About the role
As a member of the Implementation team, you will be responsible for owning and driving the Implementation phase of the customer journey, setting a strong foundation for long term success with Medallion. You will manage several projects in parallel, including top priority enterprise accounts and spanning Medallion's complete suite of services and products. You will serve as the main point of contact for your customers, project manage the end-to-end implementation process, and partner with GTM, Product, and Engineering teams.
You will work with customers directly to set them up for success and advocate for their needs internally. You will also build the systems and tools to make these processes more efficient as the business grows.
This role reports to the Senior Director of Operations and base compensation for this role may land between $100,000 - $135,000. In addition to base salary, Medallion offers equity and benefits as part of the total compensation package. Many factors are considered when determining pay including: market data, geographic location, skills, qualifications, experience, and level.
What you'll do
- Project Management & Issue Resolution
- Build project plans with clear milestones, due dates and hold customers as well as internal partners accountable to achieving those objectives
- Proactively project manage the implementation process end-to-end to achieve target timelines and goals
- Partner with the appropriate internal and external teams to align on key milestones and workflows
- Identify any blockers that could delay an implementation; partner with the appropriate internal and external teams to resolve
- Collaborate with internal stakeholders to define project scope, goals, and deliverables, and manage expectations throughout the customer journey
- Data Exchange & System Setup
- Support our largest customers as they familiarize themselves with our data model and import requirements
- Comfort with APIs, integrations, or system configurations - enough to manage and communicate with product/engineering teams
- Customer Experience
- Ensure your customers are set up to achieve their first value with Medallion
- Be a champion of our customers; identify opportunity areas and create tight feedback loops between our customers and internal teams
- Process Improvement & Collaboration
- Proactively identify gaps in current implementation process
- Drive development of processes and resources as needed to support implementation team’s goals of scalability while maintaining strong customer NPS
- Foster a culture of collaboration, accountability, and excellence within the overall team at Medallion, promoting a positive work environment and driving team cohesion
Qualifications
- 5-7 years of experience in implementation and/or project management, specifically leading complex SaaS implementations
- Prior experience at a B2B SaaS startup, ideally in health tech, digital health, or healthcare operations
- Proven experience managing enterprise-level projects in a complex organizational environment, with a track record of successful project delivery
- Proven track record of leading end-to-end client implementations
- Exceptional client-facing communication: executive presence, ability to lead stakeholder calls
- Experience with SaaS configuration (integrations, APIs, workflows, permissions, reporting)
- Proficiency with project management tools like Jira and Asana
- Strong problem-solving and decision-making abilities, with a focus on driving results and achieving project objectives
- Excellent leadership, communication, and interpersonal skills, with the ability to build and maintain effective relationships with stakeholders at all levels.