Customer Success Implementation Manager Jobs in Rochester, NY

Job Summary: 

As a PatientPoint Implementation Manager, you will lead the end-to-end installation and product implementation for all new customers, serving as a critical liaison between our Sales, Field Technicians and Clients. You will be responsible for ensuring a seamless and efficient transition from sale to service, delivering a high-quality experience that sets the tone for long-term customer success.  

  What You'll Do:  

• Strategic Program and Construction Oversight: Provide comprehensive planning and strategic direction for program rollouts, including oversight of construction and facility readiness activities. Coordinate with contractors, facilities, Project Management and internal/ external stakeholders to align project milestones, identify key success factors, manage dependencies and proactively mitigate risks to support successful go-lives in healthcare facilities.  

• Primary Point of Contact: Serve as the central liaison for new customer implementations, managing timelines, adherence to standards and owning all communications throughout the installation journey to ensure a seamless experience. 

• Tailored Rollout Recommendations: Deliver customized rollout strategies that align with customer needs, internal resources, and long-term scalability objectives. 

• ERP & Project Coordination: Manage all logistical and operational aspects within the ERP system and project plans to maintain accurate tracking and execution. 

• Team Supervision & Installation Management: Oversee technicians and field teams to ensure high-quality, efficient on-site installations and issue resolution. 

• Technical Subject Matter Expertise: Act as SME for network infrastructure and requirements, ensuring all configurations and specifications are met to support successful deployments. 

• Issue Resolution: Proactively identify and resolve technical and logistical challenges to minimize disruptions and maintain project momentum. 

• Conduct In Field Visits: Perform ad hoc on-site assessments to evaluate infrastructure, gather technical requirements and ensure site readiness for implementation.  

 What We Need: 

• 3+ years of experience leading large-scale system rollouts and cross-functional projects in customer-facing environments. 

• Proven ability to manage end-to-end deployments across multiple sites, ensuring alignment between client requirements, project timelines, and technical execution. 

• Track record of successfully guiding client relationships through all phases of deployment - from pre-installation planning through go-live support. 

• Strong skills in setting expectations and maintaining high levels of customer satisfaction. 

• Hands-on experience in construction management, including coordination with subcontractors, blueprint reviews, site readiness oversight, and collaboration with building stakeholders. 

• Effective at bridging the gap between technical and non-technical stakeholders; experienced with ERP systems and hardware/software network installations. 

• Experienced in conducting field site assessments and managing deployment logistics, including installation readiness and equipment configuration. 

• Willingness and ability to travel to customer sites as needed. 

 Desired Qualifications: 

• Direct experience in healthcare facility rollouts and construction project management 

 What You'll Need to Succeed:  

• Collaborative Mindset: Ability to influence and drive alignment across cross-functional teams by fostering collaboration, providing strategic guidance and ensuring all stakeholders are working toward shared goals.    

• Solutions-Oriented Approach: Approaches challenges with curiosity and a proactive attitude, consistently seeking and proposing thoughtful, effective solutions.  

• Passion for Customer Success: A strong dedication to ensuring that the customer experience is seamless, positive, and impactful.  

• Direct Communication Skills: The confidence and professionalism to have candid solution-focused conversations with internal teams, vendors and customers.