Sr. Client Implementation Manager

About Us

At Kalderos, we are building unifying technologies that bring transparency, trust, and equity to the entire healthcare community with a focus on pharmaceutical pricing.  Our success is measured when we can empower all of healthcare to focus more on improving the health of people. 

That success is driven by Kalderos’ greatest asset, our people. Our team thrives on the problems that we solve, is driven to innovate, and thrives on the feedback of their peers. Our team is passionate about what they do and we are looking for people to join our company and our mission.

That’s where you come in! We're looking for a Senior Client Implementation Manager to fill a pivotal new role. This person will oversee all facets of implementation into large complex pharmaceutical manufacturers including, but not limited to, initiation, planning, design, execution, monitoring of task completion and holding both internal and external stakeholders accountable. This individual must excel in attention to detail and communication with multiple parties, stakeholders, tasks, and deadlines.

Travel to customer locations may be required up to 50% of time.

What You'll Do:

Core Onboarding Ownership & Management:

• Own the entire client onboarding process, acting as the main point of contact and project manager.
• Develop and execute Onboarding Implementation Plans in collaboration with Product, Engineering, Sales Executives and Customer Success Managers (CSMs).
• Ensure successful and timely onboarding of new clients, holding accountability for outcomes.
• Develop transition strategies/playbooks to hand off accounts to CSMs after onboarding.
• Set and track KPIs related to time to value, product adoption, and customer satisfaction, reporting these metrics to executive leadership.
• Provide an exceptional customer experience ensuring each stage of the onboarding process provides a top-tier customer experience, establishing a strong foundation for long-term success.

Process Improvement & Strategy:

• Improve and develop playbooks to document the onboarding process and best practices, focusing on achieving value, client confidence and risk mitigation
• Implement strategies to enhance "Time to Value" and drive product adoption.
• Identify and eliminate roadblocks to clients' goals, partnering with all relevant internal and external stakeholders.
• Develop & maintain implementation guide
• Refine processes and create tools/deliverables (e.g., client-facing materials, training materials, project plans).

Collaboration & Communication:

• Collaborate cross-functionally (Sales, Product, Engineering, Finance, CS, etc.) to ensure a seamless transition and cohesive client experience.
• Facilitate pre and post-contract discussions between Sales, CS, and clients to ensure optimal knowledge transfer.
• Work with clients and CSMs to define success and align value delivery plans.
• Collaborate with the CS team to develop strategic plans aligned with client goals.
• Report on onboarding progress and success internally, including to Executive Leadership.
• Champion the voice of the client within the organization.

Risk Management & Performance:

• Develop and execute change management/adoption strategies, ensuring continuous communication and mitigating risks.
• Proactively identify and address risks, crafting contingency plans and escalation procedures.
• Utilize client success technology to track client interactions and progress.
• Monitor metrics and KPIs, using data-driven insights to identify trends and areas for enhancement.
• Reporting & Insights: Set and track KPIs related to time to value, product adoption, and customer satisfaction, reporting these metrics to executive leadership.
• Exceptional Client Experience: Ensure each stage of the onboarding process provides a top-tier client experience, establishing a strong foundation for long-term success.

What you’ll bring:

• Bachelor’s degree in business, science, technology, or healthcare administration field, or equivalent experience.
• Minimum of 7 years of experience in project management and/or implementation with a proven successful record in onboarding complex client software engagements.
• Experience with systems integration (API, EDI, FTP) from a business process standpoint.
• A results-oriented approach, with a track record of revenue-driving success and demonstrated success leading client implementations.
• Proven track record of establishing oneself as a strategic, trusted advisor to industry-leading clients.