Implementation Manager

Job description

Counterpart: Value-based care, at the point of care. At Counterpart Health, we are transforming healthcare and improving patient care with our innovative primary care tool, Counterpart Assistant. By supporting Primary Care Physicians (PCPs), we are able to deliver improved outcomes to our patients at a lower cost through early diagnosis and longitudinal care management of chronic conditions. We are hiring an Implementation Manager on the Counterpart Assistant team. In this role, you will lead the customer-facing work of bringing new provider practices and TINs from late-stage prospects through successful launch on Counterpart Assistant. You will partner closely with account management to hand off new customers, own the customer relationship through implementation, and drive each launch to completion on time and at quality. You will independently lead multiple concurrent implementations and the cross-functional work that makes each launch happen. Partnering with account management, support, product, and engineering internally and with providers, office managers, and clinical leads on the customer side: you will drive accountability across every stakeholder and deliver results through influence. Beyond running individual launches, you will help shape the implementation playbook itself — identifying what slows launches down, proposing changes, and driving improvements that reduce time-to-launch and lift customer satisfaction. Strong project management fundamentals, clear customer communication, working knowledge of clinical data, and technical fluency will let you keep complex, multi-stakeholder launches on track. ### **As an Implementation Manager, you will:** - Own the customer relationship through implementation: you are the primary point of contact for the customer's technical implementation from project kickoff to post go live steady state. - Lead end-to-end project plans for multiple concurrent, multi-step implementations, keeping internal and customer teams aligned on scope, timeline, and status. - Partner cross-functionally with account management, support, product, and engineering to unblock issues, coordinate handoffs, and keep implementations moving on schedule. - Own the outcomes of each implementation: surface risks early, drive resolution across teams, and hold each launch accountable to its target date and quality bar. - Apply technical judgment to monitor and address potential integration issues that arise during implementations, working alongside product and engineering to ensure a successful integration and product launch. - Drive continuous improvement of the implementation process: define and refine the playbook, tooling, and templates that reduce time-to-launch and raise the quality bar for every customer experience. - Represent the customer's voice internally — capture feedback and pain points from implementations and channel them to product, engineering, and support to improve future launches. **Success in this Role Looks Like:** - Over the first 90 days, you hit the ground running: shadowing active implementations, learning the moving parts of the process (standard EHR integrations, internal system configurations and project plans), and taking ownership of your first launch. - Within the first 6 months, you are the customer-facing lead on multiple concurrent implementations, delivering launches on time and with a high customer satisfaction bar. Customers describe you as trusted, responsive, and a reason they feel confident in Counterpart. - You have identified at least one meaningful improvement to the implementation process — a template, a workflow change, a handoff refinement — and driven it to adoption across the team. - Over time, your performance is measured by the consistency, speed, and on-target delivery of customer implementations, by the strength of the relationships you build with customer stakeholders throughout the process, and by the cumulative improvements you drive into the implementation playbook itself. ### **You should get in touch if:** - You have 5-8 years of experience leading technical product implementations in a customer-facing role, with a strong track record of on-time, high-quality launches — and of running multiple implementations in parallel. - You have 2+ years of experience in healthcare technology implementations working with provider practices, ideally including EHR standard integrations. - You have exceptional customer-facing skills — you build trust quickly with providers, office managers, and clinical leads, communicate clearly under pressure, and manage escalations calmly and directly. - You are an expert in project management: you set the plan, track it, and drive accountability across internal and customer teams that don't report to you. - You have strong technical judgment and are comfortable diagnosing potential integration issues and scope creep of the overall project. - You are a strong communicator, clearly documenting project status and potential risks internally and externally. - You are motivated by process improvement: you notice friction in the way work gets done, propose better approaches, and drive them to adoption without needing a mandate. - You lead through influence, not authority: you know how to align stakeholders, resolve conflict, and hold the room accountable to outcomes. --- **Benefits Overview**: - **Financial Well-Being**: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions. - **Physical Well-Being**: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare. - **Mental Well-Being**: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. Additionally, we embrace a remote-first culture that supports collaboration and flexibility, allowing our team members to thrive from any location. - **Professional Development**: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews. *Additional Perks:* - Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities - Reimbursement for office setup expenses - Monthly cell phone & internet stipend - Remote-first culture, enabling collaboration with global teams - Paid parental leave for all new parents - And much more! --- **About Counterpart Health:** In 2018, Clover Health set out to do something unprecedented: build a clinically intuitive, AI-enabled solution that fits within physicians' workflows to help support the earlier diagnosis and management of chronic conditions. Years later, that vision is a reality, with thousands of practitioners using Counterpart Assistant during patient visits to improve disease management, reduce medical expenses, and drive success in value-based care. With an exceptional team of value-based care and technology experts, Counterpart Health is driving value-based care at the speed of software. Counterpart Health is a subsidiary of Clover Health. From Clover’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, perspectives, opinions, and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility. --- #LI-Remote *Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.**We are an [E-Verify](https://www.e-verify.gov/?utm_medium=search&utm_source=google&utm_campaign=everify2018&utm_content=bg_Branded_Everify_General_English_BMM_E_Verify&utm_keyword=everify) company.* --- Final pay is based on several factors including but not limited to internal equity, market data, and the applicant’s education, work experience, certifications, etc. A reasonable estimate of the base salary range for this role is: $96,200—$125,000 USD