Senior Implementation Manager

Company Overview: 

Designed for beauty, built for growth, PatientNow brings clinical-grade EMR with intuitive charting, smart AI automation, advanced photography, marketing, patient engagement, and seamless practice management into one elegant system. Everything works together naturally, helping clients create a smooth, intentional patient experience from consultation to checkout. Supported by a U.S.-based team that understands the pace and artistry of aesthetics, PatientNow provides the technology and partnership to scale with confidence.

Vision: Empowering practices and businesses to improve health and wellness worldwide by helping their clients look and feel their best.

Mission: PatientNow is elevating businesses focused on beauty, wellness and medical aesthetics with innovative, all-in-one software and consulting service solutions. People who partner with us stand out in the industry with strong market differentiation, while streamlining operations for long term success and sustainable growth.

Values:

• Show up – being present and supportive: for each other through collaboration and respect, for our customers with exceptional service, and for the business with dedication to excellence and growth.
• Own the outcome – By understanding the objective, exceeding expectations with pride, confirming resolution, communicating early and often, and continuously learning and improving
• Be Authentic – By sharing thoughts and opinions, keeping promises, showing your true self, and engaging with respect

Position Summary:

PatientNow is looking for a Senior Implementation Manager to lead our customer onboarding team and ensure high-quality, consistent implementations across our healthcare SaaS platform.

This role owns day-to-day implementation delivery, people leadership, and cross-functional coordination. The Senior Manager acts as a senior escalation point, ensures teams are set up for success, and partners closely with internal stakeholders to drive results.

This role plays a central part in driving and building the best customer onboarding experience in the medical aesthetics industry, combining strong execution today with meaningful improvements to how onboarding is delivered.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Own implementation delivery outcomes across assigned customer segments, ensuring consistent quality, timeliness, and customer satisfaction.
• Lead and develop implementation team leads, and specialists through regular 1:1s, coaching, feedback, and performance management.
• Assign new customers to implementation resources appropriately, ensuring balanced workloads and clear ownership.
• Serve as a senior escalation point for complex or high-risk implementations, driving resolution in partnership with cross-functional teams.
• Partner closely with Sales, Product, Engineering, Support, Payments, and Data teams to align on customer needs, risks, and dependencies.
• Translate business priorities and customer needs into clear direction and execution plans for the implementation team.
• Monitor onboarding KPIs such as time-to-live, onboarding health, customer satisfaction, and escalations, and take action to improve outcomes.
• Drive improvements to onboarding processes, documentation, playbooks, and tooling to support consistency and scale.
• Design onboarding strategies for strategic accounts and enterprise-level customers.
• Ensure onboarding practices align with healthcare industry standards related to data security, privacy, and compliance.
• Contribute onboarding insights and trends to leadership to inform operational and product decisions.
• Actively identify and apply AI and automation opportunities to improve onboarding outcomes, operational efficiency, and team effectiveness.
• Partner with leadership on hiring, training, and capacity planning for the implementation organization.

Competencies: To perform the job successfully, an individual should demonstrate the following.

• Customer Focus - Understands and anticipates customer needs, providing excellent service and building strong relationships with customers. Demonstrates empathy towards customer needs and concerns, with the ability to empathize and provide personalized support throughout their journey.
• Adaptability - Demonstrates persistence and overcomes obstacles. Measures self against standard of excellence. Recognizes and acts on opportunities. Sets and achieves challenging goals. Takes calculated risks to accomplish goals.
• Business Ethics – Inspires the trust of others. Keeps commitments. Treats people with respect. Upholds organizational values. Works with integrity and ethically. 
• Communications - Demonstrates clear and effective communication skills, both verbally and written. Works collaboratively with cross-functional teams, including sales, services, accounting, and payments to ensure seamless customer experience.
• Organizational Skills - Strong organizational skills to manage multiple tasks/customers, prioritize workload, and meet deadlines effectively. Holds keen attention to detail to ensure accuracy in documentation, tracking progress, and delivering high-quality work.
• Problem Solving - Identifies problems, analyzes information, develops solutions, and implements effective courses of action to address customer concerns or issues. Flexibility and adaptability to navigate changing priorities, customer needs, and unexpected challenges that may arise.
• Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.

Education/Experience:

• Bachelor’s degree in business, project management, communications, or a related field.
• 4-6 years of experience in customer service, project management, or similar roles.
• Excellent communication and interpersonal skills.
• 2+ years of people leadership experience.
• Experience in healthcare SaaS or a regulated industry preferred.
• Strong organizational, communication, and leadership skills.
• Experience working cross-functionally in a fast-paced environment.

Why You’ll Thrive Here:

In this role, you’ll get to: 

• Work at the intersection of innovation and impact, helping real-world practices grow and thrive in a rapidly expanding market;
• Collaborate with a talented, curious team that values experimentation, learning, and customer empathy;
• Be empowered to lead with autonomy while supported by strong leadership and product discipline; and
• Help modernize aesthetics software in an industry that’s ripe for transformation through innovative, AI-native technology.

Supervisory Responsibilities:  This position does have supervisory responsibilities.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit at a desk and work on a computer for prolonged periods.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

Note: PatientNow jobs are listed on our careers page patientnow.com/careers and select job boards. We will never ask for payment or sensitive info. Official emails come from @patientnow.com, @recura.ai or [email protected]