The RoleAs a Director of Implementation, Enterprise and Commercial at Abridge, you will play a vital role in leading a team of implementers to ensure the satisfaction, implementation quality, and conversion of pilots within our customers in your team's segment(s). You will be a core member of the commercial team and work closely with cross functional teams to enable your team to effectively serve our enterprise partners and drive product implementations and impactful outcomes.
What You'll Do- Drive strong team performance against core KPIs including Implementation NPS, successful pilot conversions, and user activation to contribute to organization engagement goals.
- Own high-impact or strategic implementations within your segment, modeling best-in-class execution practices and setting the standard for the team.
- Proactively identify and manage risks across your team's implementation portfolio through coaching or direct intervention to drive resolution.
- Own hiring, onboarding, performance management, and ongoing development for implementers within your team.
- Collaborate closely with the Area Director, Implementation to translate the Implementation strategy and priorities into a segment specific execution model that caters to your partner segment.
- Serve as a culture leader for your team, ensuring every team member feels a sense of community, is set up to succeed, and reflects the values and standards that define how we work at Abridge.
- Build strong relationships and work collaboratively with our Commercial organization segment leaders across Sales, Partner Success, and Clinical Success to drive alignment on goals, execution, and operations.
What You'll Bring- Have a track record of driving successful healthcare technology implementation projects from initiation to completion.
- Have 7+ years of work in driving project execution or software implementations with 2+ years of experience of people management and team leadership.
- Experience deploying scalable implementation strategies and systems tailored to the Commercial segment to be able to execute a high quantity of implementations while maintaining execution quality and service mindset
- Excellent communication and interpersonal skills, with the ability to build trust and establish rapport with clinicians and stakeholders at all levels.
- Strong technical aptitude and ability to dive deep into integrations and technical implementations to solve complex problems and guide your team to the best implementation approach.
- Are extremely organized. You're able to manage multiple priorities at once, while maintaining attention to detail and quality.
- Data obsession to be able to tell a story of pilot performance and partner outcomes externally and team success and needs internally.
- Excellent ability to smell smoke and escalate early, with proposed solutions. Ability to create a positive team culture and environment around risk escalation.
Bonus Points If...- Experience with a pilot conversion motion where our partners begin their engagements with us piloting our products then convert to long-term partnerships for scale
- Experience implementing electronic health records. (Epic is a definite plus)
- Familiarity with systems requiring strict adherence to privacy and security protocols.
- Familiarity with CRM, customer success, and project management software and tools.
