Provide administrative support to sales teams and partners at RELX, managing orders and customer interactions. Analyze demand and inventory to optimize service levels in a fast - paced environment.
About the role
- Implementation Manager leading Customer Success Engineers, ensuring successful healthcare software deployment and supporting customer success objectives. Seeking experienced leader with healthcare technology expertise.
Responsibilities
- Manage, mentor and grow a team of Customer Success Engineers
- Implementation project management - oversee the end-to-end implementation lifecycle for new customers
- Customer engagement - be the escalation point of contact for customers; collaborate with resources to manage the customer to success
- Relationship management - be a partner to the Sales Team to support maximizing their impact on the business for everyone's success
- Lead process improvement initiatives that enhance scalability, efficiency and compliance (FDA, ISO 13485, HIPAA)
- Translate company strategy into clear team goals and measurable outcomes
Requirements
- Bachelor’s degree in a relevant field. Biomedical Engineering, Computer Science, Health Informatics, or a related technical or life sciences field is a plus. Master’s degree is a plus.
- Project Management Professional (PMP) is preferred.
- 7+ years of experience in implementation, technical project management, or customer success in a healthcare technology or SaMD environment.
- 2+ years of experience as a direct people manager (performance management, team member life cycle activities like hiring) having managinged a team of implementation specialists or customer success engineers.
- Experience owning capacity planning and forecasting for staffing expectations.
- Demonstrated success leading end-to-end software deployments in a regulated healthcare or medical device environment (FDA, ISO 13485, HIPAA, GDPR).
- Experience working with Software as a Medical Device (SaMD) or other healthcare SaaS solutions.
- Familiarity with healthcare IT integrations such as EHR, PACS, LIS, or data exchange standards (HL7, FHIR, DICOM).
- Proven ability to coordinate cross-functional teams including Product, Engineering, QA/RA, and Sales.
- Experience scaling implementation processes in a startup or high-growth environment required preferred.
- Demonstrated empathetic leadership - the team needs an empathetic leader who can drive growth and navigate personnel, technology and project management to support the business goals.
Benefits
- Remote and flexible schedule - we are a remote company with hybrid options and support for flexible schedules! That being said, we have an amazing office headquarters in downtown Madison, WI with views of the capitol that you are welcome to work at anytime. In case you didn't know, Madison has consistently been ranked as one of the top places to live in the US (businessinsider.com, money.com, livability.com)!
- Health, dental, and vision insurance with options to choose a plan that fits you and your dependents needs.
- Paid time off options - we want our employees to rest, recharge, and feel better.
- Stock options - we want team members to feel ownership in the organization. When EnsoData does well, you do well.
- Company Bonus Program - if we do well, we want to reward our team members! This position may include participation in the company bonus program.
- 401k to help people invest in the future.
- Team Summits! We look forward to opportunities to gather in person and enjoy a few days together. We participate in team events and gain some great in-person time. (Hint: check out our blog for info from former team gatherings!)
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