Implementation Project Manager

Position Summary:

The Implementation Planning Specialist is responsible for delivering regulatory compliant, high-quality plans for product installation, configuration, and training for their assigned customer product deployments. Specifically, this role is responsible for working within Cadwell’s Implementation Planning Team to ensure operationally efficient customer ‘go-lives’ in a timely manner. Customer Satisfaction scores, post ‘go-live’ call volumes, and sustainable fiscal metrics are key success indicators in this role.

Key Job Duties and Responsibilities: 

• Work with Cadwell’s Manager, Implementation Planning to develop strategies that constantly improve customer ‘go-live’ experiences, and Implementation Team efficiency.
• Use Implementation Planning Team’s Key Performance Indicators (KPI’s) to constantly reappraise personal performance.
• Work within the Implementation Planning Team to prepare and execute a ‘go-live’ plan for each assigned product deployment. Typical requirements being to:
  • Work hand-in-hand with Sales to ensure appropriate implementation expectations established during the sales process as needed.
  • Document, as needed, all agreed implementation deliverables and timelines in a detailed Scope of Work  to be signed by both parties prior to the point-of-sale and upon successful fulfillment.
  • Coordinate with Customer Implementation Team colleagues to create an Implementation Plan fulfilling all Scope of Work and/or quote requirements for each ‘go-live’.
  • Oversee Implementation Plan execution serving as the interface between Sales, Customer, and Implementation Team colleagues, and other internal groups as needed. 
  • Document and escalate any Implementation Plan execution issues to the Manager, Implementation Planning.
  • Preclude subsequent escalations by recommending appropriate updates to Implementation Team Procedures and Product Installation instructions.

• Assist with the specification of Implementation Planning requirements for product enhancements and new product designs.
• Escalate any issues of concern to Manager, Implementation in a timely manner.
• Participate in all Implementation Planning Team Meetings, collaborating with colleagues to maximize team efficiency.
• Other duties as assigned. 

Qualifications:

Job Knowledge / Requirements: 

• Exemplary listening, communication and collaboration skills, with an established ability to work cross-functionally.
• Excellent problem-solving and decision-making skills, with a focus on customer satisfaction and efficiency.
• Strong leadership and people management skills, with experience leading both onsite and remote implementation teams.
• Expertise in implementation troubleshooting, root-cause identification, corrective and preventive process improvement.
• Ability to travel as needed.

Education / Experience:

• Bachelor’s degree in Engineering, Business, a related technical field or a Project Management Professional (PMP) certification will be considered.
• Approximately 3+ years of experience working with teams in a regulated environment (ISO, FDA, MDR, etc.) is preferred.
• Background in medical devices, healthcare technology, or complex equipment implementations is preferred.
• Previous experience with implementation management applications, CRM systems, and analytics tools is preferred.

Physical Requirements / Working Conditions:

• Requires the following physical activities: reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting and carrying up to 35 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, color vision, and talking
• Extensive use of computer and telephone
• Work assigned shifts to cover department hours of 6:30am-5:00pm; mandatory overtime may be required to meet business needs