Customer Implementation Manager

Job description

The Customer Implementation Project Manager is responsible for managing new customer implementations assigned to them. They will act as the quarterback of the implementation process and work with leaders and individual contributors from various teams to ensure all action items are completed and all deadlines/deliverables are met. The Implementation Project Manager will be responsible for scheduling and leading all internal implementation meetings for implementations and driving clear communication throughout the implementation process. This position will work closely with external key stakeholders and the following internal teams: Sales, Account Management, Supply Chain, Installation, Field Services, Plant Operations, Clinical Education, and any other teams involved in the implementation process. ### What you will do - Lead end-to-end customer implementations from project handoff through installation, go-live, and transition to ongoing support. - Serve as the primary point of contact and project lead for customers throughout the implementation lifecycle. - Develop and maintain project plans, including scope, milestones, timelines, deliverables, dependencies, and risks. - Facilitate customer kickoffs, implementation meetings, readiness reviews, and post-launch follow-up activities. - Coordinate cross-functional teams including Sales, Account Management, Operations, Supply Chain, Installation, Technology, Clinical Education, Training, and Client Success. - Drive accountability for project deliverables, action items, and deadlines across internal and external stakeholders. - Monitor implementation progress, proactively identify risks, and develop mitigation plans to keep projects on track. - Maintain project documentation, status reports, risk logs, action plans, and launch readiness materials. - Manage scope changes and ensure implementation requirements are documented and communicated effectively. - Identify opportunities to improve implementation processes, tools, workflows, and the overall customer experience. ### What we are looking for - Bachelor's degree or equivalent combination of education and experience. - Experience managing customer implementations, onboarding programs, client delivery initiatives, operations projects, or related project management activities. - Experience in healthcare, healthcare services, health technology, clinical operations, medical waste, or another regulated industry. - Proven success leading complex, cross-functional implementation or deployment projects. - Strong project management skills, including planning, dependency tracking, risk management, issue resolution, change control, and status reporting. - Experience using project management platforms, CRM systems such as Salesforce, and collaboration tools. - Exceptional organizational skills with strong attention to detail and follow-through. - Ability to work independently, prioritize competing demands, and make sound decisions in a dynamic environment. - Strong communication and stakeholder management skills with the ability to influence without direct authority. ### Why work for us - **Job Stability** – As an essential service to healthcare, Daniels Health is non-seasonal and recession-proof - **Comprehensive Benefits** – Medical, Dental, and Vision Insurance effective on **Day One**; Paid Short-Term Disability; Company-sponsored Life Insurance; Voluntary Long-Term Disability and Accident Insurance - **401K Matching Plan** – 50% employer match on up to 6% contribution (up to 3% employer contribution) with a 5-year vesting schedule and **no waiting period** on the match - **Permanent Position** – Full-time, 40 hours per week with long-term career potential - **Mission-Driven Work** – Be part of a company that’s making healthcare safer and more sustainable through innovative waste management solutions - **Growth & Development** – Opportunities to expand your skills in leadership, data analysis, and cross-functional collaboration within a supportive and evolving organization