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The Manager of the Implementation Team is responsible for leading and managing a team of Implementation Specialists who are tasked with installing inventory management hardware and training users on the associated software. This role involves ensuring successful implementation projects, fostering strong client relationships, and facilitating seamless transitions from implementation to account management. The Manager will act as a key liaison between clients and internal teams, while also providing guidance and support to their team to achieve organizational goals. 

Key Responsibilities

• Team Leadership (30%): Manage, mentor, and support a team of Implementation Specialists, providing guidance on day-to-day activities, and actively participating in client meetings. Act as a mentor to help grow and develop the team. 

• Implementation Oversight (25%): Oversee the execution of implementation projects, ensuring successful installation of hardware and user training on software solutions. Manage customer expectations and ensure projects are completed on time. 

• Customer Relationship Management (20%): Develop and maintain strong customer relationships, ensuring a high degree of customer satisfaction. Serve as the primary contact for client issues during the implementation phase and work towards swift resolution. 

• Technical Expertise (10%): Maintain a solid understanding of the technical components of implementation, including interfaces, network, and hardware, to support client understanding and ensure a smooth installation process. 

• Cross-Departmental Collaboration (10%): Collaborate with various business units within the company to address client requests and ensure successful outcomes. 

• Performance Monitoring and Development (5%): Monitor and report on the performance of Implementation Specialists, providing regular feedback and conducting performance reviews. Identify and address training and development needs to enhance team skills and performance. 

Minimum Requirement

Degree or equivalent experience. Typically requires 9+ years of professional experience and 1+ years of supervisory and/or management experience.

Education

BS degree or equivalent experience in electronic system installation, troubleshooting, and support. 

Critical Skills

• 5+ years of experience with implementation teams, with a strong background in healthcare information systems or inventory management systems. 

• Proficiency in software applications such as Microsoft Word, Excel, PowerPoint, Team and SmartSheet. 

• Excellent written and verbal communication skills. 

• Demonstrated ability to manage complex relationships in a team environment. 

• Familiarity with healthcare operational, clinical, or financial systems (e.g., EHRs, pharmacy inventory management systems). 

• Ability to build relationships and influence varied participants across all levels and functions. 

Working Conditions

• Traditional office environment with up to 80% travel required. 

• Large percentage of time performing computer-based work is required. 

This job description is intended to convey information essential to understanding the scope of the Manager, Implementation Team position. It is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the role. Other duties may be assigned as needed to meet company goals.