**Experienced Customer Implementation Manager – Value-Based Care Technology Platform**

As a pioneering value-based care (VBC) technology platform, arenaflex is purpose-built to solve the most pressing real-world challenges faced by providers and health-plan organizations today. By unifying retrieval, clinical intelligence, risk adjustment, quality improvement, and member management solutions into one intelligent, AI-powered system, arenaflex streamlines fragmented workflows to supercharge productivity, enhance care quality, and optimize performance on high-priority value-based initiatives. We are seeking an Experienced Customer Implementation Manager to lead implementations of the Clinical Intelligence Health platform. This role will oversee customer onboarding projects from initiation through go-live, ensuring delivery of high-quality outcomes, customer satisfaction, and seamless integration with electronic health record (EHR) systems. The role works collaboratively with teams across Sales, Customer Success, Engineering, Product, Data Governance, and Clinical Operations. ### Key Responsibilities - Oversee the full implementation lifecycle for new customers and platform expansions, ensuring timely delivery, quality outcomes, and high customer satisfaction. - Serve as the primary project manager on implementation initiatives, managing scope, timeline, risks, and stakeholder communication. - Collaborate closely with Sales, Customer Success, Product, Engineering, Data Governance, and Clinical Operations to ensure alignment throughout the implementation lifecycle, enabling seamless delivery to the customer. - Serve as the voice of the customer in technical and design discussions, helping define business requirements and translate them into actionable solutions. - Troubleshoot technical issues in real-time, coordinating with internal teams and customer stakeholders to resolve blockers. - Guide EHR integration workflows, including FHIR and custom API implementations across major platforms (e.g., Epic, Cerner, athenahealth). - Partner with Engineering and Data Governance to validate data flows and ensure configurations align with customer workflows and API-based integration. - Ensure accurate execution of commitments outlined in Statements of Work (SOWs). - Monitor and report on implementation performance, customer satisfaction, and team capacity metrics. - Continuously improve implementation processes, documentation, and internal knowledge sharing. - Provide input to Product and Engineering based on implementation experience and customer feedback. - Support high-impact customer and internal initiatives in partnership with Customer Success and technical teams. - Stay current on industry trends and best practices for SaaS and healthcare IT implementations. - Promote a culture of knowledge sharing across the organization to strengthen domain expertise. ### Qualifications and Qualities - Bachelor's degree from a four-year college or university (preferred fields: Health Administration, Computer Science, Information Systems, Business). - 3–5+ years of experience in SaaS or healthcare IT implementations, including experience in customer-facing role. - Proven ability to lead cross-functional teams through requirements gathering, implementation planning, and go-live execution. - Demonstrated ability to build and maintain strong customer relationships. - Strong understanding of healthcare integration standards such as HL7, FHIR, and RESTful APIs. - Experience integrating with leading EHR systems (Epic, Cerner, athenahealth, etc.). - Experience with user acceptance testing, software QA, and resolving implementation-related issues. - Familiarity with healthcare workflows, clinical operations, and billing/claims processes. - Excellent communication and problem-solving skills, with the ability to translate technical topics for non-technical audiences. - Experience with project management tools (e.g., Jira or similar platforms). - Comfortable working in fast-paced, remote environments with shifting priorities. ### What You'll Receive - Competitive pay - Medical, Dental, and Vision benefits including HSA/FSA - 401k with Employer Match - 100% paid short-term and long-term disability insurance - PTO plan and 10 paid company holidays ### Salary Range $100,000 - $125,000 / annually Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience. ### Work Environment and Company Culture At arenaflex, we foster a culture of innovation, collaboration, and continuous learning. Our team is passionate about delivering exceptional value to our customers and making a meaningful impact in the healthcare industry. We prioritize work-life balance, offer flexible remote work options, and provide opportunities for professional growth and development. ### How to Apply If you're a motivated and experienced professional looking to join a dynamic team and make a difference in the healthcare industry, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply for this job