Position Summary:
The Senior Implementation Manager plays a crucial part in ensuring our customers have a smooth and successful onboarding experience. They will be responsible for facilitating a seamless transition to the implementation specialist from sales contract signature, and ensuring follow through delivery from their direct reports meets the standard expectation for quality delivery. The Senior Implementation Manager is expected to develop unique solutions for clients and update processes within onboarding to standardize delivery, streamline processes, and ensure customer satisfaction and product usability post-onboarding is considered. The ideal candidate excels at client communication, project management, and cross-functional coordination. They are process-driven, highly organized, and thrive in a fast-paced environment focused on delivering an exceptional customer experience from day one.
Essential Duties and Responsibilities:
To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Assign new sales direct to implementation specialists for smooth delivery.
- Ensure follow-up and responsive outreach to customers throughout.
- Be willing to meet with customers to explain our onboarding process, clarify their scope, timeline, and next steps, ensuring a clear understanding of expectations.
- Maintain clear and timely communication with customers, addressing any concerns or questions and providing necessary resources and support.
- Consistent updates to Salesforce cases on customer outreach, notes from calls, etc.
- Facilitate a seamless transition of customers to their assigned implementation specialist.
- Manage 5-10 employees, conducting recurring 1:1 check-ins, managing their workload and helping improve their skillsets, where needed.
- Work with other Services leaders to implement new processes and workflows to the delivery team.
- Monitor implementation KPIs (such as time-to-live, customer satisfaction, onboarding health score, etc.) and continuously improve processes
- Document implementation processes and contribute to playbooks and internal knowledge base
- Work closely with Sales during pre-sales and transition to align on customer needs and expectations
- Provide feedback to Product, Sales, and Engineering based on onboarding trends and needs
- Train new hires for the Implementation team
- Assist team members with escalated matters and be the first (or second) point of escalation
Competencies: To perform the job successfully, an individual should demonstrate the following.
- Customer Focus - Understands and anticipates customer needs, providing excellent service and building strong relationships with customers. Demonstrates empathy towards customer needs and concerns, with the ability to empathize and provide personalized support throughout their journey.
- Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
- Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically.
- Communications - Demonstrates clear and effective communication skills, both verbally and written. Works collaboratively with cross-functional teams, including sales, services, accounting, and payments to ensure seamless customer experience.
- Organizational Skills - Strong organizational skills to manage multiple tasks/customers, prioritize workload, and meet deadlines effectively. Holds keen attention to detail to ensure accuracy in documentation, tracking progress, and delivering high-quality work.
- Problem Solving - Identifies problems, analyzes information, develops solutions, and implements effective courses of action to address customer concerns or issues. Flexibility and adaptability to navigate changing priorities, customer needs, and unexpected challenges that may arise.
- Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.
Education/Experience:
- Bachelor’s degree in business, project management, communications, or a related field.
- 4-6 years of experience in customer service, project management, or similar roles.
- Excellent communication and interpersonal skills.
- Strong organizational and time-management abilities with a keen attention to detail.
- Ability to work effectively both independently and as part of a team.
- Proficiency in relevant software and tools for onboarding and customer communication.
Why You’ll Thrive Here:
In this role, you’ll get to:
- Work at the intersection of innovation and impact, helping real-world practices grow and thrive in a rapidly expanding market;
- Collaborate with a talented, curious team that values experimentation, learning, and customer empathy;
- Be empowered to lead with autonomy while supported by strong leadership and product discipline; and
- Help modernize aesthetics software in an industry that’s ripe for transformation through innovative, AI-native technology.
Supervisory Responsibilities: This position does have supervisory responsibilities.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer for prolonged periods.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
Note: PatientNow jobs are listed on our careers page patientnow.com/careers and select job boards. We will never ask for payment or sensitive info. Official emails come from @patientnow.com, @recura.ai or [email protected]