Senior Implementation Manager

At Radicle Health, we believe that a well implemented customer today will bear a more successful, stable, and happier customer tomorrow.  We are looking for a Senior Implementation Manager who is passionate about setting their customers up for success and invested in becoming the product expert for the company.  The ideal candidate can manage multiple projects simultaneously without sacrificing quality of service or attention to detail. The role will center on becoming a product expert on Radicle Health’s solutions, with a focus on consulting with new customers to ensure their new software solution is configured to meet their needs and that they have the skills necessary to manage it on their own. You will join a team of several talented and dedicated individuals that work hard to meet customer needs and enthusiastically share knowledge across internal teams. The implementation team is responsible for onboarding all new customers and working with existing customers as they work to deepen their system use.   

• 6+ years of experience in Implementation, Professional Services, or Consulting, ideally in enterprise SaaS, including 2+ years of managing complex software implementation projects 

• Proven expertise in project management and the software implementation lifecycle, leveraging experience and best practices to ensure successful project delivery 

• Demonstrated ability to anticipate customer needs, creatively problem solve, and contribute to team efforts and culture in a meaningful way 

• Ability to manage multiple projects and priorities in a fast-paced environment 

• Strong execution mindset with a focus on operational excellence 

• Demonstrated ability to establish high levels of trust and strong engagement with executive stakeholders 

• Social services, EHR software, and HIPAA experience are preferred 

• Own the successful execution of implementation projects for new and existing customers, ensuring a smooth and timely transition from sales to full product implementation. 

• Collaborate with customers to gather requirements and align on the solution design to meet their business objectives.  

• Serve as a product expert to customers and internal teams, providing consultation on best practice recommendations. 

• Configure the solution based on client requirements, ensuring that all necessary features and functionality are set up correctly. 

• Ensure thorough testing of configuration to ensure the system works as expected and resolve any issues that arise. 

• Identify and resolve any technical issues that arise during the implementation process, collaborating with Product and Engineering teams when necessary. 

• Define, maintain, and track project timelines to ensure on-time, in-scope, and under-budget implementations. 

• Maintain clear project documentation and updates to keep all teams aligned with status, progress, and outcomes. 

• Work closely with the Customer Success, Product, and Sales teams to ensure seamless communication and alignment during the implementation process. 

• Regularly evaluate and refine the implementation process to improve efficiency and client outcomes, contributing towards best practice development and implementation across the team. 

• Gather and analyze feedback from clients post-implementation to identify areas for improvement and contribute to ongoing product development. 

• Assist in developing and updating implementation resources, such as checklists, documentation, and training materials to streamline future onboarding efforts. 

• Serve as the primary project escalation point of contact, building trust and establishing rapport with customer stakeholders through proactive risk identification and mitigation and timely issue resolution. 

• Conduct regular check-ins during the implementation phase to gather customer feedback and address any concerns or challenges and achieve a smooth transition to using Radicle Health's solutions effectively.