Implementation Manager

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About the role

Counterpart: Value-based care, at the point of care. At Counterpart Health, we are transforming healthcare and improving patient care with our innovative primary care tool, Counterpart Assistant. By supporting Primary Care Physicians (PCPs), we are able to deliver improved outcomes to our patients at a lower cost through early diagnosis and longitudinal care management of chronic conditions. We are hiring an Implementation Manager on the Counterpart Assistant team. In this role, you will lead the customer-facing work of bringing new provider practices and TINs from late-stage prospects through successful launch on Counterpart Assistant. You will partner closely with account management to hand off new customers, own the customer relationship through implementation, and drive each launch to completion on time and at quality. You will independently lead multiple concurrent implementations and the cross-functional work that makes each launch happen. Partnering with account management, support, product, and engineering internally and with providers, office managers, and clinical leads on the customer side: you will drive accountability across every stakeholder and deliver results through influence. Beyond running individual launches, you will help shape the implementation playbook itself — identifying what slows launches down, proposing changes, and driving improvements that reduce time-to-launch and lift customer satisfaction. Strong project management fundamentals, clear customer communication, working knowledge of clinical data, and technical fluency will let you keep complex, multi-stakeholder launches on track. As an Implementation Manager, you will: • Own the customer relationship through implementation: you are the primary point of contact for the customer's technical implementation from project kickoff to post go live steady state. • Lead end-to-end project plans for multiple concurrent, multi-step implementations, keeping internal and customer teams aligned on scope, timeline, and status. • Partner cross-functionally with account management, support, product, and engineering to unblock issues, coordinate handoffs, and keep implementations moving on schedule. • Own the outcomes of each implementation: surface risks early, drive resolution across teams, and hold each launch accountable to its target date and quality bar. • Apply technical judgment to monitor and address potential integration issues that arise during implementations, working alongside product and engineering to ensure a successful integration and product launch. • Drive continuous improvement of the implementation process: define and refine the playbook, tooling, and templates that reduce time-to-launch and raise the quality bar for every customer experience. • Represent the customer's voice internally — capture feedback and pain points from implementations and channel them to product, engineering, and support to improve future launches. Success in this Role Looks Like: • Over the first 90 days, you hit the ground running: shadowing active implementations, learning the moving parts of the process (standard EHR integrations, internal system configurations and project plans), and taking ownership of your first launch. • Within the first 6 months, you are the customer-facing lead on multiple concurrent implementations, delivering launches on time and with a high customer satisfaction bar. Customers describe you as trusted, responsive, and a reason they feel confident in Counterpart. • You have identified at least one meaningful improvement to the implementation process — a template, a workflow change, a handoff refinement — and driven it to adoption across the team. • Over time, your performance is measured by the consistency, speed, and on-target de

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