Implementation Project Manager

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, EPD, and Operations 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 Manager of Implementation and base compensation for this role may land between $95,000 - $140,000. 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.

Responsibilities:

• Project Management & Issue Resolution
• Build and maintain project plans with customers, with clear milestones, owners and due dates, and hold customers and internal partners accountable to them
• Run a regular status cadence with customer executives and working teams
• 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
• Define scope and manage expectations throughout implementation
• Data Exchange & System Setup
• Support our largest customers as they familiarize themselves with our data model and import requirements
• Act as a customer point of contact for our technical implementation team members
• Guide customers through Medallion’s data model, field mapping and import requirements
• 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 project team at Medallion, promoting a positive work environment and driving team cohesion

Qualifications:

• 5+ years leading complex, end-to-end B2B SaaS implementations, including enterprise customers
• 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
• Strong technical fluency: comfortable with data migrations, integrations, configuration and workflows, and able to speak precisely with engineers (no coding required)
• Proficiency with project management tools like Jira and ClickUp
• 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.
• Understand how software is deployed in enterprise organizations and pair that with tight project planning and execution
• Comfortable saying no when it’s the right call for the customer or for Medallion
• PMP certification a plus

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