Responsibilities
- Own the full implementation lifecycle for new employer and partner accounts — from contract signature through go-live and into ongoing configuration support, including post-launch changes, re-implementations, and expansion onboarding
- Build and manage detailed project plans with clear milestones, owners, and timelines; keep internal and client stakeholders aligned throughout
- Lead client-facing kickoff calls and working sessions, serving as the primary point of contact during implementation
- Coordinate across Sales, Marketing, Partnerships, Product, Clinical, and Operations to ensure seamless handoffs and on-time launches
- Configure and manage technical setup including SSO integrations, data feeds, and eligibility file processing; troubleshoot integration issues and escalate to Product and Engineering when needed
- Develop and refine implementation playbooks, templates, and processes that scale as the business grow
- Track implementation KPIs including time-to-launch, issue resolution time, and launch quality; surface trends to drive continuous improvement
- Maintain clean documentation in CRM and project management tools throughout the client lifecycle
Requirements
- 5+ years of experience in implementation, customer onboarding, project management, or a related role; digital health or SaaS experience preferred
- Demonstrated ability to manage multiple complex implementations simultaneously
- Comfortable engaging credibly in conversations about data formats, file transfers, SSO, and API integrations
- Highly organized with excellent project management instincts; familiar with tools like Asana, Slack, Confluence, and Jira
- Strong communicator who can translate technical details for non-technical clients and business context for internal teams
- A proactive problem-solver who finds issues before clients do and owns them through resolution
Nice to Have
- Digital health or SaaS experience
- Experienced working with benefits administration systems or employer group data is a strong plus
- Experienced in B2B2C or employer-facing environments is a plus
Work Arrangement
Remote (Worldwide) — San Diego, California, Vienna, Austria
Additional Information
- Team members are spread across the globe
- Flexible PTO and work from home options
- Professional development budget and support for continuing education
- Comprehensive benefits package including health, dental, and vision insurance
- Commitment to diversity and inclusion, welcoming applications from people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, and foreign born residents
