Implementation Project Lead

Job DescriptionJob DescriptionSalary: The OpportunityThe Implementation Project Lead serves as the operational lead responsible for coordinating and driving customer implementations from contract signature through successful go-live and post-implementation stabilization.This role sits at the intersection of project management, customer engagement, operational coordination, and technical implementation support. The position is responsible for managing multiple concurrent implementation projects while maintaining accountability to timelines, deliverables, customer communication, and operational execution.Acting as a key bridge between customers and internal teams including Sales, Product, Engineering, and Support, the Implementation Project Lead is responsible for maintaining implementation momentum, proactively identifying risks, coordinating cross-functional deliverables, and ensuring customers remain informed and supported throughout the onboarding process.This role requires strong organizational discipline, exceptional communication skills, emotional intelligence, and the ability to balance empathy with accountability. The individual must also demonstrate sound judgment and the ability to promptly escalate issues, risks, or blockers without hesitation once all appropriate validation steps and internal protocols have been completed, ensuring timely resolution and minimizing operational impact. What You'll DoImplementation Project ManagementLead the full implementation lifecycle from contract signature through go-live and post-implementation stabilization.Develop structured project plans outlining timelines, milestones, owners, deliverables, and dependencies.Manage multiple implementation projects simultaneously while maintaining clear organization and project visibility.Coordinate implementation activities across internal teams including Product, Engineering, Support, and Sales.Monitor project progress and proactively identify risks, delays, operational blockers, or stakeholder gaps.Maintain accountability to implementation timelines and customer commitments.System Configuration and IntegrationCoordinate platform configuration activities based on each customers operational workflows and technical environment.Support workflow configuration, product feature enablement, integration coordination, and implementation readiness activities.Coordinate integration efforts involving pharmacy management systems, EHR platforms, APIs, or operational systems.Troubleshoot basic configuration or integration issues and coordinate with engineering teams regarding technical challenges.Customer Onboarding and Stakeholder ManagementServe as the primary point of contact for customers throughout the implementation process.Conduct project kickoff meetings to establish implementation scope, timelines, stakeholder responsibilities, and customer expectations.Maintain proactive and consistent communication with customers to ensure alignment throughout onboarding.Help de-escalate customer concerns while maintaining professionalism, empathy, and implementation momentum.Hold internal teams and customer stakeholders accountable for project commitments and action items.Implementation Process DevelopmentDocument implementation processes, onboarding workflows, operational playbooks, and customer-facing procedures.Create repeatable templates, checklists, tracking systems, and documentation to support scalable implementations.Identify opportunities for operational improvement based on implementation outcomes and lessons learned.

What You BringRequired Qualifications:36+ years of experience in software implementation, project management, customer onboarding, customer success, or related SaaS implementation roles.Demonstrated experience managing multiple concurrent projects involving multiple stakeholders and cross-functional teams.Excellent verbal and written English communication skills required.Healthcare technology, pharmacy systems, or SaaS experience is considered a plus but not required.Ability to maintain organization, professionalism, and accountability under pressure.Demonstrate ability to identify implementation risks, validate issues thoroughly, and escalate critical matters in a timely manner to support operational continuity and customer success.Technical SkillsBasic technical troubleshooting and operational problem-solving skills.Understanding of SaaS applications, APIs, integrations, and operational workflows.Familiarity with system configurations, onboarding processes, and implementation coordination activities.Ability to communicate effectively with technical and non-technical stakeholders.Compensation & 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