Job Description
As a pioneering value-based care (VBC) technology platform, arenaflex is purpose-built to solve the most pressing real-world challenges faced by providers and health-plan organizations today. By unifying retrieval, clinical intelligence, risk adjustment, quality improvement, and member management solutions into one intelligent, AI-powered system, arenaflex streamlines fragmented workflows to supercharge productivity, enhance care quality, and optimize performance on high-priority value-based initiatives.
We are seeking an Experienced Customer Implementation Manager to lead implementations of the Clinical Intelligence Health platform. This role will oversee customer onboarding projects from initiation through go-live, ensuring delivery of high-quality outcomes, customer satisfaction, and seamless integration with electronic health record (EHR) systems. The role works collaboratively with teams across Sales, Customer Success, Engineering, Product, Data Governance, and Clinical Operations.
### Key Responsibilities
- Oversee the full implementation lifecycle for new customers and platform expansions, ensuring timely delivery, quality outcomes, and high customer satisfaction.
- Serve as the primary project manager on implementation initiatives, managing scope, timeline, risks, and stakeholder communication.
- Collaborate closely with Sales, Customer Success, Product, Engineering, Data Governance, and Clinical Operations to ensure alignment throughout the implementation lifecycle, enabling seamless delivery to the customer.
- Serve as the voice of the customer in technical and design discussions, helping define business requirements and translate them into actionable solutions.
- Troubleshoot technical issues in real-time, coordinating with internal teams and customer stakeholders to resolve blockers.
- Guide EHR integration workflows, including FHIR and custom API implementations across major platforms (e.g., Epic, Cerner, athenahealth).
- Partner with Engineering and Data Governance to validate data flows and ensure configurations align with customer workflows and API-based integration.
- Ensure accurate execution of commitments outlined in Statements of Work (SOWs).
- Monitor and report on implementation performance, customer satisfaction, and team capacity metrics.
- Continuously improve implementation processes, documentation, and internal knowledge sharing.
- Provide input to Product and Engineering based on implementation experience and customer feedback.
- Support high-impact customer and internal initiatives in partnership with Customer Success and technical teams.
- Stay current on industry trends and best practices for SaaS and healthcare IT implementations.
- Promote a culture of knowledge sharing across the organization to strengthen domain expertise.
### Qualifications and Qualities
- Bachelor's degree from a four-year college or university (preferred fields: Health Administration, Computer Science, Information Systems, Business).
- 3–5+ years of experience in SaaS or healthcare IT implementations, including experience in customer-facing role.
- Proven ability to lead cross-functional teams through requirements gathering, implementation planning, and go-live execution.
- Demonstrated ability to build and maintain strong customer relationships.
- Strong understanding of healthcare integration standards such as HL7, FHIR, and RESTful APIs.
- Experience integrating with leading EHR systems (Epic, Cerner, athenahealth, etc.).
- Experience with user acceptance testing, software QA, and resolving implementation-related issues.
- Familiarity with healthcare workflows, clinical operations, and billing/claims processes.
- Excellent communication and problem-solving skills, with the ability to translate technical topics for non-technical audiences.
- Experience with project management tools (e.g., Jira or similar platforms).
- Comfortable working in fast-paced, remote environments with shifting priorities.
### What You'll Receive
- Competitive pay
- Medical, Dental, and Vision benefits including HSA/FSA
- 401k with Employer Match
- 100% paid short-term and long-term disability insurance
- PTO plan and 10 paid company holidays
### Salary Range
$100,000 - $125,000 / annually
Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
### Work Environment and Company Culture
At arenaflex, we foster a culture of innovation, collaboration, and continuous learning. Our team is passionate about delivering exceptional value to our customers and making a meaningful impact in the healthcare industry. We prioritize work-life balance, offer flexible remote work options, and provide opportunities for professional growth and development.
### How to Apply
If you're a motivated and experienced professional looking to join a dynamic team and make a difference in the healthcare industry, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
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