Senior Manager, Customer Implementation

Acute Care Technology

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

The Acute Care Technology division of ZOLL Medical Corporation develops and delivers innovative lifesaving products and software solutions to EMS, hospital, public safety, and military customers globally. Our dedicated employees take pride in their commitment to improving patient outcomes while delivering world-class customer service.

At ZOLL, you won’t just have a job. You'll have a career—and a purpose.

Join our team. It’s a great time to be a part of ZOLL!

Job Type

Remote

Essential Functions

The Senior Manager of Implementation will lead and oversee the implementation consulting team, ensuring that our software solutions are seamlessly integrated into our customers’ environments. This role requires a strategic thinker with a strong technical background, proven leadership skills, and experience in the healthcare software industry. The Senior Manager will work closely with cross-functional teams including Product Management, Sales, and Engineering to drive successful implementations that meet customer needs and enhance satisfaction.

Responsibilities

• Lead and manage the implementation consulting team, providing mentorship, guidance, and professional development opportunities.
• Develop and execute strategies for efficient and scalable implementation processes, ensuring timely and successful deployment of software solutions.
• Collaborate with sales and customer success teams to understand customer needs and expectations, ensuring alignment throughout the implementation lifecycle.
• Serve as the primary point of contact for escalated implementation issues, working with internal stakeholders to drive resolution.
• Establish metrics for tracking implementation success, and provide regular reporting and analysis to senior leadership.
• Build and maintain strong relationships with customers, ensuring a smooth transition from sales to implementation and post-implementation support.
• Drive continuous improvement initiatives within the implementation team, identifying areas for process optimization and enhanced customer experience.
• Possess a comprehensive understanding of industry standards, regulations, security requirements, and best practices in healthcare software implementation.
• Stay informed on new product features and updates, ensuring the implementation team is well-trained and prepared to deliver best-in-class service.
• Contribute to the development of both internal and customer-focused documentation, training materials, implementation guides and other collateral to support effective service delivery.
  
  

Preferred Qualifications

• 7 years of experience in implementation, project management, or customer success, with at least 3 years in a leadership role.
• Strong background in the healthcare software industry, with a deep understanding of regulatory requirements (e.g., HIPAA).
• Demonstrated success in leading teams through complex software implementations.
• Excellent communication and interpersonal skills, with the ability to work effectively across all levels of the organization.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Proficiency with project management tools (e.g., Jira, Asana) and CRM systems (e.g., Salesforce).
• Ability to travel as needed to customer sites or company meetings.
  
  

Required/Preferred Education And Experience

Bachelor’s degree in Business, Engineering, Healthcare Administration, or a related field; Master’s degree preferred.

The salary range for this position is $124K-$134K annually. Final compensation will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and location.

If you would like to be considered for this role, we are asking that all applicants please apply by the end of the day on Friday, February 28th, 2025.

ZOLL is a fast-growing company that operates in more than 140 countries around the world. Our employees are inspired by a commitment to make a difference in patients' lives, and our culture values innovation, self-motivation and an entrepreneurial spirit. Join us in our efforts to improve outcomes for underserved patients suffering from critical cardiopulmonary conditions and help save more lives.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.