Senior Implementation Manager

*Our headquarters are in San Francisco, but this can be a fully remote position!*

Amino is the leading healthcare guidance platform that helps everyone get the most from their health benefits. Combining data-driven objectivity with a deeply empathetic approach, Amino makes it easy for members to access the best care to meet their needs, while also saving them time and money. Our vision is to put the best healthcare within reach for all Americans, so they can get back to the moments that matter.

Amino is currently seeking a senior professional services leader to help build the implementation team supporting Amino’s growing customer base.  You will have responsibility for the team that completes the technical onboarding and renewal process at Amino. In this role, you’ll have the ability to help implement project management tools, processes, quality assurance and tracking to ensure an efficient and delightful customer onboarding experience.  You’ll collaborate closely with teammates in customer success, product management, and engineering to ensure successful customer launches. During peak season, you’ll also jump in and help lead customer implementations.

What you will do

  • Own, enhance and execute the onboarding experience for Amino customers in coordination with the Customer Success Manager who will own the partnership and ongoing relationship.  
  • Monitor, track and maintain overall responsibility for new customer implementations and annual benefit plan renewals. This includes building a capacity plan based on our sales forecast. 
  • Lead weekly cross-functional team meetings to provide status on implementation projects.
  • Serve as the technical product expert on customer-facing calls as needed during the implementation process.
  • Own and execute new customer implementations.
  • Work with product and engineering teams to manage and complete technical implementation tasks, including enrollment file configurations, SBC data entry, SSO configuration, to ensure customers launch on time.
  • Coordinate with external vendors, as needed.

Requirements

  • Experience leading professional services and implementation teams preferably for a similar SaaS or startup organization. 
  • Track record of managing and leading a team delivering simultaneous projects.
  • Proven ability to identify and deliver improvements in the implementation process (customer satisfaction, quality, timeline, effort).
  • Detail oriented and highly organized, with an eye for critical details as well as an understanding of and ability to communicate the big picture.
  • Demonstrated ability to be a team player and a desire to jump in and get your hands dirty. 
  • Confident and persuasive communicator, both written and verbal.
  • Ability to work cross-functionally and inspire others to action.
  • Skilled at using software and productivity tools.
  • PMP certification is a plus.

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