The Manager of Implementation role is a high impact leadership position where strategy meets execution. This position report to the Director of Customer Onboarding and will be responsible for leading a team of Implementation Managers to drive key results and deliver a world class onboarding experience. The Manager of Implementation, will also help develop team members, nurture strong customer relationships, and grow the business through process development and optimization.

The ideal candidate will combine an exceptional ability to motivate & manage team members; a passion for driving results and revenue; high emotional intelligence; a keen eye for identifying process and workflow opportunities; and a willingness to roll up their sleeves and execute the tactics. Success in this position requires strong customer service and problem-solving skills; attention to detail; being metrics driven; the ability to thrive in a dynamic and fast changing environment; and a passion for helping others achieve results.

Responsibilities

• Recruit and retain exceptional talent
• Continually coach, develop and inspire your direct reports for success and professional development
• Conduct weekly 1:1’s and team meetings
• Monitor and report team efficacy against quarterly performance objectives, including number of providers onboarded, time-to-launch, expansion revenue, and customer satisfaction (CSAT)
• Leverage data to make decisions to improve team performance
• Act as a trusted advisor, subject matter expert and point of escalation for your team
• Identify, collaborate, and execute on opportunities to improve existing procedures and workflows
• Ensure product and process improvements are made based on insights gleaned from front-line interactions with customers

Challenges

• You’ll need to become an expert in PatientPop solutions for practices of various sizes, specialties, and regions, and adapt recommendations quickly to suit varying customer needs.
• You’ve got to be great at working with lots of different teams, keeping lots of moving parts organized and ensuring that progress is being made.
• You will need to figure out how to balance day-to-day support and escalation work with team development and process efficiency efforts.
• You need to be able to speak the appropriate language to non-technical and highly technical individuals. You will be the bridge to translate complex technical speak to less technically savvy individuals.
• You need to adapt well to change and be comfortable with ambiguity. Others will be relying on you to help them constructively navigate our rapid-growth environment.

Required Experience and Skills:

• 2+ years experience in Project Management, Customer Success or Account Management
• 1+ years people management experience
• Demonstrated understanding of value drivers in recurring revenue business model
• Strong critical thinking skills and business acumen -- you are both proactive and pragmatic
• Desire to take initiative and think through solutions for problems you encounter
• Empathy for customers and their experience
• Ability to influence and motivate others, drive change, and lead by example.
• Strong organizational and time management skills.
• Excellent communication skills up and down the chain
• Comfortable presenting to large groups -- able to communicate clearly and powerfully to bring everyone together
• Ability to turn complex sets of data into actionable insights -- you can tell a story with data
• Direct experience with CRM systems (ideally experience with Salesforce and Taskray)

We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.