The Implementation Manager (IM) is responsible for executing implementations of Inception's proprietary tech stack: Prelude Connect, Practice Edge and Prelude Cryo as well as any other platforms and features that are launched. The IM serves as the primary resource, supporting a cross functional team to ensure the successful implementation and use of Inception's technology suite.Essential Responsibilities:
- Training and Knowledge Transfer:
- Manage the initial onboarding process for new clients, serving as the primary point of contact and onboarding subject matter expert addressing concerns and issues during implementation
- Create customized training plans for each client based on their specific needs and skill levels
- Provide users with clear proactive technical guidance and expertise across our product and services
- Serve as the primary on-site resource during implementations
- Project Management
- Create and manage project plans, timelines, and deliverables to ensure on-time implementations
- Independently execute implementation project plans for rollouts at practices
- Anticipate project risks and recommend action for mitigation
- Present and communicate project status updates to key stakeholders
- Manage internal and external expectations to ensure that all stakeholders are aligned
- Documentation
- Maintain comprehensive documentation of client implementations, configurations, and best practices
- Develop and maintain comprehensive training documentation, user guides, and video tutorials to supplement training sessions
- Post-Implementation Support
- Provide ongoing support and ensure clients are satisfied with the product's performance and value
- Establish ongoing learning initiatives such as webinars, workshops, or newsletters to keep clients updated on new product features and updates
- Product Support
- Working with key stakeholders during product discovery
- Scoping new features and creating timelines and user stories for timely product delivery and customer engagement
- Working with the customer success team to identify areas of opportunity for training on new features
- Other duties as assigned
Education/Experience:
- Bachelor's degree in a related field required
- 4+ years' experience in healthcare and or health tech industry
Knowledge and Skills Required: To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.
- Excellent communication and interpersonal skills, with the ability to convey or share ideas and information effectively
- Ability to prioritize requests, assess their impact and implement necessary changes
- A user focus with a focus on spearheading change in complex healthcare environments, and awareness of interoperability/healthcare tech trends.
- Comfort jumping into both the big picture strategy as well as on the ground details
- Strong project management skills
- Strong verbal and written communication skills
- Ability to travel to locations across the network to provide onsite support as needed
- Ability to work in an agile scrum environment
Inception offers fantastic benefits:
- Outstanding benefits including health, vision and dental packages, including HSA/FSA, Life and Disability Insurance
- 18 days of accrued PTO in addition to 11 paid holidays
- 401(k) Retirement Plan with company match
- Adoption assistance and fertility benefits
- Employee Assistance Program
- Family member recognition program
- Continuing education/professional development reimbursement and time off
- Family member referral program
- We provide a great, family work environment with internal growth opportunities