Program Manager

Responsibilities

• Oversee Strategic customers throughout their implementation journeys
• Partner with account executives and solution engineering to scope, price, and successfully position/sell services for implementation, integration, and ongoing premium success
• Project manage the implementation programs for our largest customers
• Lead the setup, configuration, and testing of the AcuityMD platform for new clients to ensure proper functionality
• Coordinate internal and external resources to manage changes to the project scope and schedule for the flawless execution of projects
• Provide client support until the implementation has been completed and the customer is transitioned to the Customer Success Team
• Be a strategic partner to the Account Executive team and Customer Success team removing technical blockers with urgency and jumping into customer conversations when needed
• Partner with the engineering team to efficiently and effectively activate standard and custom integrations with customer CRM, ERP, and data lake
• Partner with AEs and CSMs to ensure our customers’ long-term success
• Ensure the effective integration of key data between the AcuityMD platform and key customer systems
• Serve as an escalation point for customer issues and feedback, helping to coordinate resources as needed to drive timely resolution and response
• Be a key player in establishing the Professional Services business as a revenue generator with a clear path to positive margin
• Develop, refine, and continuously improve our enterprise and strategic playbooks and collateral for implementations
• Set a new standard for what great looks like and help others achieve it; level-up the healthcare, medical billing, and medtech industry knowledge of the team
• Show genuine interest in learning about our customers’ science, technology, and business imperatives; engage empathetically with internal colleagues to develop and improve processes, culture, and relationships

Requirements

• Bachelor’s Degree required (Preferred focus areas: healthcare administration, science, engineering)
• 10+ years customer-facing experience
• 5+ years leading large scale customer implementation programs in highly complex and technical environments
• Strong leadership skills, with a documented record of leading high performing project teams
• A documented history of building strategic relationships with customer stakeholders at all levels
• Exceptional project management and organizational abilities
• Fluent in technical concepts and have experience working closely with product management, engineering, and technical integration teams
• Aptitude for explaining technical concepts to both technical and non-technical stakeholders
• Excellent relationship-builder who builds credibility with team members at all levels, including executives
• Excellent communication skills, capable of influencing at all organizational levels
• Experience in healthcare and enterprise SaaS are must-haves

Nice to Haves

• Startup experience preferred
• Experience in medtech or biotech are nice to have
• Advanced degree in business or healthcare administration
• Project management certified

Compensation and Benefits

• Base salary range: $190,000-$240,000
• Equity and benefits
• Learning Budget for relevant learning and up-skilling opportunities
• Remote work with work-from-home stipend
• Flexible PTO
• 100% paid health, dental, and vision plans for employees; 75% paid for dependents
• Home Office Stipend: $1,000
• Optional Team Retreats
• 8-16 weeks of fully-paid, flexible parental leave