Client Success Implementation Manager

About Force:

Founded in 2010, Force Therapeutics is the leading patient engagement platform and research network designed to help clinicians intelligently extend their reach. Our platform leverages video and digital connections to directly engage patients at every step of the care journey – from the point of surgery scheduling, to post-op recovery and beyond. Backed by millions of clinically-validated patient data points and insights from more than 70 leading healthcare centers across the country, Force is proven to drive more effective recovery, lower costs, and achieve better patient outcomes.

Client Success & Strategy Team:

At Force, we are improving care by enabling a tighter relationship between care teams and their patients. We are looking for passionate people who want to work in a mission-driven, collaborative environment. In this role, you’ll focus on assisting the patient and provider end users of our healthcare organization clients as they maximize the usage of the Force platform.

You’ll work closely with the existing members of the Client Success & Strategy team and also be exposed to all aspects of our business across our Sales, Marketing, Clinical Operations, Research, Product, Integrations, Design and Engineering teams. We are looking for team players who take initiative, are flexible and want to work on exciting and meaningful projects. 

Responsibilities: 

• Manage all phases of the implementation lifecycle 
• Partner with sales team on late stage deals to help set expectations for implementation and ensure  collection of necessary information to expedite time to go-live 
• Demo relevant product features to key stakeholders and end users at client site
• Lead Implementation Kickoff Call and to confirm client goals, scope, and timeline to go-live
• Develop and maintain implementation project plans and timelines
• Lead Coordination and scheduling of internal and external implementation calls
• Provide consultative recommendations on product configuration and workflow based on client goals, scope, and expectations
• Plan, develop, and conduct end-user trainings
• Partner with Clinical Operations Consultant to ensure all clinical protocol pathways are complete and authorized prior to go-live 
• Comprehensively transition the client to Client Success Manager for ongoing support 
• Develop tools and innovate process necessary to improve implementations
• Partner with internal stakeholders from cross functional teams  to develop to maintain and document scalable implementation processes
• Project manage Professional Service Package implementations and SOWs

• Bachelor’s degree
• 3-5 years healthcare industry experience
• Project Management and/or Process Improvement certification, (e.g. Lean Six Sigma)
• Experience in enterprise and SaaS systems project management, implementation and/or support
• Experience managing high-stake relationships, preferably in the healthcare industry
• Effective internal and external communication skills, demonstrating a keen sense of empathy and risk
• Understanding of project delivery within a fast-paced environment
• Demonstrated capability for problem solving, decision making, sound judgment, and assertiveness
• Highly adaptable and a self-starter, able to operate in complex environments while successfully managing simultaneous projects
• Strong relationship building and interpersonal skills
• Ability to take strategic concepts and turn into actionable plans  
• PM certification, MHA or related advanced degree, or equivalent experience (bonus points)

• Medical, Dental, Vision Insurance
• 401k retirement planning
• 12 month free Talkspace membership 
• 12 month free Kindbody (gynecology and fertility care) membership
• Unlimited sick and safe leave
• Summer Fridays
• Pre-tax commuter benefits
• Annual company off-site
• Ability to work a hybrid schedule in our brand new NYC office (if vaccinated) or remotely a few days per week
  • **Please note**: You must be located onshore in the United States to perform the functions of this role to be in compliance with the contracts of our client base