Fold Health

Implementation Specialist

• Own Customer Implementations
• Manage full lifecycle from kickoff through go-live and stabilization
• Lead Sales to Implementation handoffs, ensuring complete, efficient knowledge and relationship transfers
• Primary customer contact during implementation; own timelines, milestones, deliverables
• Coordinate go-live planning, war rooms, and post go-live support
• Ensure operational, clinical, and technical readiness: workflows, staffing, training, EHR integrations
• Oversee data onboarding (claims, ADT, roster, EHR data); validate data quality before and during go-live
• Identify risks early, escalate with solutions, drive resolution across internal and customer teams
• Maintain leadership-facing status updates and dashboards
• Coordinate with Sales, Product, Engineering, Analytics, Integrations, and QA on customer requirements
• Translate customer needs into internal workstreams; track cross-team dependencies
• Work with offshore R&D team (Pune, India) on integration specs and issue resolution
• Partner with Customer Success on handoffs, adoption milestones, and customer health
• Drive change management at customer sites: stakeholder alignment, resistance mitigation, executive sponsor engagement
• Deliver training for care managers, quality teams, and clinical staff
• Create workflow documentation, user guides, quick reference materials
• Identify and train customer super-users for post-go-live support
• Monitor adoption metrics and address barriers proactively
• Contribute to playbooks, templates, knowledge hubs, and checklists from hands-on experience
• Surface product gaps, workflow friction, and voice of the market feedback to Product and Engineering
• Help refine timelines, resource estimates, and scope definitions for future deals

Implementation Manager