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Company Overview:

Laudio is a continuous performance management and engagement platform designed for the healthcare workforce. The platform provides CHROs, CNOs, and frontline leaders an integrated management system that fills the gap between information and action. The Laudio platform operationalizes proven leadership best practices and serves up proactive interventions for managers to engage with team members and address risk factors in real-time. With Laudio, health systems dramatically improve employee engagement, increase retention, increase productivity, lower overtime, and reduce burnout. Leading health systems such as Sharp, UNC Health, and Boston Medical Center use Laudio to save millions annually and to reduce turnover.

About the Manager, Solution Delivery Position:

Laudio is a fast-paced, high-energy SaaS startup looking for a dynamic team member to manage complex custom implementations and contribute to Laudio’s long-term strategic delivery vision. Reporting to the Director of Delivery Services, Laudio’s Solution Delivery Manager leads Laudio’s implementation group. A player/coach role, they are a hands-on, process-oriented person who leads the onboarding and implementation process for all of our new clients. They work closely with Laudio’s Customer Success and Data Integrations teams to ensure efficient technical onboarding and high early user adoption. These core job functions should be executed with a forward-thinking mindset of how to build, scale, and refine the onboarding process. They are generative, process-oriented, solutions-focused, and will be driven by achieving their goals and organizational metrics, while delighting our clients and contributing to the development of a robust, customer-focused process.

Responsibilities:

  1. Managing multiple parallel client implementations (typically a 10-12 week process per client)
    • Project manage multi-phase implementation projects across multiple clients
    • Project manage all of the implementation steps for both the Customer Success team (e.g. making sure that client meetings and configurations are on time) and the Data Integrations team (e.g. making sure that the data integrations team is on track in the technical implementation steps and that their progress is synced with the CS and Client team schedules)
    • Set daily and weekly agendas for Laudio’s Data Integrations teams in partnership with Laudio’s data operations project manager
    • Be the main interface between the overall Customer Success organization and Laudio’s data operations team (which are part of Engineering)
    • Lead weekly standups with the Customer Success team to keep them informed about data operations progress, status, and obstacles
    • Implement the standard Laudio configuration; hand this process off to the Customer Success Team for the detailed configuration needed for each department, as those departments are onboarded
    • Co-own implementation capacity planning with the Director of Delivery Services and work with the Sales team to help communicate future client onboarding capacity
  2. Training users during the initial onboarding phase
    • Onboard and train the program champions, with frequent touchpoints and opportunities for feedback
    • Be an expert on Laudio and be able to answer any questions that arise during user training about the product and how health systems typically use it
  3. Engaging with client stakeholders at all levels
    • Identify opportunities to proactively intervene to improve adoption
    • Develop and deploy intervention techniques in partnership with client
    • Partner with users to quickly identify and overcome any roadblocks hindering these goals
  4. During the onboarding phase, responding to customer ideas, complaints, feedback, and support requests (this part of the role will ideally be supported by Customer Success managers over time)
    • Collaborate with product teams to document and convert customer requests into actionable product development steps
    • Be an advocate and proactive voice for the collective users’ needs in design and development (both data and UI)
  5. Support transitioning new customers from Sales to Customer Success
    • Convene an internal kick-off call with Client Success Leader and the sales leader to collect relevant client details (e.g. key stakeholders, objectives, implementation requirements)
    • Capture and track progress in a single repository for all operations team members to see and reference over time
  6. Improve the overall onboarding process over time
    • Identify ways for the CS and data integrations teams to improve the implementation process and to be more lean; work with integrations team to create implementation guides and documentation to enable faster ramping of new team members
    • Create data vis insights to communicate concepts to internal and external stakeholders

Qualifications:

  • A Bachelor’s degree, ideally with a business, science, or engineering major
  • 2-3 years of experience in an Engagement Manager or Project Manager role in a client-facing capacity, ideally in a consulting environment
  • Experience with executive communication and in triaging support/product enhancement feedback
  • Experience leading small, decentralized teams is preferred
  • Knowledge of implementation strategies for SaaS businesses
  • Strong project management skills, highly organized, and able to prioritize and multi-task
  • Able to contribute to executive-level strategic problem-solving sessions while playing an active role as a customer advocate
  • Self-driven and proactive while working in a remote environment
  • Excellent written communication and interpersonal skills
  • Strong Excel and data manipulation skills, and familiarity with common tech industry tools (JIRA, Confluence, Salesforce, Slack, Zendesk, etc)
  • Data-savvy: able to thrive and contribute in an organization that makes decisions based on data and analyses
  • Up to 15% travel to client sites (COVID-19 dependent)

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