WHAT YOU'LL DO The Implementation Manager is a player-coach role with equal responsibility for people leadership and for program and project leadership. You will personally lead complex, multi-faceted enterprise implementations of the StaffGarden platform while building, coaching, and growing a high-performing implementation team. You will own the strategic implementation process end to end and partner with the VP of Delivery and Operations to design and own a capacity planning model for the team. As the first line of escalation on active projects, you will work alongside your team to identify and remove the roadblocks that put delivery at risk, and you will serve as a hands-on liaison to clients on the successful adoption of our platform. This is a remote position.
The ideal candidate is an excellent communicator who can work well under pressure and balance competing priorities in a results-oriented work environment. Strong customer service skills, superior communication skills as well as strong written skills are required for this position. This position requires one to gain a good understanding of an advanced technological product and become comfortable walking customers through our technology system and our processes.
WHERE YOU'LL WORK This positions offers the flexibility of remote work within the United States. Central and Mountain time zone preferred.
HOW YOU'LL SPEND YOUR TIME - Personally lead complex, multi-faceted enterprise implementations of the StaffGarden platform, from kickoff through go-live and adoption.
- Own the strategic implementation process end to end-developing and driving a standard, measurable, and effective approach that scales as the team grows.
- Partner with the VP of Delivery and Operations to design, implement, and own a capacity planning model for the implementation team.
- Serve as the first line of escalation on active projects; collaborate with team members to identify and remove roadblocks that put delivery at risk.
- Manage the implementation schedule and assign implementation team members to client onboardings based on capacity and project complexity.
- Create processes and leverage tools to provide oversight and analysis of platform implementations and drive broad utilization of StaffGarden across the client's organization.
- Monitor, analyze, and report client implementation successes and challenges to the broader organization.
- Advocate continuous-improvement methodologies and tools across the business, and own accountability for project performance.
- Recruit, hire, and develop high-performing team members; set clear expectations, hold regular 1:1s, provide timely feedback on individual and team performance, and take corrective action when necessary.
- Coach, mentor, and grow the implementation team-building both their professional skills and their StaffGarden product expertise.
- Establish departmental goals and objectives consistent with Healthcare Workforce Solutions (HWS) goals that create a value-added experience for new clients.
- Set the example and foster effective teamwork, rapport, communication, trust, and respect between Implementation Services colleagues and other customer-facing and internal HWS team members.
- Partner with leaders across other HWS units to drive creative, compliant, and customer-focused solutions and services.
- May attend prospect meetings and conference calls to ensure a smooth onboarding experience.
WHAT YOU'LL NEED - 5+ years leading SaaS or enterprise software implementations in a client-facing project- or engagement-management capacity, ideally in a consulting environment.
- Demonstrated people-leadership experience-directly managing, coaching, and developing high-performing teams toward data-driven outcomes while building scalable processes is required.
- Experience building or operating capacity planning, resourcing, or workforce models.
- Strong project-management skills; highly organized and able to prioritize and balance multiple parallel enterprise implementations.
- Project management certification (e.g., PMP) strongly preferred.
- Excellent oral and written communication skills, including executive-level communication.
- Ability to quickly learn new concepts and technologies and convert them into customer solutions.
- Data-savvy, with strong Excel and data-manipulation skills and comfort using common delivery and collaboration tools (e.g., Jira, Confluence, HubSpot, Teams, SmartSheets).
- Self-driven and proactive in a remote work environment.
- Ability to travel up to 25%.
- Background in healthcare is a plus.
- Bachelor's degree required; a degree in business, science, engineering, or a related field preferred.
HIRING RANGEThe current full-time annualized hiring range for this role is $118,000.00-$168,740.00 and does not include discretionary bonus or sales incentives, if applicable. In accordance with applicable state laws, we are providing the expected salary range for this position. Individual compensation will be determined by various factors, including relevant experience, qualifications, current business needs and local market factors. Most regular, full-time employees are eligible to participate in an Ascend incentive bonus or sales plan.
BENEFITS - Health, dental, and vision insurance
- Company paid Life Insurance
- 401(k) with company match
- Paid time off and parental leave
- Employee assistance program
- Other employee wellness programs such as Headspace and Airvet
- Charitable matching program
