What is this opportunity?

We are looking for a dynamic Team Lead of Implementation to add to our growing CS team. In addition to becoming a player/coach to the existing team of Implementation Managers and Specialists, you will play a critical role in building, leading and improving our implementation processes. From initial scoping to successful execution, you will be responsible for uncovering areas of operational improvement, and optimizing and redefining our delivery processes. Reporting to the Director of Implementation, you will work closely with your Team Lead counterparts in Product, R&D, Sales, Support, Solutions Engineer, Training, and Customer Success, in addition to key stakeholders across the team. With an innovative platform that meets a clear market need with growing traction and customer base, this is an amazing opportunity to drive change within the organization as well as increasing the speed to value time during our new customers onboarding journey.

Who are you?

You are passionate about identifying, building, and implementing processes that drive time to value for customers. You know how to balance the fine art of advocating for customers’ needs and our internal teams. You will be a player/coach and serve as a mentor for Implementation Managers and Specialists. You can drive processes independently and balance the big picture view with the day-to-day tasks to move the growth forward on all fronts. You thrive in a fast-paced environment and enjoy a startup's dynamic and collaborative atmosphere.

How will you contribute?

• Lead the Implementation team members of Implementation Managers and Specialists
• Drive capacity planning with your Product and R&D counterparts to size work appropriately and set delivery timelines
• Identify and execute on initiatives to improve time to value and quality of deliveries
• Provide strategic and tactical support to the GTM organization and drive repeatability, predictability, and scalability across the implementation process.
• Track and report all key performance indicators, goals, efficiency, and trend analyses during regular internal reviews of the implementation function.
• Be the face of our Implementation Teams in key customer conversations and relationships
• Work cross-functionally with Product and R&D teams to tackle technical builds and deliveries into a tactical implementation plan.
• Design and improve tools to improve support the implementation process, including project plans, status reports, dashboards, and coaching tools
• Ensure the integrity of our implementations by mitigating risk and quality issues. If they do arise, be an expert in navigating them to resolution with your counterparts.
• Work with your Team Lead counterpart on effective resource allocation

What qualifications and skills will help you to be successful?

• 5+ years of experience in Implementations in Healthcare technology and held key relationships with Operational, Clinical, and Technical executives and stakeholders
• Demonstrated success in leading a team of Implementers in a high growth startup
• Demonstrated success in improving time to value and quality within internal processes
• Obsessed with the customer and end-user experience
• Experience building, customizing, and implementing Project Plans, Dashboards, and Implementation tools to improve time to value for customers
• Experience with key components of our systems (SSO, Tele-health, EHR integrations, SFTP, JSON)
• Deep understanding of SaaS in healthcare
• Have worked at a fast-growing start-up before, preferably with enterprise and mid-market deals
• Data-driven, detail-oriented, customer-focused, business-minded, technologically and intellectually curious
• Excellent written and verbal communication skills
• You are a self-starter, you love learning and are always actively looking for opportunities to contribute
• Up to 30% travel

This is a unique opportunity to join a startup that has a meaningful impact on thousands' well-being and mental health.
We have

• A product that positively impacts people's lives every single day.
• A team of amazing people with a shared vision and the infinite drive to make it happen
• The base pay range for this position is $160,000-170,000 per year. The determination of what a specific employee in this job classification is paid depends on several factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, length of service, and geographic location.
• In addition to your compensation, we offer wide and generous health benefits, significant equity and 401(k) plans matched to 4%
• Flexible PTO + Additional mental health days off you can take any given moment simply because you need them.
• Fully remote work environment
• Opportunity to build, grow, and become highly instrumental in shaping how technology can increase the effectiveness of therapy.