Implementation Manager

As an Implementation Manager at Abridge, you will play a critical role in ensuring the successful deployment and implementation of Abridge products and services with our customers. You will be the primary point of contact for our valued partners and you will be the driving force behind seamless project execution. You’ll use your exceptional communication skills as you work closely with internal and external stakeholders to deliver projects on time, while exceeding the needs and expectations of our users.

Ideally, you thrive in a startup environment, specifically with a culture that’s built on seeing obstacles as opportunities, having a bias toward execution, being a little nerdy and perpetually curious, and helping teammates succeed.

Your responsibilities:

• Lead customer implementations and serve as the primary point of contact for Abridge’s partners during their initial deployments. Be the person who instills confidence + trust in our partners and team, drives on-time implementations with high NPS, and ensures our pilots convert to full enterprise partnerships.
• Own the creation, coordination, and execution of project plans, in collaboration with internal and external cross-functional teams.
• Accountable for leading through each of the project phases, including kickoffs, technical configuration, testing, clinician training, go-live, and post-live stabilization.
• Identify and manage project risks and issues, and develop contingency plans as needed.

• Set the standard for what incredible communication looks like. Communicate project progress and issues to internal and external stakeholders in a timely and transparent manner.
• Develop and execute against comprehensive testing plans with our most strategic partners, including tracking all issues, triaging, and driving towards daily testing goals.

• Collaborate with support and operational management to identify and implement areas for process and tool improvements in a dynamic and growing environment.
• Participate in the creation of repeatable processes that will scale with the growing number of concurrent implementations our team will need to support.

To be successful in this role, you:

• Have a track record of driving successful healthcare technology implementation projects from initiation to completion.
• Excel at communication and can synthesize information in a concise way.
• Are extremely organized and detail oriented. You’re able to manage multiple priorities at once, while maintaining attention to detail and quality.
• Can work with speed and are results driven. You seek continuous process improvement, driven by efficiency. Your role will involve rapid decision-making, quick execution, and maintaining an unwavering commitment to precision and quality in every aspect of implementation.
• Build strong relationships with various stakeholders at our partner sites, to ensure a long lasting partnership.
• Have the ability to smell smoke and escalate early, with proposed solutions.
• Are creative and scrappy with strong problem solving skills, tactful conflict resolution skills, and a bias to action.
• Have 3+ years of experience in project management, with a focus on software deployment and implementation at B2B companies.
• Experience implementing electronic record systems and leading through build and testing phases. (Epic is a definite plus.)

Ideally, you have:

• Familiarity with systems requiring strict adherence to privacy and security protocols.
• Knowledge of tiered support organizations and escalation protocols.