Team Lead, Technical Implementations

CipherHealth is an award winning software company committed to enhancing care coordination and outcomes across the continuum. Since 2009, CipherHealth’s automated, scalable platform has empowered healthcare organizations to engage patients and care teams at every touchpoint, streamlining workflows and improving experiences. With tailored communication solutions powered by AI and deep integrations, CipherHealth drives better clinical results, operational efficiency, and financial sustainability, transforming healthcare one interaction at a time.

The Team Lead, Technical Implementations plays a key role in driving the successful delivery of technical implementations by managing the day-to-day tactical execution of the Technical Implementation Specialist (T.I.S.) team. Working closely with the VP, Professional Services, this role ensures projects are executed efficiently, capacity is balanced across the team, and timelines and deliverables are consistently met. The Team Lead serves as the first line of coordination and support for the T.I.S. team, escalating concerns, removing blockers, and ensuring high-quality service delivery.

You will also serve as a focal point of knowledge and credibility about the technical implementation process, how our customers will integrate with our tool and how the tool will be configured for their use. You will leverage the principles of Project Management and our implementation methodology to ensure a successful and positive technical implementation experience for our customers. You will need to be detail-oriented, a strong team player, effective communicator, and have excellent prioritization and time management skills.

• →Serve as the primary partner to the VP, Professional Services in coordinating tactical execution, monitoring project progress, and communicating risks or capacity trends for leadership review.
• →Oversee day-to-day operations for the T.I.S. team, ensuring work is prioritized effectively, utilization is tracked, and deliverables are completed on time.
• →Serve as the first escalation point for technical or delivery challenges, collaborating with Product, Engineering, and Customer Success to resolve blockers and maintain alignment on requirements.
• →Support process excellence by defining and improving implementation workflows, technical standards, and internal/client-facing collateral.
• →Provide ongoing tactical coaching and mentorship to T.I.S. team members, reinforcing best practices in technical troubleshooting and cross-team collaboration.
• →Partner with the Implementation Lead as the primary technical consultant for customers, ensuring data integrations (HL7, flat file, SFTP) are optimized and validated against solution goals.
• →Execute and oversee the technical configuration of products within the CipherHealth Evolve suite to align with specific customer use cases and post-go-live optimization.

• At least 5 years of proven success in a technical implementation or professional services leadership role, ideally within a SaaS or healthcare technology environment.
• Strong understanding of data integration standards, including HL7, SFTP, and APIs. 
• Demonstrated ability to lead multiple concurrent technical projects and manage a high-performing team in a fast-moving environment.
• Excellent analytical and problem-solving abilities, with the skill to communicate complex concepts clearly to both technical and non-technical audiences.
• Exceptional organizational skills with strict attention to detail and quality, as well as the ability to drive decision-making under minimal supervision.
• Strong written and verbal communication skills with the ability to collaborate effectively across all organizational levels.
• Thorough understanding of project and service delivery, including the management of implementation risks, impacts, and acceptance processes.
• Creative thinker with the ability to effectively translate customer needs into technical requirements.

• Healthcare that begins on your first day:
• Generous company-funding of our health, vision, and dental plans
• HSA/FSA plans
• Short and Long-Term Disability
• Life and Personal Accident Insurance
• $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
• Employee Assistance Program (EAP)
• Adoption Assistance
• Retirement: 401(k) at three months of employment — with a match upon enrollment!
• Time away:
• Discretionary PTO + 13 paid holidays
• Parenthood: Competitive paid parental leave and flexible return to work policy
• Recognition:
• Generous Employee Referral Program - earn cash for each employee referral that is hired
• Yearly Cipher-versary stipend
• Ci-Phives - receive public kudos and gift cards from peers and managers
• Culture:
• CARE2 Values
• Monthly All Teams Meetings
• Employee Resource Groups such as Rainbow Room and BIPOC Group
• Internal Webinars and robust onboarding / training programs
• Remote-first team: $50 per month reimbursement in your check for WFH expenses
• You’ll receive a new Macbook laptop, other hardware, and company swag upon hire