environment
• Participate in the creation of repeatable processes that will scale with the growing number of concurrent implementations our team will need to support

Preferred Qualifications

• Experience implementing electronic record systems. (Epic is a definite plus.)
• Familiarity with systems requiring strict adherence to privacy and security protocols
• Knowledge of tiered support organizations and escalation protocols
• Must be willing to travel up to 20%

Benefits

• Generous Time Off : 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees
• Comprehensive Health Plans : Medical, Dental, and Vision plans for all full-time employees. Abridge covers 100% of the premium for you and 75% for dependents. If you choose a HSA-eligible plan, Abridge also makes monthly contributions to your HSA
• Paid Parental Leave : 16 weeks paid parental leave for all full-time employees
• 401k and Matching : Contribution matching to help invest in your future
• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits
• Learning and Development Budget : Yearly contributions for coaching, courses, workshops, conferences, and more
• Sabbatical Leave : 30 days of paid Sabbatical Leave after 5 years of employment
• Compensation and Equity : Competitive compensation and equity grants for full time employees