Counterpart Health - Implementation Manager

• 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. • 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. • 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.