Senior Implementation Manager

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