PatientNow

Senior Implementation Manager

PatientNow

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Health insurance
  • Paid time off
  • Flexible work hours
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementcustomer serviceonboarding processesimplementation KPIsdocumentationprocess improvementworkflowstraining
Soft Skills
communicationinterpersonal skillsorganizational abilitiestime-managementattention to detailteamworkleadership
Certifications
Bachelor’s degree