What are the responsibilities and job description for the Sales Implementation Manager position at Performance Health Holdings, Inc.?
Performance Health is seeking a Sales Implementation Manager to join our team. The Sales Implementation Manager is a blend of analyst skills and project management skills. This role is responsible for supporting large, complex customer implementations from pre-sale through post-launch success. The role plays a critical part in managing large RFIs and bids, onboarding significant customer wins, and ensuring an excellent end-to-end customer experience.
This position serves as a primary point of accountability for implementation execution, customer readiness, launch coordination, and ongoing success management, particularly for large strategic accounts supported by National Accounts. A significant portion of the role focuses on score carding, customer success metrics, and quarterly business reviews, providing insights and visibility to sales leadership.
Essential Job Duties & Responsibilities
Project Management & Pre-Sale Support
- Assist in the project management of large RFIs and bids, coordinating inputs across sales and cross-functional partners
- Partner with Sales to translate customer requirements into actionable implementation and onboarding plans
- Ensure feasibility, accuracy, and operational readiness prior to contract close
Customer Onboarding & Implementation & reporting
- Manage the onboarding process for large customer wins, serving as the lead implementation owner
- Lead all pre-launch efforts with Sales and cross-functional partners to ensure a successful go-live and strong customer experience
- Act as the primary customer-facing point of contact throughout onboarding, providing needed reports and acting as a liaison to proper departments if needed.
Launch Readiness & Execution
- Work directly with customers to determine inventory needs by location and partner with Demand Planning and Operations to support an efficient rollout
- Coordinate system and operational setup, including:
- Customer web logins and ordering permissions
- Order rules and controls
- Formulary creation
- Order templates and ordering workflows
- Manage go-live activities, ensuring all operational, system, and customer requirements are met
Post-Go-Live & Customer Success
- Lead the go-live process, including postmortems to capture learnings and improvement opportunities
- Conduct monthly customer touchpoints post-launch to ensure adoption, issue resolution, and customer satisfaction
- Serve as a key driver of ongoing customer success for strategic accounts
- Provide feedback to field reps on customer adoption, red flags, accounts to target
Business Reviews & Performance Analytics
- Lead Quarterly Business Reviews (QBRs) with key accounts in partnership with Sales
- Own and manage customer scorecard activities, including:
- Defining success metrics
- Tracking performance against expectations
- Reporting results on a quarterly basis to Sales leadership
- Analyze customer data and implementation outcomes to identify trends, risks, and opportunities for improvement
- Performs other duties as assigned
Job Qualifications
- Bachelor's degree in business or related field
- 2-4 years of experience in implementation, onboarding, project management, customer success, or business analysis
- Experience managing complex, cross-functional projects in a customer-facing role
- Strong analytical skills with the ability to interpret data and translate insights into action
- Experience supporting sales-driven initiatives, RFIs, and large customer implementations
- Strong project management and organizational skills
- Excellent written and verbal communication skills
- Ability to manage multiple stakeholders and competing priorities
- High level of comfort working directly with customers
- Strong proficiency in Microsoft Office, particularly Excel (pivot tables, VLOOKUPs) and PowerPoint
- Experience with CRM and implementation tools (e.g., Salesforce, project management platforms)
- Self-starter with a proactive, solution-oriented mindset
Benefits
- Our benefits include healthcare; insurance benefits; retirement programs; paid time off plans; family and parenting leaves; wellness programs; discount purchase programs.
- This is a full-time position with a base salary range of $70,000 - $80,000 and the opportunity to earn bonus, plus benefits.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Performance Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, gender identity, sexual orientation, race, color, religion, national origin, disability status, protected Veteran status, age, genetic information, and any other characteristic protected by law.
Performance Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, and any other characteristic protected by law.
Salary : $70,000 - $80,000