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. 

Job Description

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 

• 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 
• Drive implementation cycle time to reach best in class 
• Be the Subject Matter Expert in delivery practices and procedures to serve as a higher-level resource and escalation point person on your team 
• 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 
• Work directly with the Sales Team to ensure a smooth transition of new customers 
• Assist with process related questions during the customer’s transition 
• 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 
• Ability to lead internal teams in enterprise implementation projects – consulting -delegating tasks – organizing groups and delivering on time 
• Up-selling of additional services when appropriate 
• 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 
• Utilizing strategies to reduce customer churn 
• Manage and follow-up on tasks in a timely manner 
• Meet and maintain productivity goals 
• Maintain an expected satisfaction rating from customers 

Core Competencies 

• Outstanding leadership skills 
• Outstanding communication skills 
• Outstanding interpersonal skills 
• Outstanding customer service skills 
• Advanced process improvement skills 
• Advanced problem solving and analytical skills 
• Advanced strategic planning and project management skills 
• Expertise in customer support policies, standards, and procedures 
• Expertise in service request management process 
• Expertise in understanding how the product and services work 
• Experience in SaaS product 
• 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 

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Qualifications

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