Senior Implementation Manager

Radicle Health is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities. We believe technology plays a crucial role in the success of the human services sector, but no single system can meet the diverse needs of every agency. That's why we've built Radicle Health as a home for mission-driven products that support organizations in delivering essential services. Under one roof, our teams learn from each other, test ideas faster, and think holistically about the individuals and communities we serve.

About the Job:
At Radicle Health, we believe that a well implemented customer today will bear a more successful, stable, and happier customer tomorrow. We are looking for a Senior Implementation Manager who is passionate about setting their customers up for success and invested in becoming the product expert for the company. The ideal candidate can manage multiple projects simultaneously without sacrificing quality of service or attention to detail. The role will center on becoming a product expert on Radicle Health's solutions, with a focus on consulting with new customers to ensure their new software solution is configured to meet their needs and that they have the skills necessary to manage it on their own. You will join a team of several talented and dedicated individuals that work hard to meet customer needs and enthusiastically share knowledge across internal teams. The implementation team is responsible for onboarding all new customers and working with existing customers as they work to deepen their system use.

Who you are:

• 6+ years of experience in Implementation, Professional Services, or Consulting, ideally in enterprise SaaS, including 2+ years of managing complex software implementation projects
• Proven expertise in project management and the software implementation lifecycle, leveraging experience and best practices to ensure successful project delivery
• Demonstrated ability to anticipate customer needs, creatively problem solve, and contribute to team efforts and culture in a meaningful way
• Ability to manage multiple projects and priorities in a fast-paced environment
• Strong execution mindset with a focus on operational excellence
• Demonstrated ability to establish high levels of trust and strong engagement with executive stakeholders
• Social services, EHR software, and HIPAA experience are preferred

In this role, you'll be responsible for:
Client Onboarding and Implementation

• Own the successful execution of implementation projects for new and existing customers, ensuring a smooth and timely transition from sales to full product implementation.
• Collaborate with customers to gather requirements and align on the solution design to meet their business objectives.
• Serve as a product expert to customers and internal teams, providing consultation on best practice recommendations.
• Configure the solution based on client requirements, ensuring that all necessary features and functionality are set up correctly.
• Ensure thorough testing of configuration to ensure the system works as expected and resolve any issues that arise.
• Identify and resolve any technical issues that arise during the implementation process, collaborating with Product and Engineering teams when necessary.

Project Management & Coordination

• Define, maintain, and track project timelines to ensure on-time, in-scope, and under-budget implementations.
• Maintain clear project documentation and updates to keep all teams aligned with status, progress, and outcomes.
• Work closely with the Customer Success, Product, and Sales teams to ensure seamless communication and alignment during the implementation process.

Process Improvement and Client Success

• Regularly evaluate and refine the implementation process to improve efficiency and client outcomes, contributing towards best practice development and implementation across the team.
• Gather and analyze feedback from clients post-implementation to identify areas for improvement and contribute to ongoing product development.
• Assist in developing and updating implementation resources, such as checklists, documentation, and training materials to streamline future onboarding efforts.

Client Satisfaction and Relationship Building

• Serve as the primary project escalation point of contact, building trust and establishing rapport with customer stakeholders through proactive risk identification and mitigation and timely issue resolution.
• Conduct regular check-ins during the implementation phase to gather customer feedback and address any concerns or challenges and achieve a smooth transition to using Radicle Health's solutions effectively.

What we offer:

• Unlimited PTO
• Competitive medical, dental, and vision healthcare coverage
• 401k matching
• Paid holidays
• Volunteer time off
• Paid parental leave
• Remote work stipend
• Compensation: $90,000 - $110,000
• Location: Remote

Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. More information about the salary range specific to your working location and other factors will be shared during the hiring process.
Radicle Health is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Radicle Health does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.
Radicle Health is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Radicle Health does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.