Implementation Manager

The Implementation Manager is a client-facing, hands-on professional responsible for delivering successful implementation solutions and establishing long-term client relationships within a SaaS or high-tech environment. Reporting to the Director, SaaS Implementation & Service Delivery, this role requires collaboration with all members of the Medispend team.

The ideal candidate will be intelligent, attentive to detail, flexible, and comfortable working in a fast-moving, entrepreneurial environment.

Key Responsibilities

• Manage client implementations from Project Kickoff through Production deployment
• Develop and maintain project plans, milestones, goals, deliverables, risks, and critical dependencies in collaboration with internal and client stakeholders
• Effectively communicate project updates and expectations to team members and management in a timely and clear manner
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans
• Facilitate client discovery and solution-design sessions, document decisions, and support implementation approaches within Medispend best practices
• Serve as the primary solution lead and subject matter expert (SME), translating client business requirements into supported configuration, workflow, and technical solutions
• Manage and perform hands-on configuration
• Act as a critical liaison between the Medispend development team and clients, ensuring all milestones and technical dependencies are achieved on schedule and surpassing client expectations
• Review updates made by the development team, support quality assurance, and client user acceptance testing
• Oversee client acceptance testing, track issues and testing feedback, and coordinate resolution of critical items in alignment with the approved solution design, project scope, and supported functionality
• Diagnose client issues and escalate to the development team
• Create training materials and documentation of client workflows, and conduct train-the-trainer sessions to support client readiness
• Provide cross-functional support to the Customer Success and Managed Services teams, contributing to customer support delivery, data management and remediation, and report generation based on workload and customer needs
• Contribute to the continuous improvement of the implementation team by identifying opportunities to improve delivery, developing and sharing best practices, and bringing forward practical ideas that strengthen client outcomes

Competencies Required

• 5+ years’ experience in a SaaS or other high-tech environment
• 5+ years’ experience in project management and implementing software solutions
• Familiarity with US and OUS Transparency and Compliance within the Life Sciences Industry
• A Bachelor’s degree in Information Systems, Computer Science, or a related field preferred; PMP certification a plus
• Experience in Confluence, JIRA, Zendesk, and Smartsheet a plus

Knowledge, Skills, and Abilities

• Deep understanding of project management methodology, including project planning and risk management
• Demonstrated ability to build and maintain client relationships
• Strong oral and written communication, facilitation, negotiation, and organizational skills
• Proven track record of successfully managing expectations with clients and stakeholders at all organizational levels
• Ability to manage multiple concurrent projects, shift priorities as required, and remain professional and calm under tight deadlines
• Exceptional ability to participate as an individual contributor and team player with high attention to detail in a dynamic, fast-paced, entrepreneurial environment
• Excellent interpersonal skills with the ability to communicate effectively with all organizational levels, build strong working relationships, and collaborate across internal teams
• Demonstrated proficiency in using both Mac and Windows MS Office Suite platforms including Word, Excel, PowerPoint, and Outlook