Customer Success Implementation Manager Jobs (NOW HIRING)

About Us

At AssistIQ we are dedicated to creating a more efficient and transparent healthcare supply chain by fixing one of the core problems - providers lack accurate data and insights on their supply and implant usage. Our AI-driven software solution provides highly accurate, seamless capture of supply and implant usage in real-time, and generates actionable insights to healthcare systems, enabling better revenue capture and reduced waste, ultimately leading to better value of care and better outcomes for patients. 

About the Role

In the role of Implementation Manager, you'll deploy AssistIQ's software across various surgical suites and procedural areas in hospitals across North America. You will generate learning and leverage best practices, supporting the development of a scalable implementation model that serves our customers.

Your ultimate goal is to make it easy for our customers to adopt and implement our solution.

We're excited by candidates who enjoy and are capable of working in a fast-paced entrepreneurial environment. To be successful, you will be adept at juggling responsibilities in parallel, including anticipating and identifying operational risks and mitigations, striking a balance between product and customer priorities while building strong customer relationships. 

We would expect you to comfortably move between clinical teams (e.g. nurses, physicians) and administrative stakeholders (e.g. finance, procurement). Teamwork, professionalism, confidentiality, project management, understanding of software products and communication are essential.

Given the nature of startup life, the role of the Implementation Manager is dynamic with priorities evolving regularly.

Responsibilities

• Plan and execute product implementation at customer locations from discovery to live deployment, including but not limited to:
• Building and maintaining positive relationships with product end users and communicating effectively with key stakeholders including on-site clinical teams, IT, managers, supply chain/logistics and administration.
• Completing on-site customer discovery meetings and product demos to understand customer needs and opportunities.
• Identifying product gaps, customer, and internal risks to product implementation.
• Partnering with the internal Product team to outline customer needs.
• Completing on-site training for end users and ensuring end user acceptance.
• Communicating with various customer stakeholders with project updates throughout the implementation process.
• Identifying and escalating potential risks to the implementation scope or timeline in a timely manner. 
• Ensuring smooth transition to customer success team post go-live.
• Ensuring internal and external visibility into implementation progress and milestones for the customer through reporting and stakeholder meetings.
• Conduct user acceptance testing post go-live with end users and communicate product feedback for improvements.
• Continuously improve implementation processes, including:
• Evolving training materials for superusers and other clinical teams, as required, striving for standardization and scalability.
• Refining implementation playbook and processes, leveraging feedback from customers.
• Be the "boots on the ground" to drive product improvements and expansion opportunities:
• Partner with the product team to improve product post go-live by gathering and delivering product feedback to the product team and understanding the strategic impact of any requested / required features.

Requirements

• Led software and/or hardware implementations, ideally in healthcare IT (OR and supply chain a bonus but not a requirement) for multiple end user types with various training requirements and strategies. Experience in Surgical ORs or procedure rooms is an asset but not required. 
• Ability to manage key project stakeholder relationships and provide tracking and updates to the internal team as well as customer operational stakeholders.
• Experience providing support during pre and post go-live and creating successful transitions to customer success teams. 
• Demonstrated capability for problem-solving, prioritization and project management.
• Excellent interpersonal skills.

• Ability to synthesize information, think quickly and drive changes.
• Strong communication (verbal, presentation, written) and time management skills.
• A current driver's license.
• 55%+ travel required

Benefits

• Health insurance
• 3 weeks of vacation
• 10 sick days
• Flexible work hours
• Top of class culture

Our Core Values

• Customer Centricity: We actively learn about our customers' pain points to understand their needs and deliver technology solutions that exceed their expectations. Customer satisfaction is our ultimate measure of success.
• Transparency & Inclusivity: We act with integrity, creating space for new ideas and sharing information about our progress, challenges, and decision-making processes.
• Agility & Flexibility: We iterate with speed, challenging the status quo and seeking continuous improvement to respond to our customer needs and market changes. 
• Accountability and Collaboration: We foster a culture of responsibility and display curiosity, grit and passion to achieve our objectives, individually and as a team. 
• Social Responsibility: We prioritize environmental impact by making responsible choices and developing products that make the healthcare industry more sustainable.