Manager, Implementation

About the role

We’re looking for a Manager of Implementation to lead and contribute to Medallion’s growing Implementation function. This is a player/coach role, responsible for directly managing two Implementation Project Managers (ICs) while also owning and executing high-impact implementation projects. You’ll set the tone for operational excellence, drive continuous improvement, and ensure our customers have a seamless and successful start to their Medallion partnership. As part of the Implementation team, you’ll oversee the full lifecycle of customer onboarding — managing enterprise-level implementations, developing scalable processes, and collaborating cross-functionally with GTM, EPD, and Operations teams to deliver exceptional customer outcomes.

This role reports to the Head of Technical Solutions and base compensation for this role may land between $150,000-$190,000. In addition to base salary, Medallion offers equity, and benefits as part of the total compensation package. Many factors are considered when determining pay including: market data, geographic location, skills, qualifications, experience, and level.

Responsibilities

• Leadership & Player-Coach Execution
• • Lead, coach, and develop a small team of two Implementation Project Managers, providing mentorship, feedback, and opportunities for growth while setting clear goals and performance expectations.
  • Balance people leadership responsibilities with direct ownership of customer implementations - modeling best practices in technical project management, stakeholder communication, and cross-functional collaboration.
  • Serve as an escalation point for complex or high-impact projects, providing technical and strategic guidance to ensure successful delivery.
  • Foster a culture of accountability, continuous improvement, and collaboration across the Implementation team and partner functions.
  • Partner with leadership to define team objectives, KPIs, and scalable processes that drive operational excellence.
• Project Management & Issue Resolution
• • Build detailed project plans with clear milestones, owners, and timelines
  • Lead technically complex implementations, coordinating data integrations, workflow configurations, and API-based setups across multiple systems.
  • Serve as the bridge between customers, Product, and Engineering, translating business requirements into clear technical specifications and ensuring alignment on scope and capabilities.
  • Proactively manage implementations end-to-end - identifying risks early, removing blockers, and driving projects to on-time, successful go-live outcomes.
  • Collaborate cross-functionally with EPD, Operations, and GTM teams to ensure technical dependencies, product limitations, and customer needs are clearly communicated and addressed.
  • Partner with technical teams to troubleshoot and resolve integration or data mapping issues, ensuring clean handoffs to ongoing customer success and support functions.
• Customer Experience & Improvement
• • Serve as the main point of contact for customers during implementation, ensuring a smooth and positive onboarding experience.
  • Advocate for customer needs internally and create tight feedback loops to improve Medallion’s product and service offerings.
  • Identify inefficiencies and opportunities to streamline implementation processes.

Qualifications

• 8+ years of SaaS implementation experience, ideally working with healthcare customers
• 3+ years of experience in a leadership role managing implementation team members
• Proven experience managing enterprise-level projects in a complex organizational environment, with a track record of successful project delivery
• Strong technical acumen - able to understand APIs, integrations, workflows, and data structures, and translate between customer requirements and internal technical teams.
• Prior experience at a B2B SaaS startup
• Strong operational mindset with experience building scalable processes and driving team performance
• Exceptional client-facing communication and executive presence.
• Project Management Professional (PMP) certification
• Proficiency in project management tools (e.g., Asana, Jira, ClickUp).