Manager, Implementation and Support (Manager, Implementation) - REMOTE

Net Health; Pittsburgh (Allegheny County); Remote; USD 70,000 - 110,000; Full time

Job summary

Join a high-growth and innovative SaaS company in healthcare as a Manager of Implementation and Support. This exciting role offers the chance to oversee post-sale technical implementations and lead comprehensive training programs for clients. You will collaborate with cross-functional teams to ensure seamless project execution while nurturing client relationships. With a strong focus on operational efficiency and client satisfaction, you'll play a pivotal role in delivering impactful solutions that enhance patient care. Enjoy a remote work environment with unlimited PTO and a culture that prioritizes employee wellness and career development. This is your opportunity to make a difference while advancing your career in a supportive setting.

Benefits

Unlimited PTO

Comprehensive Benefits Package

Employee Resource Groups

Casual Dress Code

Prioritized Employee Wellness

Diversity and Inclusion

Career Development

Educational Assistance

Employee Referral Bonus

Progressive Parental Leave

Qualifications

• 6+ years managing software implementation projects in healthcare.
• Strong understanding of clinical, financial, and analytics software.

Responsibilities

• Oversee implementation and training projects, ensuring client satisfaction.
• Lead development and execution of training programs for clients.

Skills

Project Management

Client Service

Problem-Solving

Interpersonal Skills

Communication Skills

Education

Bachelor’s degree in health care or related field

Tools

Microsoft Office

Salesforce

Cloud Coach

Tableau

Jira

Job description

Manager, Implementation and Support (Manager, Implementation) - REMOTE

Job Category: BU - 10

Requisition Number: MANAG002611

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• Posted: February 11, 2025
• Full-Time
• Remote

Locations

Showing 1 location

Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.

A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home!

As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives.

World-Class Benefits That Reflect Our World-Class Culture.

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JOB OVERVIEW

The Manager of Implementation and Support is responsible for overseeing the post-sale technical implementation and client support functions post-go live, as well as leading the design, development, and delivery of comprehensive training programs for clients. This role involves managing implementation projects, including client build, testing, and maintenance, while collaborating with clients to understand their business needs and goals. The Manager works closely with cross-functional teams such as sales, product, engineering, project management, and account management to ensure seamless delivery of contracted services.

In addition to managing a team of direct reports, this role includes the development and execution of strategies to meet key business objectives. The Manager will be instrumental in delivering consistent client satisfaction, maintaining operational efficiency, and providing high-level status updates to clients and senior management.

RESPONSIBILITIES AND DUTIES

• Build and maintain strong, long-term relationships with clients by consistently meeting or exceeding their expectations.
• Oversee the planning and execution of implementation and training projects, ensuring adherence to timelines and customer contracts.
• Lead the development, implementation, and execution of product training programs, both in person and remote.
• Evaluate and continuously improve training effectiveness based on client feedback and performance metrics.
• Collaborate with project managers to ensure successful project execution from inception to completion.
• Direct weekly team meetings to review project timelines, scheduled go-lives, and completed configuration and training tasks.
• Mentor and guide Implementation Specialists and Product Support Representatives, providing oversight and expertise to enhance their performance.
• Analyze project status reports, identify potential issues, and implement creative solutions to meet client objectives.
• Report statistical and performance data including analyses of patterns and trends of customer feedback and utilization.
• Serve as the main point of contact for key clients, addressing their concerns and ensuring satisfaction throughout the project lifecycle.

QUALIFICATIONS

• Minimum education – Bachelor’s degree in health care, communication, or similar/related field
• 6+ years of experience in managing large and small software implementation projects, preferably for healthcare providers or health systems
• 3+ years of experience in client service or technical support role
• 1+ years of leadership or team management experience
• Certified in industry-relevant training programs (e.g., Train the Trainer) preferred
• Strong understanding of clinical, financial, and analytics software in healthcare
• Strong problem-solving skills with the ability to assess client needs and deliver tailored onboarding and training programs
• Excellent interpersonal and communication skills, with the ability to engage both technical and non-technical audiences
• Proven experience in team management, including hiring, training, performance evaluation, and conflict resolution
• Ability to thrive in fast-paced, dynamic environments and manage multiple projects simultaneously
• Up-to-date knowledge of industry trends, emerging technologies, and best practices
• Ability to travel up to 25% monthly.
• REQUIRED SOFTWARE EXPERIENCE
• Microsoft Office (Word, Excel, PowerPoint)
• Salesforce, Cloud Coach
• Tableau and Jira preferred
• Proficient with computer networks and software applications in healthcare settings

SUPERVISORY RESPONSIBILITIES

This role includes supervisory responsibilities, such as hiring, training, and evaluating staff. The Manager will provide direction, assign tasks, and ensure the performance and development of the team in line with company policies and objectives.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.