Senior Implementation Manager
2024-07-03
USA
Memora Health
Memora Health works with leading healthcare organizations to make complex care journeys simple for patients and clinicians so that care is more accessible, actionable, and always-on. Our team is rapidly growing as we expand our programs to reach more health systems and patients, and we are excited to bring on a Senior Implementation Manager.
The Senior Implementation Manager role will have the critical responsibility of guiding our clients through the implementation of our solution from the point of contract signed to go-live and through adoption in a post-go-live period. This role will work closely with our Revenue, Clinical Product Manager, Product, Integrations, Engineering, and Client Success teams. Ideal candidates will be driven by the problem we are solving but also by the innovative approach and technology that we are applying to healthcare - looking to make a significant impact on healthcare delivery. We’re looking for someone with exceptional curiosity and enthusiasm for solving hard problems.
Primary Responsibilities:
Manage customer implementations and clinician onboarding - includes project timeline development and management, scoping, workflow design, technical build and testing, training, and deployment
Prepare for and lead all key client sessions throughout implementation, including kickoff meetings, design and validation sessions, end user testing, and training
Own configuration and testing of Memora’s products and services to meet client requirements pre and post go-live
Develop and deliver client-specific training for end users, including collateral for live training, FAQs, and user guides for reference
Develop strong, lasting customer relationships
Report on customer implementation status, internally and externally, and proactively escalate risks
Conduct post go-live monitoring, support, and issue resolution to achieve program success metrics
Facilitate the seamless transition of account leadership to the assigned Client Success Executive
Contribute to and own process & documentation improvement initiatives
Work with our Product and technical teams to translate customer concerns, issues, and requests into actionable product roadmap items
Provide ongoing support for program updates, incident management, and end user questions for a book of live accounts
Qualifications (Required):
3+ years relevant experience in SaaS implementations, technical services, or customer success
Strong analytical skills to establish metrics for success
Technical and process development aptitude and eagerness to quickly learn internal tools, demonstrating the ability to become a product expert and client advocate
Highly organized - you enjoy checklists, GANTT charts, and planning
Exceptional communicator - you love creating clear and succinct documentation, and speaking with internal and external partners
Experience collaborating with internal partners and leading cross-functional efforts
Ability to intelligently prioritize multiple competing projects and timelines
Ability to occasionally travel to client sites (mainly in US; 20-30% travel)
Bachelor’s degree
Qualifications (Bonus):
Prior experience working at an enterprise Saas or healthcare technology company
Prior experience at a startup company (<200 people)
Prior experience working with APIs
Skillful with key tools such as Google Suite, Salesforce, Smartsheet, Slack, Jira, Figma
This position offers remote flexibility allowing employees to work from home in any of the following states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin.
Priority will be given to applicants in the following cities: Seattle, WA; Bay Area, CA; New York City, NY; and Chicago, IL.
What You Get:
An opportunity to work on a rapidly scaling care delivery platform, engaging thousands of patients and care team members and growing 2-3x annually
Enter a highly collaborative environment and work on the fun challenges of scaling a high-growth startup
Work alongside world-class clinical, operational, and technical teams to build and scale Memora
Shape how leading health systems and plans think about modernizing the care delivery experience for their patients and care teams
Improve the way care is delivered for hundreds of thousands of patients
Gain deep expertise about healthcare transformation and direct customer exposure with the country’s most innovative health systems and plans
Ownership over your success and the ability to significantly impact the growth of our company
Competitive salary and equity compensation with benefits including health, dental, and vision coverage, flexible work hours, paid maternity/paternity leave, bi-annual retreats, PTO, Macbook, and a 401(k) plan
Memora is committed to the principle of pay equity and regularly assesses compensation across our U.S. work locations resulting in a standard pay range, typically updated each year. The applicable base pay will depend on various factors such as complexity and responsibility of role, job duties and responsibilities, and relevant experience and skills. Certain roles have the opportunity to participate in revenue- or utilization-based sales incentives, depending on the terms of the compensation plan and the employee's role. Remote- U.S. Pay Range$130,000—$150,000 USDAbout Memora Health:
Memora Health, the leading intelligent care enablement platform, helps clinicians focus on top-of-license practice while proactively engaging patients along complex care journeys. Memora partners with leading health systems, health plans, and digital health companies to transform the care delivery process for care teams and patients. Our platform digitizes and automates high-touch clinical workflows, supercharging care teams by intelligently triaging patient-reported concerns and data to appropriate care team members and providing patients with proactive, two-way communication and support. Memora Health is headquartered in San Francisco, CA, with clients and team members across the country, and is backed by Andreessen Horowitz, Transformation Capital, General Catalyst, AlleyCorp, Frist Cressey Ventures, Martin Ventures, Kevin Durant and Rich Kleiman’s Thirty Five Ventures, Sachin Jain, and several other strategic healthcare groups.
Applicants must be currently authorized to work in the United States on a full-time basis. Memora Health participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
The Senior Implementation Manager role will have the critical responsibility of guiding our clients through the implementation of our solution from the point of contract signed to go-live and through adoption in a post-go-live period. This role will work closely with our Revenue, Clinical Product Manager, Product, Integrations, Engineering, and Client Success teams. Ideal candidates will be driven by the problem we are solving but also by the innovative approach and technology that we are applying to healthcare - looking to make a significant impact on healthcare delivery. We’re looking for someone with exceptional curiosity and enthusiasm for solving hard problems.
Primary Responsibilities:
Manage customer implementations and clinician onboarding - includes project timeline development and management, scoping, workflow design, technical build and testing, training, and deployment
Prepare for and lead all key client sessions throughout implementation, including kickoff meetings, design and validation sessions, end user testing, and training
Own configuration and testing of Memora’s products and services to meet client requirements pre and post go-live
Develop and deliver client-specific training for end users, including collateral for live training, FAQs, and user guides for reference
Develop strong, lasting customer relationships
Report on customer implementation status, internally and externally, and proactively escalate risks
Conduct post go-live monitoring, support, and issue resolution to achieve program success metrics
Facilitate the seamless transition of account leadership to the assigned Client Success Executive
Contribute to and own process & documentation improvement initiatives
Work with our Product and technical teams to translate customer concerns, issues, and requests into actionable product roadmap items
Provide ongoing support for program updates, incident management, and end user questions for a book of live accounts
Qualifications (Required):
3+ years relevant experience in SaaS implementations, technical services, or customer success
Strong analytical skills to establish metrics for success
Technical and process development aptitude and eagerness to quickly learn internal tools, demonstrating the ability to become a product expert and client advocate
Highly organized - you enjoy checklists, GANTT charts, and planning
Exceptional communicator - you love creating clear and succinct documentation, and speaking with internal and external partners
Experience collaborating with internal partners and leading cross-functional efforts
Ability to intelligently prioritize multiple competing projects and timelines
Ability to occasionally travel to client sites (mainly in US; 20-30% travel)
Bachelor’s degree
Qualifications (Bonus):
Prior experience working at an enterprise Saas or healthcare technology company
Prior experience at a startup company (<200 people)
Prior experience working with APIs
Skillful with key tools such as Google Suite, Salesforce, Smartsheet, Slack, Jira, Figma
This position offers remote flexibility allowing employees to work from home in any of the following states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin.
Priority will be given to applicants in the following cities: Seattle, WA; Bay Area, CA; New York City, NY; and Chicago, IL.
What You Get:
An opportunity to work on a rapidly scaling care delivery platform, engaging thousands of patients and care team members and growing 2-3x annually
Enter a highly collaborative environment and work on the fun challenges of scaling a high-growth startup
Work alongside world-class clinical, operational, and technical teams to build and scale Memora
Shape how leading health systems and plans think about modernizing the care delivery experience for their patients and care teams
Improve the way care is delivered for hundreds of thousands of patients
Gain deep expertise about healthcare transformation and direct customer exposure with the country’s most innovative health systems and plans
Ownership over your success and the ability to significantly impact the growth of our company
Competitive salary and equity compensation with benefits including health, dental, and vision coverage, flexible work hours, paid maternity/paternity leave, bi-annual retreats, PTO, Macbook, and a 401(k) plan
Memora is committed to the principle of pay equity and regularly assesses compensation across our U.S. work locations resulting in a standard pay range, typically updated each year. The applicable base pay will depend on various factors such as complexity and responsibility of role, job duties and responsibilities, and relevant experience and skills. Certain roles have the opportunity to participate in revenue- or utilization-based sales incentives, depending on the terms of the compensation plan and the employee's role. Remote- U.S. Pay Range$130,000—$150,000 USDAbout Memora Health:
Memora Health, the leading intelligent care enablement platform, helps clinicians focus on top-of-license practice while proactively engaging patients along complex care journeys. Memora partners with leading health systems, health plans, and digital health companies to transform the care delivery process for care teams and patients. Our platform digitizes and automates high-touch clinical workflows, supercharging care teams by intelligently triaging patient-reported concerns and data to appropriate care team members and providing patients with proactive, two-way communication and support. Memora Health is headquartered in San Francisco, CA, with clients and team members across the country, and is backed by Andreessen Horowitz, Transformation Capital, General Catalyst, AlleyCorp, Frist Cressey Ventures, Martin Ventures, Kevin Durant and Rich Kleiman’s Thirty Five Ventures, Sachin Jain, and several other strategic healthcare groups.
Applicants must be currently authorized to work in the United States on a full-time basis. Memora Health participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.