Senior Implementation Project Manager

Company Description

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice management, data, and billing solutions drive exceptional clinical and financial outcomes.

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more efficient, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com.

This role of the Senior Project Manager is to be responsible for the successful end-to-end onboarding of our software application, EchoVantage. The Sr. PM is accountable for the on time, on budget project completion while ensuring high quality customer satisfaction and achieving measurable benefits realization. The Sr PM manages the process around software configuration, build, test, customer training and deployment including both business process design as well as technical components. They are also instrumental in participating in the development and refinement of implementation tools and methodologies, as well as being Senior support to other Project Managers on the team.

Primary Responsibilities Of This Position

• Meet and maintain productivity goals
• Consult with new or established customers to identify current workflow needs, and identify solutions within the application
• Create customized and complex workflows for customers promoting full adoption of the product and enhancing interoperability within the customers facility
• Maintain an expected satisfaction rating from customers
• Up-selling of additional services when appropriate
• Serve as the point of contact for assigned new clinics by guiding them through their first 60 to 90 days of implementation through phone calls and emails
• Be the Subject Matter Expert in delivery practices and procedures to serve as a higher-level resource and escalation point person on your team
• Work directly with the Sales Team to ensure a smooth transition of new customers
• Utilizing strategies to reduce customer churn
• Manage and follow-up on tasks in a timely manner
• Ability to lead internal teams in enterprise implementation projects – consulting -delegating tasks – organizing groups and delivering on time
• Assist with process related questions during the customer’s transition
• Work closely with Professional Services Manager/Director of Enterprise Onboarding to establish efficient and balanced workflows that maximize efficiency and produce high levels of quality support and customer satisfaction
• Deliver professional consulting contracts to customers, analyzing needs of customers and identifying solutions with resources at hand
• Work closely with Product, Support, Development and leadership team to cascade needs and deliver solutions to new and existing customers
• Drive implementation cycle time to reach best in class

Core Competencies

• Expertise in customer support policies, standards, and procedures
• Outstanding interpersonal skills
• Expertise in understanding how the product and services work
• Outstanding leadership skills
• Confidence liaising with different levels of leadership and functional areas
• Expert understanding of the Substance Use and Recovery landscape – including clinical documentation, billing and reporting requirements
• Expertise in service request management process
• Experience in SaaS product
• Advanced process improvement skills
• Outstanding communication skills
• Advanced problem solving and analytical skills
• Outstanding customer service skills
• Advanced strategic planning and project management skills

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Qualifications

• Experience with Salesforce or other CRM tools
• Experience with helpdesk tools
• Capable of working with people of varied roles and abilities, including executive management
• 5+ years of healthcare SaaS industry experience is strongly preferred
• Accountability and personal organization are essential
• Able to work independently and is self-driven
• Results-oriented, possess outstanding customer facing skills, technical acumen, and customer-focused attitude
• Experience analyzing and optimizing existing processes
• Team player with solid communication and presentation skills
• Solid communication, listening and writing skills
• Foster positive business relationships. Demonstrated customer relationship and interpersonal skills
• Demonstrated ability to manage multiple, simultaneous, cross-functional work streams (Sales, Support, and Engineering)
• Excellent organizational, analytical, and problem-solving skills
• Four-year college degree preferred in business management, leadership, technology, or related field
• Travel is required
• Experience in all Microsoft Office tools

Additional Information

All your information will be kept confidential according to EEO guidelines.

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.

We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.

Therapy Brands is an equal opportunity employer.