What are the responsibilities and job description for the Implementation Manager, Customer Success position at TeleSpecialists LLC?

Job Description

Implementation Manager, Customer Success

About Us :

TeleSpecialists is a rapidly growing national telemedicine company seeking the right talent to join our team. We provide emergent and routine neurology and psychiatry services in over 300 hospitals across the country and continuing to expand services. We are seeking the right talent to join our team and help us with our mission of impacting patients, providing timely high-quality care to patients, and transforming the future of healthcare. We have an innovative and entrepreneurial culture that provides the opportunity for personal and professional growth.

TeleSpecialists Offers :

A great culture with a team environment
A fun, diverse work environment
A rapidly growing company with career advancement opportunities
Medical, Dental and Vision benefits
401k match
Paid Vacation
Leadership Training Classes
Mentorship Program
Tuition Reimbursement

Summary :

The mission of the Implementation Manager, Customer is to deliver an efficient, high-quality implementation experience for customers consistently. The IM provides tactical management, project oversight, and analysis to facilitate project management systems to achieve clinical service implementation goals. Duties may include gathering service requirements, facilitating clinical and operational workgroups, and interfacing with key internal and external stakeholders. The IM will report directly to the Project Director, Strategy & Growth and be accountable for implementing telemedicine services for clients. It is expected that s / he is both well-organized and effective as evidenced by defined Key Performance Indicators (KPIs) and meet (or exceed) the defined implementation goals as well as strategic initiatives for the year.

Implementation is a fast-paced, multifaceted, demanding position critical to our company’s and customers’ success. We are looking for a strong communicator and exceptional executor with an ownership mentality - someone resourceful, creative, detail-oriented, highly-organized, and relentless about process improvement and efficiency. The IM will become an expert on TeleSpecialists Clinical and Operational Quality Systems and lead cross-functional teams to support customer implementations.

Essential Duties & Responsibilities :

Implementation – Customer Success

Serve as the primary point of contact between the client and our team throughout the implementation process

Manage many implementation projects at once, efficiently

Manage implementation process end-to-end, including collecting required documentation, advising the client through go-live planning

Managing TeleSpecialists team in the delivery of technology prep, workflow planning, training, credentialing, mock drills, and launch

Confirm project scope and lead weekly customer touchpoints throughout the implementation

Serve as a trusted consultant with clients to optimize their experience and build trust ahead of service launch

Provide timely reporting of progress, exceptions, project risks, and issues

o Assist clients with trouble shooting complex issues that may arise

o Work closely with key personnel in assigned hospitals to strengthen the service partnership with TeleSpecialists

Implementation – Management

In collaboration with Capacity Management and Medical Staff, review / inform / set requirements for licensing and credentialing plans for customer implementations

In collaboration with Finance and Growth, review expected client demand for inclusion in revenue forecasts

Support handoff between pre- and post-sales service, ensuring the customer is “live” within agreed timescales and improve the time to revenue

Assist with development and deployment of Performance Improvement goals and strategies for implementation

Coordinate implementation reviews designed to improve process and communication (internally and externally); fostering collaboration between partner hospitals and TeleSpecialists

Maintain project plans and customer information in Project platform and company CRM

Qualifications :

Highly organized with a good appreciation of project management skills

Able to engage and influence people at all levels

Able to build understanding and trust with internal and external colleagues

Precise and positive communication skills, both written and verbal

Able to systematically identify and implement solutions

Self-motivated and results-driven

Demonstrated knowledge of key account management skills, leadership skills, sales process, and teamwork, strong organizational and project management skills

Ability to balance multiple projects concurrently, follow through and focus on details.

Position Requirements :

Position is located in Fort Myers, FL, Atlanta, GA.

Minimum of 7 years’ experience in a customer service industry with at least 5 years’ experience in healthcare

Experience in Project Management, Account Management, Client Relations or similar role

Lean methodologies training is a plus. If not existing, willing and able to achieve in first year of employment.

Minimum HS Degree. Project Management certification and Bachelor’s Degree preferred.

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Implementation Manager, Customer Success

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