Senior Manager, Implementation Services

Job not on LinkedIn

8 hours ago

🍂 Massachusetts – Remote

Although this job is listed in Massachusetts, this company may be open to hiring remote in other states.

🌴 South Carolina – Remote

Although this job is listed in South Carolina, this company may be open to hiring remote in other states.

💵 $119k - $155k / year

⏰ Full Time

🟠 Senior

👔 Manager

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DeepHealth

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Artificial Intelligence • Healthcare Insurance • SaaS

DeepHealth is a global leader in AI-powered health informatics, providing innovative solutions designed to enhance operational efficiency and clinical confidence in radiology. As a wholly-owned subsidiary of RadNet, Inc. , DeepHealth offers a comprehensive suite of diagnostic and imaging tools, including the DeepHealth OS, a pioneering cloud-native operating system. Their AI-powered solutions support large-scale diagnostic programs and streamline workflows in areas such as breast, prostate, lung, and brain cancer detection. DeepHealth collaborates with leading healthcare institutions worldwide to transform radiology practices and improve care delivery.

11 - 50 employees

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

☁️ SaaS

💰 $225k Grant on 2019-08

📋 Description

• Manage day-to-day operations of the implementation team to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently met. • Oversee customer onboarding projects from kickoff through go-live, including solution scoping, technical configuration, data integration, user training, and adoption activities. • Monitor project pipelines and resource allocation to optimize delivery timelines and team utilization. • Ensure proper escalation procedures are followed for complex implementations requiring product engineering or executive support. • Maintain high standards of customer satisfaction through quality delivery and proactive communication. • Coordinate seamless handoffs between Sales, Implementation, Support and Customer Success teams. • Supervise, coach, and mentor project managers and technical specialists and coordinate closely with clinical consultant leadership and resources. • Conduct regular performance evaluations, providing constructive feedback and development plans. • Lead recruitment efforts and onboarding of new team members. • Foster a culture of customer obsession, technical excellence, and continuous learning. • Provide ongoing training to ensure team proficiency in AI solution deployment, integration methodologies, and customer engagement skills. • Manage capacity planning and workload distribution across concurrent customer implementations. • Implement and maintain standardized methodologies for customer onboarding, from sales handoff through successful go-live and transition to Customer Success. • Develop and enforce implementation playbooks, templates, and best practices. • Monitor quality of customer implementations through project reviews, customer feedback analysis, and adoption metrics tracking. • Identify opportunities for process improvements, automation, and self-service capabilities to enhance efficiency and reduce time-to-value. • Ensure accurate documentation of implementation patterns, customer configurations, and lessons learned in the knowledge base. • Analyze implementation metrics and dashboards to identify performance gaps and improvement opportunities. • Drive root cause analysis for delayed or challenged implementations and implement preventive measures. • Collaborate with Product, Engineering, Support, and Customer Success teams to improve overall solution supportability and implementation efficiency.

🎯 Requirements

• Bachelor's degree in Computer Science, Engineering, Business, or related field; or equivalent professional experience (minimum 5-7 years in customer-facing technical roles) • 5+ years of progressive experience in customer implementations, professional services, or technical consulting • 2+ years of experience supervising or managing implementation, consulting, or technical services teams • Experience managing complex B2B software implementations in enterprise environments • Strong understanding of AI/ML concepts and enterprise software deployment methodologies • Experience with project management tools and methodologies (Rocketlane, Jira, or similar) • Familiarity with APIs, data integration, and cloud platforms (AWS, Azure, GCP) • Proficient in Microsoft Office Suite and collaboration tools (Slack, Confluence, etc.) • Experience in SaaS or technology companies, preferably during growth phases • Demonstrated ability to build and sustain high-performance technical teams • Strong coaching and mentoring skills with a track record of developing talent • Ability to manage multiple complex projects simultaneously while maintaining quality standards • Proven crisis management and customer escalation handling capabilities • Excellent verbal and written communication skills with ability to engage both technical and business stakeholders • Strong analytical and problem-solving abilities with data-driven decision making • Customer-focused mindset with commitment to delivering exceptional experiences • Flexibility to accommodate customer schedules across time zones as needed.

🏖️ Benefits

• Remote work • Training and ongoing development opportunities • Flexible working hours • Health insurance • Paid time off