About Medallion:

Healthcare is going through an unprecedented transformation towards digital care. Medallion provides the critical administrative infrastructure to make that change possible. Our platform enables organizations to license their providers in new states, verify existing credentials, and get in-network with health plans. In just over three years, our platform has become an industry standard powering hundreds of healthcare companies to reduce administrative burden for tens of thousands of providers across the country. To date, Medallion has saved over 500,000 administrative hours for our customers!

Founded in 2020, Medallion has raised $85M from world-class investors like Sequoia Capital, Google Ventures, Spark Capital, Optum Ventures, and Salesforce Ventures.

About the Role

As Head of Implementation you will lead a key function at Medallion working at the forefront of driving the Medallion customer experience. The implementation function will work with all of our new clients to implement, train, and drive the adoption of Medallion’s suite of products. You will leverage deep knowledge of Medallion’s products as well as strong commitment to customer experience to drive successful implementation with your team.

We are looking for this hire to evolve our implementation strategy, establishing data driven milestones and a project management  approach, ensuring we are measuring implementation efficiency and success each step of the way.

The Implementation Team will be a critical  part of the overall Customer Success organization, partnering closely with Sales, Solutions Consulting and Operations. The implementation team will be responsible for owning and driving the implementation phase of the customer journey. The implementation phase is critical as it sets the foundation for our customer’s partnership with Medallion. You will manage a number of projects in parallel with a focus on onboarding, and be the main point of contact directly for our largest and most strategic implementation. The implementation team will partner closely with Operations, Customer Success, Product, and Sales to create a first in class customer experience while providing implementation guidance for post-sales accounts. You will be expected to gather, synthesize, and socialize insights from customers to make and drive continuous improvements to the Medallion customer onboarding experience.

You will also oversee technical implementation resources responsible for supporting the technical aspects of implementation such as data imports, API integrations, etc. And finally the team will also be responsible for executing upon our Professional Services offerings such as custom training, etc.

This role reports to the Senior Vice President of Customer Success and base compensation for this role may land between $150,000 - $200,000. In addition to base salary, Medallion offers equity and benefits as part of the total compensation package. Many factors are considered when determining pay including: market data, geographic location, skills, qualifications, experience, and level.

Core Responsibilities:

• Build and run a team of Implementation Managers that deliver successful implementations for all our new customers
• Hire experienced Implementation Managers to project manage complex implementations
• Build processes to effectively scale implementations, ensuring that appropriate hand offs are designed and built correctly
• Build a run a team of Implementation Engineers that effectively support the technical aspects of implementations
• Hire experienced Implementation Engineers to support API integrations, data ingestion, etc.
• Prioritize resources effectively
• Work with EPD to productize aspects of technical implementation work to drive efficiency over time
• Own professional services offerings
• Build the PS team
• Own pricing, packaging and execution of PS offerings
• Directly oversee strategic implementations
• Play a direct role in supporting our most strategic and complex implementations for our large enterprise accounts
• Proactively project manage the implementation process end-to-end to achieve target timelines and goals
• Partner with the appropriate internal and external teams to align on key milestones and workflows
• Partner internally to identify and get ahead of any potential blockers that could impact implementation and the business relationship
• Establish a scalable and efficient implementation engine, driving team accountability against metrics that will be reported back to customers and the Medallion internal team with regularity

You’d be a great fit if…

• 7+  years of experience in Implementation and/or a client facing role where business experience, technical acumen, solutions consulting, and project management was combined 
• Strong understanding of software development lifecycles and implementation methodologies
• Built and managed a team of Implementation Managers
• Healthcare experience (bonus points if experience with credentialing and/or payor enrollment)
• Experience working with enterprise and/or complex organizations 
• Proven project management experience, deploying multiple projects simultaneously, often with limited timelines and multiple stakeholders
• Highly adaptable; you thrive in a fast-paced environment
• You are highly organized and naturally operate with urgency
• You are data and process driven, with experience navigating complex problems with cross functional peers. 
• Experience at a rapidly growing SaaS company and/or a startup
• Experience with software implementation, end-user training, and/or change management
• Excellent and clear communication, presentation, and facilitation skills
• Excellent coordination, collaboration and organization skills with proven experience working with cross-functional teams and various levels and functions of an organization
• You have experience building processes and teams from scratch
• Proven ability to quickly learn new technologies and products
• Please be prepared to share specific examples of these experiences in your conversations with Medallion! 

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