Director, Implementation – Customer Success

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🛠️ Implementation Specialist

👻 Ghost score 12%

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Ovatient

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

🏥 Healthcare

🤝 B2B

Healthcare • B2B

Ovatient is a virtual-first care company that partners with health systems to deliver coordinated telehealth services—primary care, urgent care, and integrated behavioral health—built on the Epic EMR and MyChart. It provides a combined team of licensed virtual providers and technology that integrates into health systems’ workflows, enabling improved access, reduced leakage, and continuity with patients’ existing care journeys. Formed through a partnership between the MetroHealth System and the Medical University of South Carolina (MUSC Health), Ovatient supports billing through existing payer contracts and has delivered virtual care to tens of thousands of patients.

📋 Description

• Lead enterprise implementations from sales handoff through launch and stabilization as the primary point of accountability and escalation • Translate customer goals into integrated plans across clinical operations, technology, Epic and MyChart workflows, patient access, marketing, analytics, and governance • Manage scope, milestones, dependencies, risks, resources, launch readiness, and executive decisions • Build scalable implementation playbooks, tools, and processes while forecasting project demand and capacity needs • Lead the post-launch customer journey from activation and adoption through optimization and measurable value • Develop success plans, performance measures, adoption goals, and value milestones • Monitor customer health, identify risks and service opportunities, and coordinate mitigation and improvement plans • Advise customer leaders on performance, priorities, barriers, and renewal or expansion opportunities • Establish customer governance, including steering committees, Joint Advisory Committees, operational reviews, and quarterly business reviews • Provide reporting on progress, risks, decisions, adoption, and performance • Align internal teams around customer commitments, priorities, and accountable execution • Translate customer feedback into improvements while meeting contractual, operational, privacy, security, and regulatory requirements

🎯 Requirements

• At least seven years of experience in implementation, customer success, project or program management, healthcare SaaS, health technology, or enterprise technology delivery • Deep experience with Epic, MyChart, EHR integrations, interoperability, digital health platforms, or patient engagement technologies • Demonstrated success leading complex, multi-stakeholder programs from kickoff through launch, stabilization, and ongoing optimization • Experience working with health systems, provider organizations, digital health companies, or enterprise healthcare technology environments • Strong understanding of customer adoption, value realization, executive governance, renewal support, and expansion strategy • Excellent project management capabilities, including scope, timeline, dependency, risk, issue, and stakeholder management • Executive presence and ability to communicate effectively with C-suite, clinical, operational, and technology leaders • Strong analytical judgment and ability to translate operational, financial, utilization, and performance data into clear recommendations • Bachelor’s degree or equivalent combination of education and relevant experience • Preferred: experience in virtual care, primary care, behavioral health, urgent care, ambulatory care, or digital patient access • Preferred: experience with SaaS delivery, system integration, or healthcare interoperability • Preferred: experience developing implementation playbooks, operating models, governance processes, technical documentation, or customer success frameworks • Preferred: experience with customer health scoring, executive business reviews, account planning, renewals, or expansion • Preferred: experience building new processes and tools in a fast-moving, growth-stage organization • Preferred: PMP, Lean, Six Sigma, Agile, Prosci, customer success, or comparable certification

🏖️ Benefits

• Competitive compensation and benefits • 401(k) with company match from Day 1 • Flexible, remote-first work environment • Opportunity to shape a scalable customer delivery function at a growing virtual-first care company • Meaningful work that expands access, improves patient experience, and strengthens health care organizational performance • Collaborative team valuing ownership, respect, systems thinking, boldness, and connected care • Travel as needed to customers and for leadership retreats