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Implementation Manager

About Us:

VideaHealth is a cutting-edge AI-powered solution for dentistry, developed by a team of business operators, engineers, AI scientists, and clinicians spun out of MIT. Our vision is to be the first company to diagnose a billion people globally. Our product is already used by thousands of dental clinicians to improve the quality of care through faster diagnoses, lower operating costs, and improved patient understanding.

About the Position:

VideaHealth is looking for an Implementation manager. You are the go-to person who will deploy solutions with our customers and support them throughout their AI journey. You will work closely with the customer success and development teams to ensure Videa products are delivering their full potential to customers. To succeed in this role, you must be a great communicator, a fast learner, and you thrive in a fast-paced environment. If this sounds like you then we’d like to meet you!

Key Responsibilities:

  • Facilitate technical discovery for prospects and clients to ensure VideaAI is deployable and identify the best customer configuration

  • Liaise with Sales and Customer Success to provide superior service to customers

  • Create project plans and technical documentation for each client’s installation

  • Provide customers with VideaAI implementation support, technical application support, and configuration validation 

  • Provide customers and sales team technical support and training for product installation, operation, and troubleshooting via Zoom, phone, e-mail and on-site to sales team, distributors, and customers

  • Ensure that feedback of service issues reaches the appropriate personnel for effective problem resolution

  • Maintain technical familiarity with all VideaHealth products by partnering with Product and Engineering for technical release notes and go to market planning

  • Write and modify customer procedures for product technical support as requested

  • Provide tier 1 support to customer inquiries, issues or questions

  • Liaise with Engineering and Product to ensure all reported client bugs or installation related issues are resolved

  • Stay up to date with new dental technology, including dental patient management software and imaging software solutions

Requirements:

Functional 

  • 5+ year’s experience managing enterprise customers working closely with IT

  • Start-up experience and understanding the unique experience and expectations it entails

  • Previous implementation experience of SaaS healthcare software is required for this role. B2B SaaS delivery experience preferred.

  • Adept at managing multiple stakeholders internally and externally with differing seniority 

  • Highly organized, detail oriented, able to multitask, and easily adapts and responds to change

  • Strong communication skills. Ability to simplify and convey complex information in a confident and articulate manner while effectively communicating across various audiences

  • Comfortable conducting client facing meetings and presenting virtually or in-person

  • Demonstrated ability to work successfully on cross-functional teams and solve problems quickly and creatively in a highly collaborative environment

  • Experience managing a range of priorities and multiple projects, focusing on what is critical

  • Comfortable with ambiguity: experience adapting in rapidly changing environments and contributing to an evolving customer journey

  • For this role, a preference is for individuals with a Dental, DSO, healthcare industry or digital healthcare background including dental practice management system and dental imaging software experience

Technical

  • Demonstrated experience in troubleshooting technical issues

  • Experience with analysis of large and complex application logs

  • Familiarity with Powershell scripting

  • Working knowledge of SQL

  • Understanding of APIs, network protocols, and SSO methodologies

Cultural 

VideaHealth’s culture code includes 5 values that every colleague must embody:

  • Customer Obsession – everything starts and ends with the customer

  • Bias to Action – we move fast, really fast

  • Extreme Ownership – we get things done, no matter what

  • Growth Mindset – we seek comfort in learning, not in knowing

  • One Team – we win and lose together

Don’t meet all the listed requirements? We still encourage you to apply! We are looking for the right teammate who is excited to contribute to our mission and are flexible on level of experience.

VideaHealth is supported by some of the best investors in the world, having raised over $27M in Venture Capital from Tier 1 investors such as Spark Capital (Twitter, SnapChat, SmileDirectClub), Zetta Venture (Kaggle), and Pillar VC (PillPack), as well as angel investors such as Frederic Kerrest (Co-founder of Okta). Our work has been featured in TechCrunch, Wall Street Journal, FoxNews and many other outlets.

If you want to join a breakthrough healthtech company and help accelerate its impact and growth, we encourage you to apply for this exciting opportunity!

VideaHeatlh is committed to cultivating an equitable, inclusive, and supportive environment for all employees. We believe this environment creates a safe space for employees to share their experiences, brainstorm ideas, and grow their careers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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CEO of VideaHealth
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Florian Hillen
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Average salary estimate

$105000 / YEARLY (est.)
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$90000K
$120000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Implementation Manager, VideaHealth

Join VideaHealth as an Implementation Manager in Boston, where innovation meets healthcare! We’re on a mission to revolutionize dentistry with our groundbreaking AI-powered solutions, designed by an exceptional team of engineers, AI scientists, and clinicians from MIT. As an Implementation Manager, you will be the key player in deploying our solutions to dental clinicians, ensuring they make the most out of our products. Your role is vital, as you’ll collaborate closely with the customer success and development teams to guarantee our solutions are perfectly tailored to each customer’s needs. You'll facilitate technical discovery sessions, create project plans, and deliver comprehensive support. Your strong communication skills will shine as you provide training and troubleshoot issues for our clients, making a real difference in their journey with VideaAI. We’re looking for someone who thrives in a fast-paced environment and possesses a solid background in SaaS healthcare software implementations. If you have a knack for multitasking, a passion for customer service, and an eagerness to learn about the latest in dental technology, then we’d love for you to join us! At VideaHealth, you’ll be part of a company that values growth, collaboration, and extreme ownership. So, if you’re ready to take the next step in your career within a supportive and innovative company, apply today and help us make our vision of diagnosing a billion people a reality!

Frequently Asked Questions (FAQs) for Implementation Manager Role at VideaHealth
What are the primary responsibilities of the Implementation Manager at VideaHealth?

The Implementation Manager at VideaHealth plays a crucial role in deploying AI solutions to clients, ensuring every installation runs smoothly. Responsibilities include facilitating technical discovery for clients, creating project plans, providing implementation support, and serving as a liaison between the sales and customer success teams to enhance client satisfaction.

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What qualifications are required for the Implementation Manager position at VideaHealth?

Candidates for the Implementation Manager role at VideaHealth should possess at least 5 years of experience working with enterprise customers in the healthcare sector. Familiarity with SaaS healthcare software and experience in IT implementation are essential, along with strong communication skills to effectively cater to diverse audiences.

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How does the Implementation Manager at VideaHealth support customer success?

In the role of Implementation Manager at VideaHealth, support for customer success is achieved by providing extensive training, troubleshooting technical issues, and ensuring that feedback on service issues is communicated promptly to the appropriate teams. This proactive approach aids in handling concerns swiftly and enhances the overall customer experience.

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What technical skills are beneficial for an Implementation Manager at VideaHealth?

For an Implementation Manager at VideaHealth, key technical skills include experience in troubleshooting issues, an understanding of SQL and APIs, and familiarity with Powershell scripting. This technical acumen empowers the manager to solve problems effectively and navigate complex applications seamlessly.

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What is the company culture like for Implementation Managers at VideaHealth?

VideaHealth fosters a culture centered around customer obsession, ownership, and a growth mindset. Implementation Managers are encouraged to take initiative, collaborate as a team, and seek out learning opportunities, creating an environment where employees thrive and contribute to the company's mission.

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Common Interview Questions for Implementation Manager
Can you describe your experience with SaaS healthcare software implementations?

In answering this question, focus on specific projects where you've managed the deployment of SaaS solutions. Highlight your role, the challenges faced, and how you ensured a smooth transition for the clients, including training and support.

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How do you handle multiple stakeholders with different needs?

Emphasize your communication skills and your ability to manage expectations. Provide examples of how you've effectively collaborated with diverse teams, explaining how you prioritize tasks based on stakeholder inputs to achieve a common goal.

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How do you keep up-to-date with dental technology and AI solutions?

Discuss any relevant resources you follow, such as industry publications, online courses, or professional networks. Illustrate your proactive approach by sharing specific examples of how this knowledge has informed your work.

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Can you give an example of a technical issue you resolved in a previous role?

Share a detailed scenario where you successfully tackled a technical problem. Explain how you approached the issue, the steps you took to resolve it, and the outcome, showcasing your analytical and troubleshooting skills.

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What strategies do you use to ensure effective communication with customers?

Talk about your preferred communication methods and tools, emphasizing your adaptability to different client preferences. Provide examples of how you’ve tailored your communication to suit various audiences and their specific needs.

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Describe a time when you received critical feedback from a client. How did you handle it?

Discuss your experience receiving feedback, focusing on your response. Highlight the importance of listening, your willingness to improve, and any changes you made as a result of the feedback to enhance client satisfaction.

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How do you prioritize tasks when managing multiple projects?

Explain your strategy for assessing tasks based on deadlines, impact, and urgency. Share tools or methodologies you use, such as project management software, to keep you organized and on track.

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What role does teamwork play in the Implementation Manager position?

Illustrate how teamwork is essential in achieving project goals at VideaHealth. Provide examples of collaborative efforts with sales, technical teams, and clients, showing how collective input leads to successful implementations.

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How would you address a situation where a client is dissatisfied with the implementation process?

Share your approach to managing dissatisfaction, highlighting the importance of empathy, active listening, and immediate action. Explain how you seek to understand their concerns and devise a resolution to restore their confidence.

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What excites you about the AI technology in dental healthcare?

Discuss your passion for technology's role in improving patient care and practice efficiency. Highlight how AI can enhance diagnostic accuracy, streamline workflows, and ultimately lead to better healthcare outcomes.

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Full-time, on-site
DATE POSTED
December 24, 2024

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