Implementation Manager

Job Description for: Implementation ManagerLocation: Gilbert, AZ (hybrid)Reports to: VP of Client Experience PayGround is looking for a seasoned Implementation Manager with a ‘team first’ mentality. You’ll have the unique opportunity of:being part of a fun/purpose driven culturecontributing towards the foundation of the PayGround brandWe are primed for growth and are searching for the most talented and innovative people to join our team and help grow PayGround in becoming a household name.About Us:PayGround is a technology company innovating the way people pay healthcare providers. We’re a group of caring, fun, and (we like to think) talented people setting out to solve some pretty stupid problems that shouldn’t. Come join us and be a part of it.This is an ideal role for a performance driven professional, with a results focused mindset and a proven track record of building strong client relationships and helping implement software solutions into client workflows.Responsibilities:Strategy & LeadershipDevelop and execute on SOPs and implementation processes, ensuring consistency and scalability across all customer onboardingsOwn the time-to-go-live KPI, tracking performance against benchmarks and proactively flagging risks to keep implementations on scheduleContinuously evaluate implementation processes, identifying inefficiencies and recommending improvements that reduce time-to-go-live and enhance the client experienceRoll up your sleeves — this role wears many hats in our startup environment!Client ImplementationOwn the end-to-end implementation process for new customers, including configuration, data workflow, user training, go-live support, and best practices optimizationOwn the creation and management of Statements of Work (SOWs) and project plans for all customer implementations, ensuring accuracy and alignment before executionPartner with Sales, Product, and the Technical Solutions Specialist to gather technical and business requirements needed to develop comprehensive SOWs and project plans, setting clear customer expectations from day oneDrive adherence to project plans and SOW commitments throughout the implementation lifecycle, proactively identifying scope creep and managing changes through a structured processUnderstand each client’s unique use cases and provide guidance on how PayGround can be leveraged to meet and exceed their goalsEstablish and coordinate configuration for new accounts, ensuring a seamless onboarding experienceManage paper statement implementations end-to-end, owning the relationship with PayGround's print vendor and serving as the primary point of contact for performance and issue resolutionConduct live and web-based training sessions — virtually and on-site — and contribute to training materials including handbooks, multimedia aids, and reference guidesAbility and willingness to travel up to 20% for on-site customer implementations, training, and company meetingsCross-Functional ContributionServe as a key cross-functional partner across the organization — working closely with Sales, Product, Engineering, Marketing, and other teams as needed to ensure successful implementations and a cohesive customer experiencePartner closely with the Technical Solutions Specialist to scope, plan, and execute new integrations, ensuring seamless connectivity between PayGround and client systemsServe as the implementation liaison to the Technical Solutions Specialist, translating customer business requirements into actionable integration specificationsCollaborate with the Technical Solutions Specialist to troubleshoot integration challenges during customer onboarding, minimizing disruption and accelerating time-to-valuePartner with the support team on issue resolutionFeed recurring implementation friction points and customer insights back to the Product team to help influence the roadmapMaintain deep knowledge of all PayGround products and solutionsQualifications:A hunger to grow, contribute, and go above and beyond — you don't wait to be told what to doA team-first mentality and the humility to roll up your sleeves when the team needs itStrong organizational skills with the ability to manage multiple projects, deadlines, and stakeholders simultaneously without losing the detailsHands-on experience creating and managing project plans, SOWs, or similar project documentationClear, confident communication skills — with customers, vendors, and internal teams alikeA proactive, problem-solving mindset — you anticipate issues before they become crises and find a path forward when things don't go as plannedResilience and persistence — you don't fold under pressure, and you find a way through difficult situationsA genuine passion for the customer experience and a drive to make every implementation as smooth and impactful as possibleAbility and willingness to travel up to 20% for on-site customer implementations, trainings, and meetingsExperience in healthcare payments or revenue cycle is a plusBenefits: Our benefits package is designed to reward contribution and loyalty and to attract the kind of talented individuals who have their pick of employers. We offer a highly competitive package comprising: Competitive base salary Core benefits including: medical, dental, visionA culture that's fun, purposeful, and genuinely invested in your growth