Implementation Manager

About Koa Health

Koa Health is a fast-growing company focused on delivering innovative digital mental health solutions to healthcare providers. The company is currently in a stage of growth and is actively seeking a highly skilled and enthusiastic Implementation Manager to join the business. If you share our passion and are looking to make a meaningful impact in a flexible role, we’d love to hear from you.

As an Implementation Manager, you will own and drive the critical implementation processes and project execution for new clients and/or partners, globally. Working closely with the Koa Health Sales team and directly with prospects to capture and document essential project requirements.

This customer-facing role will quickly ramp up and will collaborate cross-functionally to help organize all activities necessary for a successful launch, including supporting sales discovery, solution identification, design, development, and successful launch.

Additionally, this role will help refine our new client implementation, communication delivery, and tracking processes for future customers and channel partners.

Responsibilities:

• Own overall implementation from end to end, both internally and externally, with client teams.
• Collaborate with commercial, product development, and customer success teams to understand client requirements and develop implementation plans.
• Work closely with product strategy teams to convert initial launch and expansion vision into tactical implementation plans.
• Lead kick-off meetings with clients to establish project timelines, goals, and deliverables.
• Partner with clients to successfully launch Koa Health products within their organization.
• Act as the critical liaison between the client and cross-functional teams at Koa Health to drive day-to-day implementation activities.
• Develop and maintain project schedules, ensuring that all tasks are completed on time and within clear client communication.
• Build strong relationships with cross-functional teams, both externally and within Koa Health.
• Develop and project manage a detailed project schedule and working plan involving all relevant stakeholders and cross-functional partners while closely monitoring the status of key deliverables.
• Track and report on implementation progress and critical risks and issues.
• Escalate risks to leadership as necessary.
• Work collaboratively to define and optimize processes for effectiveness, efficiency, and consistency and creation of best practices.
• Support the creation of a playbook to guide the implementation process with additional customers.
• Develop tools to manage projects and track critical decisions, communication, issues, problem areas, schedule delays, or other events that could affect project scope or completion.
• Support the Delivery team in additional projects as needed.

Required experience

• Bachelor’s Degree in a related field
• 4+ years of project management experience
• Experience in healthcare or related fields working with employer groups, payers, and providers.
• Start-up ready mindset - progress over polish, able to exhibit comfortableness with ambiguity
• Exceptional communication skills with strong interpersonal skills and experience in customer-facing roles.
• Fast-paced startup experience and ability to quickly ramp up and understand the technical work of many different teams.
• Experience working with cross-functional teams; product development exposure a plus.
• Strong understanding of software implementation methodologies and best practices.
• Organized and detail-oriented with demonstrated success running implementation projects, including project plan definition through execution
• High-level technical knowledge and understanding of liaising with and understanding the tasks of product, development, engineering, and research teams.
• Intellectually curious, able to self-start, run solution discovery, and exhibit a proactive ownership mentality.
• Experience working with project management tools, Jira, HubSpot, Asana, CRM tools, Google Suite, and Microsoft Office, (e.g., Salesforce, Jira, etc.).
• Familiarity with the mental health space and digital health trends
• Flexibility to travel occasionally for client meetings or on-site support.