Implementation Manager

About the Company

splose is an AI-driven practice management platform designed to enhance healthcare delivery. Trusted globally by more than 25,000 Allied Health professionals, splose helps clinicians reduce administrative burden so they can focus on patient care. Supported by top venture capital groups including EVP, Spectrum Equity, and Athletic Ventures, splose recently secured a landmark $46 million Series A funding—the largest for any South Australian SaaS firm.

Role Overview

We are seeking an Implementation Manager responsible for onboarding Mid-Market clients (organizations with 15-49 practitioners) who constitute the bulk of our implementation workload. This role emphasizes delivering swift, consistent onboarding while adhering to defined service level agreements (SLAs). You'll ensure a seamless experience for all clients, minimizing bespoke handling and prioritizing scalable problem-solving.

Key Responsibilities

• Execute standardized onboarding processes within specified tier SLAs, including selective live Q&A sessions.
• Implement and enforce self-service data template policies for clients lacking supported Practice Management Systems to avoid manual data preparation.
• Manage data migration workflows via direct coordination between Implementation Managers and engineering teams for complex cases.
• Report recurring onboarding challenges to the Implementation Lead to prevent redundant problem-solving.
• Contribute feedback to improve onboarding procedures specifically tailored for Mid-Market segments.
• Encourage activation of upsell features such as SMS and Stripe as integrated within sales and onboarding phases.

Candidate Profile

• 1 to 3 years of experience in Customer Success, Onboarding, Implementation, or related client-facing roles, preferably within SaaS or healthtech sectors.
• Ability to operate efficiently under defined SLAs in a high volume setting, maintaining quality customer experiences.
• Strong familiarity with the product and confidence in conducting onboarding and training sessions.
• Excellent communication skills, capable of explaining technical subjects clearly to non-technical users.
• Proficient with CRM, support, and project management tools such as Intercom, Trello, Pipedrive, or Jira.
• Sound judgment in distinguishing when to independently resolve issues versus escalating them.
• Experience collaborating with Allied Health professionals or in clinical environments.
• Knowledge of data imports, migrations, and Practice Management Systems.
• Possession of tertiary qualifications or equivalent professional experience.

Additional Information

Only candidates selected for further consideration will be contacted for an initial call. splose is committed to equal opportunity employment, embraces diversity, and strives to support inclusive recruitment processes. Applicants who require accommodations during hiring are encouraged to reach out. Recruitment agency submissions are not being accepted for this opening.