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Director of Implementation

Customer Success

About Us

PatientIQ is a fast-growing health tech company empowering healthcare providers, industry, researchers, and others to collaborate on the mission to improve patient outcomes. PatientIQ is headquartered in Chicago and backed by top-tier venture capital, major hospital investors, and a talented team.

About the Role

PatientIQ’s Customer Success team owns all aspects of the customer relationship across a client base, including hundreds of world-class hospitals and thousands of healthcare providers. As the Director of Implementation, you will report to the VP of Customer Success and be responsible for ensuring the successful launch of new customers on the PatientIQ platform. This role requires critical thinking, detailed project management skills, and the ability to work in a fluid environment to ensure PatientIQ is delivering a streamlined implementation process and quickly delivering value to its customers. The implementation process is a critical stage of the customer journey and lays the foundation for customers to achieve their short and long-term business goals.

What You Will Do

  • Own the implementation and onboarding process for new customers, including managing both the PatientIQ platform and electronic health record interface configuration.
  • Act as a subject matter expert on implementations and present to key customer stakeholders / C-Suite on project status and goals attainment
  • Establish clearly defined goals, objectives, responsibilities, and deliverables for each member of the implementation team
  • Serve as project manager and work in collaboration with a team of Customer Success Analysts and other technical stakeholders to deliver efficient and effective onboardings
  • Continuously identify, document, and execute opportunities to improve the implementation process.
  • Lead assigned internal initiatives to accelerate the growth of PatientIQ, including (but not limited to) product and workflow enhancements.
  • Work with the VP of Customer Success and other functional stakeholders to improve cross-functional processes impacting customers’ time to first value.
  • Communicate and appropriately escalate risks to implementation timelines to management as needed.
  • Report out key implementation metrics to executives at PatientIQ


What You Will Likely Need

  • 5+ years of experience working with enterprise customers in technology implementation or Project Management.
  • 2+ years of people management with team growth and department leadership experience.
  • A bachelor’s degree; knowledge of healthcare integrations, cybersecurity and firewall infrastructure are highly desirable. An MBA is an added advantage.
  • Project Management certifications are an added plus.
  • Excellent ability to delegate tasks and prioritize team’s work.
  • Demonstrates a strong drive for efficiency, resolving problems, and getting the work done in a timely, quality-focused manner.
  • Have a customer-focused mindset with a sense of empathy and strong follow-up skills.
  • Fluent in English with excellent listening, oral, and written communication skills.
  • Demonstrated ability to adapt to a fast-paced and changing technical environment.


Why You Should Work Here?

PatientIQ was recently selected as one of the top 50 "Best Small Companies to Work For in Chicago" and we pride ourselves on our team culture and shared passion for working together to solve meaningful problems in health care to improve patient lives. Check out a few of our benefits below:

  • Great Benefits - top-notch health, dental and vision insurance. Additional perks available including 401K.
  • We are Mission Driven - our team is motivated to solve complex problems, drive medicine forward, and ultimately improve patient outcomes.
  • True Idea Meritocracy - great ideas win out. We encourage all team members to challenge the status quo because our mission demands this.
  • Flexible Time Off - we trust you to take the time you need when you feel it is appropriate, given your workload and responsibilities. No need to track it or save up.
  • World-Class Team - we’re at the top of our industry because of our employees. They’re the best investment we can make, and we never forget that.
  • Fast Growing - we are building the largest platform for healthcare providers, industry partners, researchers, and others to collaborate on the mission to improve patient outcomes.