Manager, Client Implementation & Experience - Healthcare Workforce AI Startup

About Swift Workforce AI Inc. (“Swift”) - an Alloy Partners Portfolio Company Swift is an Atlanta-based Workforce AI startup established by Catalyst by Wellstar, the innovation & venture arm of Wellstar Health System of Georgia. Swift’s mission is to improve work-life balance for nursing teams and increase financial sustainability for the Healthcare Systems that employ them. Swift’s AI Scheduling Copilot reduces scheduling workflows by more than 90% and increases schedule flexibility for frontline teams when ‘life happens’. Position Summary We’re looking for a Manager, Client Implementation & Experience to deliver an exceptional client experience to Healthcare Systems. This position will report to Swift’s Chief Product & Technology Officer. This individual contributor role is equal parts client partner and operational builder. You’ll own client onboarding, implementation, adoption, Quality Assurance and ongoing success while developing the playbooks, processes, and systems that enable us to deliver excellent outcomes consistently as we grow. With growth comes more opportunity, including a management opportunity to help build the Program Management team. As an early employee, you’ll help define not only how we support clients, but how our company operates. You’ll work directly with clients to understand their goals and challenges, then translate those insights into repeatable improvements across our product, onboarding approach, and internal operations. This is a remote position with on-site responsibilities at client healthcare systems, particularly during onboarding. Some travel is expected, estimated to be +/-20% in year one but increasing as new clients are onboarded. If you’re energized by building in a fast-paced environment, solving operational problems, and working directly with clients to drive meaningful outcomes, you’ll thrive here. Why Join Us: You’ll join a venture-backed startup at a stage where your work will help define how the company serves clients for years to come, with a clear path to management as we grow. What You’ll Own: Client Relationship - You’ll become a trusted partner to our healthcare clients throughout their journey. Responsibilities include:

• Lead client onboarding and implementation from kickoff through successful launch.
• Develop strong relationships with client stakeholders and become their primary point of contact.
• Guide clients in using the Swift Scheduling Copilot and ensuring excellent adoption.
• Conduct regular check-ins to measure adoption, gather feedback, and identify opportunities for improvement.
• Coordinate with Product and Engineering to resolve issues and communicate client priorities.
• Proactively identify risks to adoption and develop action plans before they become problems.
• Ensure clients achieve measurable operational improvements and an outstanding user experience.
• Monitoring message volume (between Swift d users) anfor problems and responding promptly to both Product/Technology and users.
• Being onsite at client facilities (hospitals) for implementation periods and periodically for in-person meetings.

Client Programs & Operations - You’ll help design the operating model behind our client experience. Responsibilities include:

• Design and continuously improve our onboarding methodology.
• Create implementation playbooks, templates, and client-facing resources.
• Develop repeatable processes that scale as our client base grows.
• Define and track client health metrics and operational KPIs.
• Build dashboards and reporting that help us understand client success.
• Document standard operating procedures and internal best practices.
• Identify opportunities to automate repetitive work using AI and software tools.
• Recommend improvements to internal workflows that increase consistency and efficiency.

Product Continuous Improvement - As one of the people closest to our clients, you’ll play a key role in shaping the product. Responsibilities include:

• Identify recurring client challenges and recommend scalable solutions.
• Synthesize client feedback into actionable product insights.
• Partner closely with Product and Engineering to improve usability and workflows.
• Help define what “great client experience” looks like and continuously raise the bar.

What Success Looks Like Within your first year, you will have:

• Built a repeatable onboarding program that reduces implementation time while improving client satisfaction.
• Established trusted relationships with every client.
• Created standardized playbooks and documentation that enable consistent delivery.
• Developed client health metrics and reporting that proactively identify risks and opportunities.
• Improved operational efficiency through thoughtful process design.
• Become the voice of the client within the company.

This role is for someone who enjoys building as much as doing. You won’t inherit mature onboarding guides, health score frameworks, or client success playbooks. You’ll work directly with clients to understand what works, then work with the Chief Technology and Product Officer to design the processes, tools, and operating model that allow us to deliver that experience consistently. If you prefer well-defined processes and established playbooks, this role probably isn’t the right fit. If you’re excited by creating them, we’d love to talk. What We're Looking For We're seeking a proactive, client-focused professional who thrives in a fast-paced environment and enjoys building scalable solutions. The ideal candidate will: Bring experience in Account Management, Client Implementation, Consulting, Program Management, Healthcare Operations, or another client-facing operational role. Be based in the Greater Atlanta, GA area and able to work remotely while supporting onsite client engagements as needed. Be available for periodic meetings at Swift's Tech Square office (via Catalyst by Wellstar). Have a passion for solving complex problems and continuously improving processes. Take initiative to create and optimize workflows rather than waiting for direction. Enjoy building strong relationships with clients and collaborating across internal teams. Think strategically to design scalable programs while also leading hands-on client implementations. Communicate confidently with executive stakeholders, clinicians, operational leaders, and technical teams. Be highly organized, adaptable, and comfortable managing multiple priorities. Thrive in a collaborative, high-growth startup environment where flexibility and ownership are valued. Preferred Qualifications 4–8 years of experience in SaaS, healthcare technology, consulting, implementation, account management, or another client-facing operations role (healthcare technology experience strongly preferred). Bachelor's degree or equivalent professional experience; Project Management certification (PMP or similar) is a plus. Proven experience leading client onboarding, implementation, or deployment projects. Demonstrated success designing, implementing, and improving operational processes. Strong project and/or program management skills with the ability to manage multiple initiatives simultaneously. Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams. Proficiency with CRM systems, project management platforms, and Microsoft Office applications, including Excel and PowerPoint. Experience in healthcare operations, digital health, or healthcare technology is highly desirable. Base salary of $73,000 - $86,000 (depending on skills and experience), plus commission per full contract renewal, Competitive health benefits package Equity