The Opportunity
The Implementation Project Lead serves as the operational lead responsible for coordinating and driving customer implementations from contract signature through successful go-live and post-implementation stabilization.
This role sits at the intersection of project management, customer engagement, operational coordination, and technical implementation support. The position is responsible for managing multiple concurrent implementation projects while maintaining accountability to timelines, deliverables, customer communication, and operational execution.
Acting as a key bridge between customers and internal teams including Sales, Product, Engineering, and Support, the Implementation Project Lead is responsible for maintaining implementation momentum, proactively identifying risks, coordinating cross-functional deliverables, and ensuring customers remain informed and supported throughout the onboarding process.
This role requires strong organizational discipline, exceptional communication skills, emotional intelligence, and the ability to balance empathy with accountability. The individual must also demonstrate sound judgment and the ability to promptly escalate issues, risks, or blockers without hesitation once all appropriate validation steps and internal protocols have been completed, ensuring timely resolution and minimizing operational impact.
What You'll Do
Implementation Project Management
Lead the full implementation lifecycle from contract signature through go-live and post-implementation stabilization.Develop structured project plans outlining timelines, milestones, owners, deliverables, and dependencies.Manage multiple implementation projects simultaneously while maintaining clear organization and project visibility.Coordinate implementation activities across internal teams including Product, Engineering, Support, and Sales.Monitor project progress and proactively identify risks, delays, operational blockers, or stakeholder gaps.Maintain accountability to implementation timelines and customer commitments.System Configuration and Integration
Coordinate platform configuration activities based on each customers operational workflows and technical environment.Support workflow configuration, product feature enablement, integration coordination, and implementation readiness activities.Coordinate integration efforts involving pharmacy management systems, EHR platforms, APIs, or operational systems.Troubleshoot basic configuration or integration issues and coordinate with engineering teams regarding technical challenges.Customer Onboarding and Stakeholder Management
Serve as the primary point of contact for customers throughout the implementation process.Conduct project kickoff meetings to establish implementation scope, timelines, stakeholder responsibilities, and customer expectations.Maintain proactive and consistent communication with customers to ensure alignment throughout onboarding.Help de-escalate customer concerns while maintaining professionalism, empathy, and implementation momentum.Hold internal teams and customer stakeholders accountable for project commitments and action items.Implementation Process Development
Document implementation processes, onboarding workflows, operational playbooks, and customer-facing procedures.Create repeatable templates, checklists, tracking systems, and documentation to support scalable implementations.Identify opportunities for operational improvement based on implementation outcomes and lessons learned.What You Bring
Required Qualifications:
36+ years of experience in software implementation, project management, customer onboarding, customer success, or related SaaS implementation roles.Demonstrated experience managing multiple concurrent projects involving multiple stakeholders and cross-functional teams.Excellent verbal and written English communication skills required.Healthcare technology, pharmacy systems, or SaaS experience is considered a plus but not required.Ability to maintain organization, professionalism, and accountability under pressure.Demonstrate ability to identify implementation risks, validate issues thoroughly, and escalate critical matters in a timely manner to support operational continuity and customer success.Technical Skills
Basic technical troubleshooting and operational problem-solving skills.Understanding of SaaS applications, APIs, integrations, and operational workflows.Familiarity with system configurations, onboarding processes, and implementation coordination activities.Ability to communicate effectively with technical and non-technical stakeholders.Compensation & Benefits
Competitive base salary commensurate with experiencePerformance bonus tied to implementation quality, customer satisfaction, and milestone deliveryComprehensive health plan (medical, dental, vision)401(k) planRemote-flexible work environment with a high-trust, results-oriented cultureDirect exposure to leadership and real ownership of a function that shapes the company's reputation Read LessThe Opportunity
The Software Support Managerplays a critical role in ensuring the stability, efficiency, and operational effectiveness of customer-facing support services and software support operations. This position is responsible for overseeing day-to-day support activities, managing technical issue resolution workflows, guiding the support team, and ensuring operational processes and documentation enable timely and high-quality support delivery.
This role is fully focused on operational support management, technical troubleshooting coordination, escalation handling, and continuous improvement of support processes. The Software Support Manager serves as a key escalation point for complex technical issues and collaborates closely with internal departments including Engineering, Product, Implementation, and Operations to identify root causes, resolve operational challenges, and improve overall system and support performance.
The ideal candidate is highly organized, operationally driven, technically capable, and comfortable operating in fast-paced, high-accountability environments that require urgency, professionalism, strong communication, and consistent follow-through.
What You'll Do
Support Operations Management
Lead and manage a team of 46 Level 1 Support Engineers,providingdaily operational guidance, coaching, accountability, and performance feedback.Monitor ticket queues, support metrics, escalation activity, and response timelines to ensure service expectations are consistently met.Implement andmaintainstructured workflows for ticket prioritization, escalation management, issue tracking, and resolution processes.Identifyoperational bottlenecks and opportunities to improve support efficiency, ticket resolution times, and overall service quality.Ensuresupport ofoperationsto remainorganized, responsive, and aligned with internal service standards and operational expectations.Technical Issue Resolution & Escalation
Serve as the primary Level 2 escalation point for complex, high-priority, or unresolved technical issues.Investigate incidents by reviewing system logs, analyzing platform behavior,validatingdata, and executing SQL queries when necessary.Coordinate closely with Engineering teams (Level 3 support) when issues require advanced troubleshooting, system modifications, or product fixes.Ensure technical issues are properly documented, categorized, prioritized, and tracked through final resolution.Maintain visibility into operational risks, recurring incidents, and unresolved technical concerns.Root Cause Analysis & Continuous Improvement
Perform root cause analysis for recurring incidents and implement corrective actions aimed at preventing repeat issues.Analyze support trends, recurring ticket categories, and operational pain points toidentifyimprovement opportunities.Collaborate with internal teams to translate operational challenges into actionableprocesses,workflow, or product improvements.Assistin developing scalable operational procedures and support standards that improve long-term service delivery.Customer Support & Communication
Maintain professional, responsive, and solution-oriented communication with pharmacy clients and customer stakeholders.Ensure customer concerns, escalations, and operational issues are handled with urgency, professionalism, and accountability.Communicate technical issues and resolution updates clearly to both technical and non-technical audiences.Support proactive communication efforts when operational risks or potential service-impacting issues areidentified.Knowledge Management & Documentation
Own andmaintaininternal and external support documentation, troubleshooting resources, operational procedures, and knowledge base materials.Ensurefrequentlyreported issues and resolution steps are documented accurately and consistently.Develop operational guides, workflows, and documentation standards that support team efficiency and consistency.Team Development
Coach and mentor support engineers to strengthen technical troubleshooting, operational discipline, communication, and customer support skills.Provide ongoing performance feedback, development support, and accountability management.Ensure individual performance metrics and Key Performance Indicators (KPIs) are consistently achievedin accordance withoperational expectations.Foster a culture of ownership, accountability, collaboration, urgency, and continuous improvement.What You Bring
Required Qualifications:
58 years of experience in software support operations, technical support leadership, SaaS operations, engineering coordination, or related technical leadership roles.Strong working knowledge of SaaS platforms, web-based applications, and operational support environments.Experience working with SQL and relational databases for troubleshooting, validation, or operational analysis.Experience using ticketing and support management platforms such as Zendesk, Jira, Freshdesk, or similar systems.Strong analytical and troubleshooting skills with the ability toidentifyoperational and technical issues effectively.Excellent verbal and written English communication skillsrequired.Fluency in Englishrequired; Spanish strongly preferred.Experience supporting healthcare technology, pharmacy systems, or regulated operational environments strongly preferred.