Remote Implementation Project Manager

Job Description

Mission

As an Implementation Manager, you will own the customer experience and end-to-end process to onboard, train, and drive adoption of suite of products with top priority and strategic customers. Your mission is to set both customers and your coworkers up for long term success by ensuring the platform is set up accurately, all required data has been transferred to the system, client expectations are set appropriately, all users have been trained, and any issues or blockers have been appropriately escalated and resolved.

About the Role:

As a member of the Implementation team, you will be responsible for owning and driving the Implementation phase of the customer journey, setting a strong foundation for long term success. You will manage several projects in parallel, including top priority enterprise accounts and spanning complete suite of services and products. You will serve as the main point of contact for your customers, project manage the end-to-end implementation process and partner with GTM, EPD, and Operations teams.

You will work with customers directly to set them up for success and advocate for their needs internally. You will also build the systems and tools to make these processes more efficient as the business grows.

Core Responsibilities:

Project Management & Issue Resolution

Build project plans with clear milestones, due dates and hold customers as well as internal partners accountable to achieving those objectives

Proactively project manage the implementation process end-to-end to achieve target timelines and goals

Partner with the appropriate internal and external teams to align on key milestones and workflows

Identify any blockers that could delay an implementation; partner with the appropriate internal and external teams to resolve

Collaborate with internal stakeholders to define project scope, goals, and deliverables, and manage expectations throughout the customer journey

Data Exchange & System Setup

Support our largest customers as they familiarize themselves with our data model and import requirements

Act as a customer point of contact for our technical implementation team members

Customer Experience

Ensure your customers are set up to achieve their first value.

Be a champion of our customers; identify opportunity areas and create tight feedback loops between our customers and internal teams

Process improvement & Collaboration

Proactively identify gaps in current implementation process

Drive development of processes and resources as needed to support implementation team's goals of scalability while maintaining strong customer NPS

Foster a culture of collaboration, accountability, and excellence within the overall project team, promoting a positive work environment and driving team cohesion

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

5+ years of experience in implementation and/or project management, specifically leading complex SaaS implementations

Prior experience at a B2B SaaS startup, ideally in health tech, digital health, or healthcare operations

Proven experience managing enterprise-level projects in a complex organizational environment, with a track record of successful project delivery

Proven track record of leading end-to-end client implementations

Exceptional client-facing communication: executive presence, ability to lead stakeholder calls

Experience with SaaS configuration (integrations, APIs, workflows, permissions, reporting)

Proficiency with project management tools like Jira and Asana

Strong problem-solving and decision-making abilities, with a focus on driving results and achieving project objectives

Excellent leadership, communication, and interpersonal skills, with the ability to build and maintain effective relationships with stakeholders at all levels. Saas Startup Experience

Healthtech Implementation experience