Manager, SMB Onboarding

Elation Health’s SMB Customer Success team advises and guides our customers, ensuring they adopt Elation and continuously gain business value from our products. We are the trusted point of contact for Elation’s customers throughout their lifecycle: onboarding, adoption, advocacy, and renewal.

In this role, you will be part of our Implementation team, responsible for helping SMB customers deploy and adopt our solutions. Your role will be cross-functional in nature, working alongside and connecting Sales, Customer Support, Support Engineering, Partnerships, and Product, enabling you to experience multiple aspects of our fast-growing SMB segment.

This role requires exceptional communication skills, the ability to lead and support multiple customer needs simultaneously, and comfort explaining technology products to both executives and day-to-day users. In addition to this, you will champion, role model, and embed Elation’s values as you enable our customers’ to succeed from launch to scale.

Role and Responsibilities:

• Lead two critical functions within our SMB Onboarding team- the Technical Implementation Managers (TIMs) and Elation Billing Specialists.
• Improve our Onboarding processes and workflows to better support new Elation Health customers and differentiate our overall Onboarding experience.  This includes workflows for both our clinical and financial products.
• Partner with the other Onboarding Manager to support the entire SMB Onboarding program through unified thought leadership and action.
• Partner with our Small Group Sales team in meeting customer expectations and then with additional internal teams to ensure a premiere experience for our integrations and partner functionality.
• Own operational analysis to demonstrate process improvements and outcomes in customer experience and partner performance.  Drive team performance through internal measures and reporting.
• Provide visibility on implementation status and timelines to external and internal stakeholders, from project level to executive level.
• Create launch plans that include success criteria and a repeatable playbook for future implementations.

Professional Qualifications:

• 5+ years of experience in an implementation, strategic or management consulting role.
• 3+ years of managerial experience leading a team of more than three people.
• Experience implementing or working with Practice Management Systems or RCM services
• Excellent at project management and gaining stakeholder buy-in, including at executive level
• Proven track record of successful, on-time IT implementations
• Demonstrated success in executing cross-functional process improvement projects
• Proven expertise in a complicated, matrixed, customer-facing operating environment
• Product or Partner management experience a plus, with an emphasis on proven attainment that drives better customer experiences
• Sales and Customer Success experience strongly preferred
• Salesforce experience is a huge plus
• Enterprise SaaS experience preferred

Salary: $110.000 – 130,000 USD