Manager, Solution Delivery

About Us

Laudio empowers healthcare leaders to drive large-scale change through everyday human actions. Our platform streamlines workflows for frontline leaders, strengthens interpersonal connections, and aligns C-suite objectives with frontline efforts, enhancing leader efficiency, employee engagement, and patient experience. Laudio makes it possible for patients, frontline workers, and health system leaders to thrive together. Discover how at www.laudio.com.

Manager, Solution Delivery

Laudio is a fast-paced, high-energy digital health AI startup looking for a dynamic team member to support complex custom tech implementations while contributing to Laudio's long-term strategic delivery and services vision.

Reporting to the VP of Client Delivery and Operations, Laudio's Manager, Solution Delivery leads both client-facing and internal projects within Laudio's implementation group. A Laudio Solution Delivery Manager is a hands-on, process-oriented person who leads the onboarding and implementation process for new and existing Laudio clients. They work closely with Laudio's Client Engagement and Engineering teams to ensure efficient technical and strategic onboarding and high early user adoption. They are generative, process-oriented, solutions-focused, and will be driven by achieving their goals and organizational metrics, while delighting our clients and contributing to the development of a robust, customer-focused process.

Responsibilities include:

• Managing multiple parallel client implementations (typically 8-12 week process per client)
• Project manage multi-phase implementation projects across multiple clients, and manage internal stakeholders who own tasks and milestones along the implementation timeline
• Set daily and weekly agendas for Laudio's Data Integrations Engineering team in partnership with other Delivery team members
• Be the main interface between the overall Client Engagement and Delivery organization and Laudio's Data Integrations Engineering Team
• Lead weekly standups with the Client Engagement team to keep them informed about data operations progress, status, and obstacles
• Demoing the Laudio platform to generate excitement during the implementation process; training users on how they can derive value from the Laudio platform
• Be an expert on Laudio and be able to answer any questions that arise during demos and user trainings about the product and how frontline users can derive maximum value from the platform
• Engaging with client stakeholders at all levels
• In partnership with Client Engagement Managers, identify opportunities to proactively intervene to improve end user adoption
• Partner with users to quickly identify and overcome any roadblocks hindering frontline usage
• During the onboarding phase, responding to customer ideas, complaints, feedback, and support requests
• Collaborate with product teams to document and convert customer requests into actionable product development steps
• Be an advocate and proactive voice for the collective users' needs in design and development (both data and UI)
• Support transitioning new customers from Sales to Delivery
• Convene an internal kick-off call with Client Success Leader and the sales leader to collect relevant client details (e.g. key stakeholders, objectives, implementation requirements)
• Capture and track progress in a single repository for all operations team members to see and reference over time
• Improve the overall onboarding process over time
• Identify ways for the Client Engagement and Engineering teams to improve the implementation process and to be more lean; work with Engineering teams to create implementation guides and documentation to enable faster ramping of new team members
• Create complex visualizations to communicate concepts to internal and external stakeholders
  

Requirements include:

• 5-7 years of experience in a Project Management or Implementation Consultant role in a client-facing capacity, ideally in a SaaS or consulting environment
• Experience with executive communication and in triaging support/product enhancement feedback
• Experience leading small, decentralized teams is preferred
• Experience triaging support/product enhancement feedback
• Strong project management skills, highly organized, and able to prioritize and multi-task
• Self-driven and proactive while working in a remote environment
• Ability to translate complex technical concepts to layman's terms
• Excellent oral and written communication and interpersonal skills
• Robust Excel and data manipulation skills, and familiarity with common tech industry tools (Jira, Wrike, Confluence, HubSpot, etc)
• Familiarity/experience with APIs and modern integration methodologies
• Data-savvy: able to thrive and contribute in an organization that makes decisions based on data and analyses
• Ability to take calls with our Nepal team early morning EST when required
• Up to 15% travel (internal and client site travel)
• Up to 25% travel to client sites (COVID-19 dependent) and internal travel
• Ability to travel internationally (Kathmandu, Nepal) 1x a year may be required
• Flexibility on meeting timings, the ability to take meetings early in the morning or later in the evening (~1-2 times a week)
  

Laudio Data Privacy Policy here.

A warning about recruiting scams: you should only respond to interview requests from people with a Laudio email address or authorized 3rd party recruiting agencies (check for the company's website before responding to ensure the person contacting you is legitimate). A Laudio employee will not solicit candidates through a non-Laudio email address like Yahoo, Hotmail or Gmail. Also, all our interviews are conducted via Zoom or phone call (never via Skype or WhatsApp).

Laudio is an equal opportunity employer and an E-Verify employer.