Senior Implementation Manager

At AssistIQ we are dedicated to creating a more efficient and transparent healthcare supply chain by empowering providers to generate accurate data and insights on their supply usage. We’re building an AI-driven software solution that provides seamless tracking, real-time visibility and actionable insights to healthcare systems, enabling waste reduction and better revenue capture, leading to better value of care and better outcomes for patients.

In the role of Senior Implementation Manager, you’ll deploy AssistIQ’s software across various surgical suites and procedural areas in hospitals across North America. You will generate learning and leverage best practices, supporting the development of a scalable implementation model that serves our customers. You will also lead the early buildout of our implementation team and be responsible for managing and mentoring implementation team resources.

Your ultimate goal is to make it easy for our customers to adopt and implement our solution.

We’re excited by candidates who enjoy and are capable of working in a fast-paced entrepreneurial environment. To be successful, you will be adept at juggling responsibilities in parallel, including anticipating and identifying operational risks and mitigations, and striking a balance between product and customer priorities while building strong customer relationships. 

We expect you to comfortably move between clinical teams (e.g. nurses, physicians) and administrative stakeholders (e.g. finance, procurement). Teamwork, professionalism, confidentiality, project management, understanding of software products and communication are essential.

Given the dynamic nature of startup life, the role of the Senior Implementation Manager is dynamic with priorities evolving regularly.

Responsibilities:

• Plan and execute product implementation at customer locations from discovery to live deployment, including but not limited to:
• Building and maintaining positive relationships with product end users and communicating effectively with key stakeholders including on-site clinical teams, IT, managers, supply chain/logistics and administration.
• Completing on-site customer discovery meetings and product demos to understand customer needs and opportunities.
• Identifying product gaps, customer, and internal risks to product implementation.
• Partnering with the internal Product team to outline customer needs.
• Completing on-site training for end users and ensuring end user acceptance.
• Communicating project updates with various customer stakeholders throughout the implementation process.
• Ensuring smooth transition to customer success team post go-live.
• Ensuring internal and external visibility into implementation progress and milestones for the customer through reporting and stakeholder meetings.
• Conduct user acceptance testing post go-live with end users and communicate product feedback for improvements.
• Continuously improve implementation processes, including:
• Evolving training materials for superusers and other clinical teams, as required, striving for standardization and scalability.
• Refining implementation playbook and processes, leveraging feedback from customers.
• Be the “boots on the ground” to drive product improvements and expansion opportunities:
• Partner with the Product team to improve product post go-live by gathering and delivering product feedback to the Product team and understanding the strategic impact of any requested / required features looking across the entire AIQ customer base.
• Partner with Sales and Customer Success teams to strategize on future deployment / expansion opportunities.

Requirements

• Led software and/or hardware implementations, ideally in healthcare IT (OR and supply chain a bonus but not a requirement) for multiple end user types with various training requirements and strategies.
• Experience working in a perioperative department or procedural area is an asset but not required. 
• Maturity to lead and grow a team (ideally, has managed a team of at least 2-3) and work across multiple teams within the company and externally.
• Ability to manage key project stakeholder relationships and provide tracking and updates to the steering committee level project sponsors in addition to operational stakeholders.
• Experience providing support post go-live and creating successful transitions to customer success teams. 
• Demonstrated capability for problem-solving, prioritization and project management, with the ability to step into project management roles as needed.
• Excellent interpersonal skills.

• Ability to synthesize information, think quickly and drive change.
• Strong communication (verbal, presentation, written) and time management skills.
• This role is remote with >50% travel required.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Work From Home