Implementation Manager

About the Role

As an Implementation Manager, you will drive the end-to-end delivery of customer implementations of our AI-powered digital pharmacy platform. You'll work cross-functionally with Sales, Engineering, Product, and Business Operations to deliver solutions that are on time, on scope, and genuinely impactful for our health system customers.

This role is for someone who thrives in the controlled chaos of an early-stage company - someone who brings structure to ambiguity, builds trust with customers quickly, and gets things done. You'll be the primary point of contact for your customers, the connective tissue between internal teams, and the person who makes sure nothing falls through the cracks.

What You'll Do

Implementation Execution & Delivery

• Lead customer implementations from kickoff through go-live, owning the plan, the timeline, and the outcome
• Execute against established implementation methodology and playbooks, contributing improvements as you learn what works
• Create and manage project plans, status reports, risk/issue logs, and other implementation collateral with precision and follow-through
• Coordinate internal resources and external partners to ensure smooth, on-time delivery
• Proactively surface risks, issues, and dependencies - escalate when needed, and own the resolution

Customer Relationship Management

• Serve as the primary point of contact for your customers throughout the implementation lifecycle
• Build strong, trust-based relationships with clinical, operational, and IT stakeholders at health system customers
• Deliver clear, consistent implementation updates to internal and external stakeholders on a regular cadence
• Help maximize NPS, customer satisfaction, and revenue recognition through best-in-class delivery

Cross-Functional Collaboration

• Partner with Sales on scoping, deal transitions, and setting accurate customer expectations pre-implementation
• Collaborate with Product and Engineering to surface customer feedback, flag integration challenges, and inform the roadmap
• Contribute to the development of implementation playbooks, templates, and best practices that improve repeatability across the team

What We're Looking for

Required

• 3+ years of customer-facing project or program management experience in enterprise healthcare SaaS or health technology
• Experience at an early-stage, venture-backed healthcare technology company (Seed through Series B) - you know what it means to thrive in a startup environment
• Proven success managing end-to-end implementations of enterprise healthcare software, SaaS, or AI solutions at U.S. health systems
• Experience launching new enterprise healthcare technology products and building the delivery infrastructure around them
• Strong health system domain expertise
• Deep familiarity with healthcare data, integration, and interoperability standards (e.g., FHIR, HL7)
• Highly organized with strong attention to detail, follow-through, and a bias for clarity and execution
• Strong communicator - able to lead meetings, align cross-functional teams, and manage stakeholders independently
• Comfortable operating in ambiguity with a proactive, ownership-oriented mindset
• Proven track record managing multiple concurrent implementations against tight deadlines

Preferred

• Background in healthcare consulting (e.g., Big 4, Oliver Wyman, The Advisory Board, Chartis, ZS Associates) - especially those who have transitioned into healthcare technology
• Epic certifications, implementation and/or integration experience
• Familiarity with Atlassian products - Jira, Confluence, Loom
• Knowledge of Agile software development processes and fundamentals
• Project Management certification (PMP, PgMP, PMI-ACP, or equivalent)