Senior Implementation Manager

Swooped; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity options

Professional growth and development机会

Job summary

Swooped is seeking a Senior Implementation Manager to own customer implementations, drive adoption, and deliver measurable value across healthcare organizations. The role blends hands‑on implementation with senior stakeholder engagement, spanning multi‑practice groups, ACOs, and payer accounts.

You will lead complex software implementations end‑to‑end, coordinate cross‑functional teams, and ensure predictable delivery while focusing on real outcomes and customer success in a remote US

Qualifications

• 6–8+ years in implementation, customer success, professional services, or program delivery.
• Strong record of leading complex software implementations from planning through adoption with measurable outcomes.
• Excellent project‑management skills and close attention to detail.
• Credibility with senior customers and the confidence to lead difficult conversations.
• Ability to coordinate technical and non‑technical teams without direct authority.
• Strong written, verbal, and executive communication skills.
• Commercial awareness, including experience supporting retention, renewals, or expansion.
• Healthcare technology, enterprise SaaS, or regulated‑industry experience is preferred.
• Working knowledge of healthcare data (EHR data, rosters, claims) and standards such as FHIR, HL7, or HIPAA is preferred.

Responsibilities

• Own customer relationships through pilot, launch, and ongoing adoption for complex accounts.
• Partner with sales during pre‑contract to establish scope and support renewals and expansion with demonstrated value.
• Direct multiple software implementations from planning through full rollout with actionable plans and milestones.
• Coordinate cross‑functional activities across customer teams and internal groups.
• Manage delivery schedules, tradeoffs, dependencies, decisions, and risks with mitigation plans.
• Perform hands‑on data collection and onboarding tasks, including roster specs and EHR/data source requirements.
• Define and monitor performance metrics tied to clinical, operational, and financial outcomes.
• Develop repeatable implementation methodologies, playbooks, and tooling; mentor team members.

Skills

Implementation leadership

Project management

Executive communication

Cross-functional collaboration

Healthcare IT familiarity

EHR data knowledge

Job description

The Senior Implementation Manager owns customer implementations to ensure solutions are successfully delivered, adopted, and driving measurable value. This role combines hands‑on implementation and project leadership with customer‑facing engagement across complex healthcare organizations, including multi‑practice groups, accountable care organizations (ACOs), and health plans.

• Location: United States
• Work arrangement: Remote (strong preference for candidates based in North Carolina or New York)
• Employment type: Full time

Key Responsibilities

• Own customer relationships through pilot, launch, and ongoing adoption for complex multi‑practice, ACO, and payer accounts, serving as a trusted advisor to executive, clinical, operational, and technical stakeholders.
• Partner with sales during the pre‑contract phase to establish realistic scope, lead customer reviews and strategic governance conversations, and support retention, renewals, and expansion by demonstrating clear value.
• Direct multiple software implementations from planning and integration through full rollout, translating ambiguous customer needs into actionable plans, milestones, deliverables, and success criteria.
• Coordinate cross‑functional activities across customer teams and internal sales, product, engineering, clinical, and operational groups.
• Manage delivery schedules, tradeoffs, dependencies, decisions, and risks, proactively establishing mitigation plans and resolving issues early.
• Perform hands‑on data collection and technical onboarding tasks as needed, including roster specifications, system access, file transport, and customer‑specific EHR and data source requirements.
• Define and monitor performance metrics linked to clinical, operational, and financial outcomes, resolving gaps between expected and realized value.
• Develop and refine repeatable implementation methodologies, playbooks, and tooling, while supporting the onboarding and mentorship of team members.

Qualifications

• 6–8+ years in implementation, customer success, professional services, or program delivery, ideally in software.
• A strong record of leading complex software implementations from planning through adoption, with measurable customer outcomes.
• Excellent project‑management skills and close attention to detail.
• Credibility with senior customers and the confidence to lead difficult conversations.
• Ability to coordinate technical and non‑technical teams without direct authority.
• Strong written, verbal, and executive communication skills.
• Commercial awareness, including experience supporting retention, renewals, or expansion.
• Healthcare technology, enterprise SaaS, or regulated‑industry experience is preferred.
• Working knowledge of healthcare data (EHR data, rosters, claims) and standards such as FHIR, HL7, or HIPAA is preferred.
• Comfortable working in an early‑stage or rapidly changing environment.
• Owns outcomes end to end and drives them forward independently.
• Collaborates across functions without direct authority and creates documentation that teammates can build upon.
• Communicates credibly with everyone from a clinician inside a practice to an executive inside a parent organization.
• Motivated by compounding results, where the second year of an account is stronger because of how the first year was run.
• Raises the bar for the team through the systems, templates, and habits they leave behind.
• Uses LLMs and AI tools to remove friction and build capacity, improving the team’s systems alongside their own output.

Compensation and Benefits

• Equity options
• Professional growth and development opportunities