What are the responsibilities and job description for the Implementation Manager position at CERTIFY Health?
Job Summary
We are seeking a dynamic and detail-oriented Implementation Manager to lead complex enterprise software deployment initiatives. In this pivotal role, you will oversee the end-to-end delivery of technology solutions, ensuring seamless integration, adherence to project timelines, and alignment with organizational goals. Your expertise in project management methodologies, technical infrastructure, and cross-functional collaboration will drive successful implementations that enhance operational efficiency and client satisfaction. This position offers an exciting opportunity to manage diverse projects within a fast-paced, innovative environment while utilizing cutting-edge tools and frameworks.
Responsibilities
- Lead the planning and implementation of client projects, including defining project scope, goals, and deliverables in collaboration with client stakeholders.
- Own assigned client accounts end to end, from kickoff and go-live through adoption, renewal, and expansion.
- Translate client business requirements into product configuration, workflow design, and EHR/PMS integration specifications.
- Develop detailed project plans, timelines, and resource plans to monitor and track implementation progress.
- Develop account success plans after go-live to track adoption, client goals, and renewal readiness.
- Communicate and collaborate with internal and external stakeholders.
- Ensure internal teams are clear on client requirements, priorities, and commitments.
- Set the correct level of expectations in terms of delivery plan, dates, scope, and product capabilities with the client and development team.
- Manage client interactions and escalations, and consult clients on project delivery, process, technology, and business needs.
- Perform risk management across implementation and the ongoing account to minimize project and churn risk, and escalate issues as necessary.
- Efficiently identify and resolve project and client issues in coordination with Support, Product, and Development teams.
- Focus on resolving blockers to keep go-lives on schedule and clients on track toward adoption.
- Coordinate with the development team on QA, testing, and release priorities for client deliverables.
- Conduct client training during implementation and ongoing retraining as staff turn over, locations go live, or new features are released.
- Conduct project evaluations and regular account reviews to assess results, identify successful outcomes, and find areas for improvement.
- Track and monitor client usage, adoption, and account health across assigned accounts.
- Identify and support renewal, expansion, and upsell opportunities
- Act as the voice of the customer by relaying client feedback, feature requests, and product gaps to the Product and Development teams.
- Create and maintain comprehensive project and account documentation and reports.
- Document and manage requirements, and maintain product guides, training materials, and manuals.
- Ensure compliance with regulatory requirements and healthcare standards, including HIPAA.
- Maintain awareness of industry trends and advancements in healthcare technology, implementation, and customer success.
- Other duties as assigned.
Qualifications
- Proven project management experience in technology environments with a focus on enterprise software implementation.
- Strong technical proficiency with cloud computing platforms such as AWS (Amazon Web Services), databases like SQL and Oracle, and IT infrastructure components.
- Hands-on experience with project management tools including TFS (Team Foundation Server), VersionOne, Jira, Microsoft Project, SharePoint, Visio, and Microsoft Office Suite.
- Deep understanding of project management methodologies including Agile (Scrum/Kanban), Waterfall, PMBOK standards, SAFe (Scaled Agile Framework), and IT governance principles.
- Demonstrated leadership in technical project management roles with excellent organizational skills.
- Excellent communication skills for effective stakeholder engagement across diverse teams and clients.
- Experience managing software development lifecycle processes.
Pay: $90,000.00 - $110,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $90,000 - $110,000