What are the responsibilities and job description for the Customer Implementation & Success Manager position at Rovicare?
Customer Implementation & Success Manager
📍 Location: Tempe, AZ (On-site)
🏢 Company: Rovicare
Company Overview
- Rovicare is a healthcare technology company founded to simplify care transitions in the integrated-care economy by providing innovative solutions for healthcare providers. Our platform helps improve discharge efficiency, patient satisfaction, reduce readmissions, and strengthen partner performance.
- For more information about Rovicare, please visit: www.rovicare.com
Role Overview
We are looking for a Customer Implementation Manager to lead the successful onboarding, implementation, and ongoing engagement of our clients. This role will work closely with customers and internal teams to ensure seamless platform adoption, strong client relationships, and long-term customer success.
Key Responsibilities
Implementation & Onboarding:
- Lead end-to-end onboarding for new clients, from kickoff through go-live.
- Develop and execute customized implementation plans based on customer requirements.
- Coordinate with internal teams including Product, Engineering, and Sales to ensure smooth implementation.
- Conduct training sessions for end-users on platform features, functionality, and best practices.
- Own onboarding timelines and ensure timely go-live for all implementations.
Customer Success & Retention:
- Act as the primary point of contact for customers after implementation.
- Monitor client health, platform usage, and engagement to ensure successful adoption.
- Provide ongoing support including troubleshooting, guidance, and strategic check-ins.
- Identify opportunities for upselling and cross-selling based on client needs.
- Manage renewals and ensure strong customer retention and satisfaction.
- Own key customer success metrics such as adoption, retention, and customer satisfaction (NPS).
- Drive end-to-end customer lifecycle from onboarding to renewal and expansion.
Process Improvement & Feedback:
- Gather and document customer feedback and collaborate with the Product team to influence roadmap improvements.
- Contribute to internal documentation, onboarding materials, and knowledge bases.
- Identify opportunities to enhance implementation workflows and customer success processes.
- Use data and insights to identify risks and improve customer outcomes.
- Proactively manage risks and handle escalations to ensure customer success.
Requirements
- 5–15 years of experience in SaaS implementation, onboarding, customer success, or related roles.
- Experience in selling / upselling / cross-selling SaaS solutions.
- Strong communication and project management skills.
- Experience working with both technical and non-technical customer stakeholders.
- Ability to manage and influence senior stakeholders, including leadership teams.
- Ability to translate customer needs into practical solutions.
- Familiarity with CRM tools such as Salesforce or HubSpot and support platforms like Zendesk or Intercom.
- Strong problem-solving, negotiation, and relationship-building skills.
- Ability to act as a trusted advisor and drive strategic conversations with clients.
Nice to Have
- Experience in SaaS and Healthcare domain.
- Ability to work effectively in a fast-paced startup environment.