Implementation Manager

Role Overview

Reporting to the Director, SaaS Implementation & Service Delivery, the Implementation Manager is a client-facing, hands-on implementation professional responsible for delivering successful implementation solutions, and establishing the foundation for long-term client relationships. This role includes a diverse set of responsibilities and requires collaboration with all members of the Medispend team. The ideal candidate will be intelligent, attentive to detail, flexible and comfortable working in a fast-moving, entrepreneurial environment.

Key Responsibilities

• Manage client implementations from Project Kickoff through Production deployment
• Develop and maintain project plans, milestones, goals, deliverables, risks and critical dependencies in collaboration with both internal and client stakeholders
• Effectively communicate project updates and expectations to team members and management in a timely and clear fashion
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans
• Facilitate client discovery and solution-design sessions, document decisions, and supported implementation approach within Medispend best practices
• Serve as primary solution lead and SME, translating client business requirements into supported configuration, workflow and technical solutions
• Manage and perform hands-on configuration
• Critical liaison between the Medispend development team and clients ensuring all milestones and technical dependencies are achieved on schedule and surpassing client expectations
• Review updates made by development team, support quality assurance and client user acceptance testing
• Oversee client acceptance testing - track issues and testing feedback, and coordinate resolution of critical items in alignment with the approved solution design, project scope, and supported functionality
• Diagnose client issues and escalate to development team
• Create training materials and documentation of client workflows, and conduct train-the-trainer sessions to support client readiness
• Provide cross-functional support to the Customer Success and Managed Services teams, contributing to customer support delivery, data management and remediation, and report generation based on workload and customer needs
• Contribute to the continuous improvement of the implementation team by identifying opportunities to improve delivery, developing and sharing best practices, and bringing forward practical ideas that strengthen client outcomes

Competencies Required:

• 5+ years’ experience in a SaaS or other high-tech environment.
• 5+ years’ experience in project management and implementing software solutions.
• Familiar with US and OUS Transparency and Compliance within the Life Sciences Industry
• Bachelor’s degree in Information Systems, Computer Science or related field preferred; PMP certification a plus
• Experience in Confluence, JIRA, Zendesk and Smartsheet a plus.

Knowledge, Skills and Abilities:

• Deep understanding of project management methodology, including project planning and risk management
• Demonstrated ability to build and maintain client relationships
• Strong oral and written communication, facilitation, negotiation, and organizational skills
• Proven track record of successfully manage expectations with client and stakeholders at all organizational levels
• Ability to manage multiple concurrent projects, shift priorities as required, remaining professional and calm under tight deadlines
• Exceptional ability to participate as an individual contributor and team player with high attention to detail in a dynamic, fast paced, entrepreneurial environment
• Excellent interpersonal skills with the ability to communicate effectively with all organization levels, build strong working relationships, and collaborative across internal teams
• Demonstrated proficiency in using both Mac and Windows MS Office Suite platforms including Word, Excel, PowerPoint and Outlook

What we provide:

• Merit-based compensation – Competitive base salary plus bonus
• Work from anywhere – Roles are open to candidates located anywhere in the US (United States)
• Unlimited PTO (Paid Time Off), including Paid Holidays and Sick Leave
• 401k+ Match
• Comprehensive health, dental, and vision insurance
• Paid Parental Leave
• Health and wellness perks including life & disability insurance, healthcare funding options like FSAs (Flexible Spending Accounts) and HSAs (Health Savings Account), Dependent Care, an EAP (Employee Assistance Program) program, discounts, Learning and Development

Working Conditions/Physical Demands:

This position is fully remote, with limited travel that may be required for occasional team meetings, training sessions, or business events. Work is performed primarily in a home-office environment using standard office equipment such as a computer, keyboard, mouse, and phone. Employees are expected to maintain a safe, ergonomic, and confidential workspace with reliable high-speed internet access suitable for professional remote work.

The role generally requires extended periods of sitting, viewing a computer screen, and communicating through written and verbal means. Occasional light physical activity (e.g., lifting materials or equipment up to 20 pounds) may be necessary.

Reasonable accommodations will be provided in accordance with the Americans with Disabilities Act (ADA) and other applicable laws to enable qualified individuals with disabilities to perform the essential functions of the job. Employees working remotely must ensure their workspace meets company standards for safety, ergonomics, and data security as outlined in organizational policy.

Disclaimer: This job description identifies the general duties and minimum level of skills required to perform this job.  It is not intended to represent a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned.

Notice for all applicants: we are seeking a permanent full-time employee, this is not a contractor position.

Notice for Colorado and Washington applicants: In compliance with applicable pay transparency laws, the expected annual base salary for this role is $80,000–$110,000, plus eligibility for bonus and benefits.

Medispend is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.