Position Summary:

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.

In the Senior Implementation Manager position, you'll play an instrumental role in onboarding our provider and supplier customers and serving as a trusted consultant to help them leverage our platforms to provide maximum benefits. Collaborating with internal teams on site builds and technical integrations will be key to ensure a smooth and successful experience. By leveraging your technology, consulting and project management skills, you'll ensure the Implementation Team relentlessly executes on our commitments delivering top notch service to our customers. You will also push the company's ability to automate and streamline our Implementation Team processes to help reduce customer effort and increase team effectiveness. If you are truly passionate about providing a great customer experience and have a proven track record in project management, then apply for this opportunity to unequivocally help our customers take cost out now and put the processes in place to be successful in the future.

This position works within our DSSI business.

Direct Supply DSSI

The DSSI platform connects care providers directly to their unique supply chain networks and delivers data-driven and AI-powered procurement tools to help our customers optimize profitability and efficiency at every turn.

Competencies & Skills Needed:

• Delivers Results - Proven track record of developing strategies and implementing solutions.

• Solves Problems - Demonstrates operational excellence in analytical thinking, process development and improvement, problem solving, delegation and planning.

• Communicates Effectively - Demonstrated verbal and written communication skills, focused on internal and external customers, including executive level.

• Ability to provide consultative support to customers and articulate value of their decision making.

• Guide and influence internal and external customers through implementation and process improvements.

What You'll Do and Impact:

• Deliver an exemplary customer experience during onboarding, ensuring customers (providers) understand how to leverage our technologies to the fullest extent while helping to drive customer outcomes and product adoption.

• Lead implementation projects through direct interaction with suppliers and providers (customers).

• Mentor and train Implementation Managers.

• Develop process improvements through documentation, use of automation and AI capabilities so as to continuously improve customer experience and IPM productivity.

• Consult customers on how to best implement and integrate our systems.

• Gather project requirements and business needs to set clear project scope. Negotiate as needed to ensure a successful outcome.

• Create complex program and project plans; analyze and document existing information on project objectives, deliverables, schedules, assumptions, constraints and dependencies.

• Set clear expectations with team members and stakeholders and communicate overall project status. Assess project risks, identify solutions and work with business sponsors to resolve issues and mitigate risks.

• Manage changes and communicate the impact of changes to a project's scope and schedule.

• Complete projects in accordance with established service level agreements and quality standards.

• Troubleshoot and provide support on newly released implementations.

• Prepare process documentation related to new configurations and team rollout processes.

• Influence changes to the implementation process through customer engagement and feedback.

• Work closely with sales, engineering, suppliers and customer success teams to seamlessly execute on our savings commitments to customers.

• Address escalated client issues with speed and urgency, orchestrating resources across the company as needed.

Experience:

• Bachelor's degree in IT or business related field

• 4-6+ years experience in similar or progressive roles

• Proven experience driving successful projects, driving software adoption and leveraging customer success best practices

Job to be performed in the location listed. Generous benefit package available. Click to learn more.

Direct Supply, Inc. and its U.S. subsidiaries are equal opportunity and affirmative action employers committed to diverse workforces.

2013 to 2024 Direct Supply, Inc. All rights reserved.