Account Implementation Manager

Account Implementation Manager (Dermatology)

Overview: The Account Implementation Manager is responsible for leading EZDERM's Training & Implementation team, ensuring our clients receive a smooth, efficient, and consistent onboarding experience. This role oversees Training Specialists who provide online and onsite training, workflow consultation, and technical support for physicians, nurses, billers, and other staff. The Manager ensures all client implementations are tailored to practice size, structure, and needs, while maintaining high standards of efficiency and customer satisfaction.

This position requires strong leadership, project management skills, and a deep understanding of healthcare workflows. The Account Implementation Manager serves as both a coach to the team and a strategic partner across departments—including Sales, Product, and Support—to ensure successful client adoption and long-term success with EZDERM's full suite of solutions.

Essential Duties and Responsibilities:

Team Leadership & Development

• Provide regular coaching and weekly check-ins with Training Specialists working on your accounts to review client progress, challenges, and solutions.
• Manage onboarding and training of new Specialists, including a 4–6 month certification period.
• Conduct quarterly performance check-ins and annual reviews; provide feedback to drive growth and consistency.

Client Implementation Oversight

• Ensure implementations are completed thoroughly and on schedule, with milestones tracked and communicated with clients.
• Guide Specialists in assessing client workflows (clinical, administrative, billing) to optimize use of EZDERM.
• Provide strategic support during complex or sensitive trainings, addressing practice size, resource constraints, or strong personalities.
• Collaborate with Sales and CS to design tailored training plans for large or complex practices.
• Ensure RCM clients are properly trained for seamless handoff to the billing team.
• Serve as an escalation point for client issues, coordinating with Product and leadership teams to resolve roadblocks.

Program & Content Management

• Maintain and continuously improve the Training Team Playbook to standardize best practices across the team.
• Assist in the creation and upkeep of training materials (guides, videos, PDFs, etc.) in collaboration with marketing.
• Ensure knowledge bases are accurate, accessible, and regularly updated.

Cross-Functional Collaboration

• Partner with Product, Support, and Account Management to ensure the team is aligned on new features and client needs.
• Work with Sales to provide pre- and post-sale input on client workflows, ensuring smooth transitions from prospect to live client.
• Document all key client communications in CRM systems (e.g., Salesforce) for visibility across departments.

Continuous Improvement & Metrics

• Monitor KPIs such as time to go live, product adoption, training effectiveness, and client satisfaction to assess team performance.
• Distribute surveys and collect client feedback to identify areas for improvement.
• Identify process inefficiencies, recommend solutions, and implement best practices to optimize client onboarding.

Other Responsibilities

• Review and approve travel expenses in alignment with company policies.
• Participate in project meetings and represent the Training & Implementation function in cross-departmental initiatives.
• Perform other duties as assigned to support EZDERM's client success.

To be successful in this role, you'll need:

• 5+ years of experience in software implementation, training, or customer success (healthcare or SaaS strongly preferred).
• Prior experience leading a team or mentoring junior staff.
• Strong organizational, project management, and multitasking skills; ability to manage multiple client projects simultaneously.
• Excellent communication and interpersonal skills, with the ability to handle challenging client interactions.
• Familiarity with healthcare terminology, dermatology workflows, and medical practice operations preferred.
• Proficiency with CRM, support, and project management tools (e.g., Intercom, Zendesk, Salesforce, Pipedrive).

Travel/Physical Demands

Occasional travel up to 35% domestically which requires a valid driver's license and acceptable driving record and valid passport.

Physical Demands: Bending, sitting, and standing for long periods of time. May require lifting objects weighing up to 20 lbs. as needed. Driving.

Compensation

Competitive base salary plus commission structure

Benefits

All full-time employees are eligible for our generous benefits package on their first day of employment.

• Health, dental and vision insurance
• Short term and long term disability plans
• 401 (k) retirement plan
• Paid time off
• Additional voluntary benefits

About us:

EZDERM's philosophy and vision for success starts with our people. We are looking for truly passionate and self-motivated employees to continue pursuing our growth in the dermatology space. Founded by a practicing dermatologist, EZDERM offers dermatology practices an industry specific software suite (EHR, Practice Management, Patient Portal, and Check In App) as well as full cycle billing services. We differentiate ourselves with our modern software solution and white glove customer service. As a leading dermatology SaaS platform, EZDERM provides a cutting edge and intuitive software solution along with a supportive partnership to our community of users.

Our Core Competencies

The following competencies are organizational in nature in that all EZDERM employees are expected to exhibit these competencies and will be used as part of the basis for the employee's performance evaluation.

Teamwork, Integrity, Communication, Customer Service, Problem Solving.

Equal Employment Opportunity Statement

EZDERM provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity or expression, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.