Implementation Manager

Job DescriptionJob DescriptionSalary:

The OpportunityWe're looking for an Implementation Manager who thrives at the intersection of technical depth, project ownership, and relationship building. You'll be the person our pharmacy customers trust from day one guiding them through onboarding, holding every stakeholder accountable, and making sure the Medido Health experience exceeds expectations every single time.If you love seeing a chaotic go-live turn into a smooth, celebrated launch and you take pride in the playbooks and systems that make the next one even better this role was made for you.

What You'll DoProject Ownership & DeliveryOwn the full implementation lifecycle from contract signature to go-live and post-launch stabilizationBuild and manage detailed project plans with milestones, owners, and dependencies and hold everyone (including us) accountable to themProactively identify risks before they become fires, and communicate status clearly to all stakeholdersDefine, track, and report on implementation KPIs to measure quality and speed of onboardingTechnical Configuration & IntegrationBecome a product expert across the Medido Health suite (Knostos, AIME, IRIS, KITT) with Level 2 technical depthLead data migration, system configuration, workflow mapping, and integration setup with pharmacy management systems and EHRsServe as a technical escalation bridge between customers and the product/engineering teamTroubleshoot and resolve configuration issues with confidence and speedCustomer Success & Relationship ManagementBuild trusted advisor relationships with pharmacy directors, IT leads, and clinical staffConduct executive-level steering meetings while also getting hands-on during technical workshopsPartner with Sales during pre-sales to scope implementations accurately and set the right expectationsDrive customer adoption, satisfaction, and retention from the very first interactionPlaybook & Process DevelopmentDocument repeatable onboarding playbooks, runbooks, and training materials that scale with the teamTrain internal team members on onboarding processes and best practicesContinuously improve the implementation methodology based on lessons learned

What Success Looks Like First 90 Days First Customer Fully Onboarded Playbook Documented KPIs Defined & Tracked Team Trained on Process Stakeholder Relationships Built Second Launch Already in Motion

What You BringRequired Qualifications:36 years of implementation, customer success, or technical project management experience in Healthcare IT or Pharmacy softwareHands-on experience with EHR, pharmacy management systems (e.g., QS1, PioneerRx, RxDispense), or clinical SaaS platformsProven track record managing enterprise clients through complex, multi-stakeholder software implementationsPMP certification or equivalent project management training / methodology (Agile, PRINCE2)Fully bilingual in English and Spanish written and spoken for client-facing work across US and Puerto Rico marketsExceptional ability to hold stakeholders accountable without damaging relationshipsStrong documentation instincts you write things down, build templates, and make the next person's job easierNice to Have:Experience with NCPDP, Surescripts, HL7, and similar integrationsFamiliarity with SQL or data migration processesBackground in LTC or Specialty pharmacy operationsExperience at a high-growth SaaS startup where you wore multiple hatsCompensation & BenefitsCompetitive base salary commensurate with experiencePerformance bonus tied to implementation quality, customer satisfaction, and milestone deliveryComprehensive health plan (medical, dental, vision)401(k) planRemote-flexible work environment with a high-trust, results-oriented cultureDirect exposure to leadership and real ownership of a function that shapes the company's reputation