Customer Success Implementation Manager Jobs in Houston, TX

The Epic Implementation Manager is responsible for leading the end-to-end implementation, integration, and optimization of electronic medical record (EMR) capabilities across the organization’s platforms and products. This role will serve as the primary owner of the Epic Aura implementation lifecycle, driving planning, cross-functional coordination, execution, training, and post-go-live support.

This individual partners closely with internal stakeholders, technical teams, and external clients to ensure seamless deployment, strong adoption, and long-term success of Epic Aura integrations. The Epic Implementation Manager ensures solutions are delivered efficiently, align with business and clinical workflows, and enable healthcare professionals to effectively utilize the system at scale.

KEY RESPONSIBILITIES

Implementation Leadership & Project Management

• Lead end-to-end Epic Aura implementations, from project initiation through go-live and post-implementation optimization
• Develop and manage detailed project plans, timelines, and deliverables, ensuring alignment with scope and organizational priorities
• Proactively identify risks, dependencies, and blockers, and drive resolution in partnership with internal and external stakeholders
• Establish implementation best practices, playbooks, and scalable processes to support future deployments

Client & Stakeholder Engagement

• Serve as the primary point of contact for clients throughout the implementation lifecycle, ensuring clear communication and alignment
• Act as a liaison between clients, internal teams, and Epic, facilitating issue resolution and managing expectations
• Partner with clinical, operational, and technical stakeholders to ensure workflows are accurately captured and reflected in system design
• Drive strong client relationships to support adoption, satisfaction, and long-term success

System Integration & Configuration

• Collaborate with engineering and integration teams to design, configure, and deploy Epic Aura integrations
• Identify gaps in compendium build, data mapping, or workflows, and partner with technical teams to implement solutions
• Support troubleshooting and resolution of integration issues during implementation and go-live

Training, Adoption & Support

• Oversee development and execution of training programs for clinical, operational, and technical users
• Ensure users are equipped to effectively utilize Epic Aura within their workflows
• Provide post-go-live support and guidance to drive adoption and resolve issues in a timely manner
• Develop documentation, training materials, and knowledge resources to support scalability

Post-Implementation Optimization

• Monitor system performance, user feedback, and operational metrics to identify opportunities for improvement
• Drive continuous optimization of workflows, integrations, and system configurations
• Ensure ongoing compliance with regulatory and data security requirements
• Partner with Product and Engineering teams to prioritize enhancements and future capabilities

QUALIFICATIONS AND EXPERIENCE:

Education:

• High school diploma required. Bachelor's degree in HealthCare Informatics, Sciences, Information Systems, Computer Science or a related field preferred.
• Experience with EMR/EHR systems and clinical laboratory environments strongly preferred
• Knowledge of genetics, genomics, or the genetic testing industry is a plus

Experience:

• 5+ years of experience in healthcare IT, including EMR/EHR integrations, LIS implementations, or technical project management
• Hands-on experience with Epic, including Aura and/or Care Everywhere integrations
• Epic Beaker experience required
• Strong understanding of interoperability standards (HL7, FHIR, APIs) and digital health ecosystems
• Experience working with clinical workflows, laboratory systems, and precision medicine solutions
• Demonstrated knowledge of HIPAA, PHI handling, and healthcare regulatory compliance
• Proven ability to lead cross-functional implementations in a client-facing environment

Skills and Competencies:

• Deep understanding of EMR/EHR systems and healthcare interoperability standards
• Strong cross-functional collaboration skills, with the ability to work effectively with technical teams, clinicians, and executive stakeholders
• Excellent problem-solving and analytical skills, with the ability to troubleshoot complex integration challenges
• Exceptional communication skills, including the ability to translate technical concepts for non-technical audiences
• Highly organized with strong attention to detail and the ability to manage multiple concurrent implementations
• Ability to thrive in a fast-paced, evolving environment with shifting priorities

Physical Demands and Work Environment

• Location: Remote
• Frequently required to sit or stand for extended periods.
• Frequently required to read technical documentation and visually interpret data.

EEO STATEMENT

Baylor Genetics is proud to be an equal opportunity employer committed to fostering an inclusive and diverse workplace. We welcome and encourage applicants from all backgrounds to apply. We do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, pregnancy, childbirth, or any other status protected by applicable federal, state, or local law. If you need an accommodation during the application process, please contact our Human Resources team.

Note to Recruiters:

We value building direct relationships with our candidates and prefer to manage our hiring process internally. While we occasionally partner with select recruitment agencies for specialized roles, we do not accept unsolicited resumes from recruiters or agencies without a written agreement executed by the authorized signatory for Baylor Genetics ("Agreement"). Any resumes submitted to Baylor Genetics in the absence of an Agreement executed by Baylor Genetics' authorized signatory, will be considered the property of Baylor Genetics, and Baylor Genetics will not be obligated to pay any associated recruitment fees.