Implementation Manager

Implementation Manager

VPL is a healthcare logistics technology company that powers the movement of medications and medical supplies across the healthcare ecosystem. Through a centralized platform for shipping, tracking, and analytics, VPL helps pharmacies and supply chain teams improve operational efficiency, gain visibility into performance, and make smarter logistics decisions.

The Implementation Manager is responsible for leading customers through the process of implementing VPL's software and services. This includes acting as the liaison between Sales, Account Management, Finance, Product, the customer, and their third-party vendors. The individual filling this role must be able to demonstrate strong project management and customer relationship management skills as you will be responsible for providing excellent customer experiences. You will be expected to collaborate with stakeholders across departments and from all levels of the customer and VPL organizations to collect data, documentation, and specifications to ensure each implementation is tailored to the specific needs of the customer. This will require knowledge of how VPL's services and solutions can be customized and consulting with the customer to configure and launch a program that helps them achieve their business objectives. You will utilize a standard implementation methodology to establish project timelines and ensure project milestones are achieved efficiently and with high quality and you will be expected to contribute to the continuously improving VPL's implementation processes.

What You'll Do

• Participate as a key member of the Implementation team charged with successfully implementing the Company's software and services and become a subject matter expert in the software's functionality
• Act as the primary point of contact for internal stakeholders and the customer's project team, ERP project managers/consultants, and dependent third-party vendors and partners during the implementation process
• Lead discussions with customers via web conference regarding their business requirements and provide recommendations on usage of VPL services and solutions via screen share; documenting and tracking the progress in project management software
• Correctly scope requirements, and clearly prioritize tasks and communicate issues to ensure customer satisfaction and timely delivery within the agreed upon project timeline
• Manage relationships and expectations with internal and external project stakeholders, fostering mechanisms to keep all informed of progress, issues, and risks and maintain accountability for on-time, high-quality delivery
• Leverage problem-solving and critical thinking and independent thinking skills to overcome challenges, manage risks, and resolve issues that threaten the project's scope or timeline
• Maintain and expand knowledge and proficiency in the implementation job function, VPL products and services, and implementation best practices. VPL and its software and services are evolving rapidly, so being able to learn and adapt quickly is required.
• Document best practices and embrace continuous improvement methodologies
• Manage internal strategic projects, as assigned

What You'll Bring

• Have 3-5 years' prior experience managing customer-facing projects and/or implementations, specifically with web-based software products; experience with software integration (e.g., API, Webhook, FHIR, etc.) desired. Candidates must be able to demonstrate this experience, including managing many projects in different phases concurrently and working as part of a team
• Have 2-3 years' prior hands-on experience configuring web-based software solutions
• Have 1-2 years' experience activating and configuring parcel carrier accounts along with setting up workstations and label printers
• Knowledge of remote desktop access software (e.g. GoToMyPC, AnyDesk, etc.)
• Flexibility to adjust to a dynamic work environment, learn and assimilate new information quickly, and contribute to a growing and maturing team
• A customer driven approach with the ability to foster trusting and consultative customer relationships and influence decisions towards customer value
• Effective management of their own work schedule with little to no supervision while meeting project timelines
• Attention to detail, outstanding organizational skills, excellent follow-through, and reliability
• Excellent verbal and written communication skills and proficiency in current common workplace technologies (e.g. Microsoft Office Suite, Jira, Salesforce, etc.)
• A commitment to process and continuous improvement methodologies.