Implementation Manager

Counterpart Health is transforming healthcare by improving patient care with Counterpart Assistant, an innovative primary care tool. This role involves leading the customer-facing implementation of new provider practices and TINs, ensuring successful launch on Counterpart Assistant.

You will partner closely with account management to hand off new customers, own the customer relationship through implementation, and drive each launch to completion on time and at quality. You will independently lead multiple concurrent implementations and coordinate cross-functional work internally and with providers, office managers, and clinical leads.

Strong project management fundamentals, clear customer communication, working knowledge of clinical data, and technical fluency will ensure complex, multi-stakeholder launches stay on track.

As an Implementation Manager, you will:

• Own the customer relationship through implementation, serving as the primary point of contact from project kickoff to post-go-live steady state.
• Lead end-to-end project plans for multiple concurrent, multi-step implementations, keeping internal and customer teams aligned on scope, timeline, and status.
• Partner cross-functionally with account management, support, product, and engineering to unblock issues, coordinate handoffs, and keep implementations on schedule.
• Own the outcomes of each implementation, surfacing risks early, driving resolution across teams, and holding each launch accountable to its target date and quality bar.
• Apply technical judgment to monitor and address potential integration issues, working alongside product and engineering for successful integration and product launch.
• Drive continuous improvement of the implementation process, defining and refining playbooks, tooling, and templates to reduce time-to-launch and improve customer satisfaction.
• Represent the customer’s voice internally, capturing feedback and pain points to improve future launches.

Success in this Role Looks Like:

• Over the first 90 days, you will shadow active implementations, learn the process, and take ownership of your first launch.
• Within the first 6 months, you will lead multiple concurrent implementations, delivering launches on time with high customer satisfaction.
• You will identify at least one meaningful improvement to the implementation process and drive it to adoption across the team.
• Your performance will be measured by the consistency, speed, and on-target delivery of customer implementations, the strength of customer relationships, and cumulative improvements to the implementation playbook.

You should get in touch if:

• You have 5-8 years of experience leading technical product implementations in a customer-facing role, with a strong track record of on-time, high-quality launches and managing multiple implementations in parallel.
• You have 2+ years of experience in healthcare technology implementations, including EHR standard integrations.
• You possess exceptional customer-facing skills, building trust quickly with providers, office managers, and clinical leads, and managing escalations calmly.
• You are an expert in project management, setting plans, tracking progress, and driving accountability across internal and customer teams.
• You have strong technical judgment and can diagnose potential integration issues and scope creep.
• You are a strong communicator, documenting project status and potential risks internally and externally.
• You are motivated by process improvement, proposing better approaches and driving them to adoption.
• You lead through influence, aligning stakeholders, resolving conflict, and holding teams accountable to outcomes.