Customer Care Launch Manager, Acute & Payer

Job Summary:

As the post-sales customer care liaison, reporting to the Director of Enablement for A&P Professional Services, you will own the launch of multiple market-ready healthcare solutions and services. You will be the connective tissue between our Software Commercialization Team and Product Leaders and our post-sales teams, including Professional Services, Technical Services, Customer Success, and Customer Support.

You will bring a blend of strategic, operational, and product experience to ensure our teams are well prepared for the successful launch of new solutions, as well as feature and function updates to existing product offerings.

You will work cross functionally to define strategies, develop tools, and execute programs that drive the launch process from early access pilots to commercial availability, ensuring both customer time-to-value and company time-to-revenue are maximized.

To achieve this, you will leverage your experience in SaaS new product introduction, project management skills, and business acumen to build effective internal partnerships, drive business impact, and navigate ambiguity.

• Define deliverables for post-sales teams' needs (Professional Services, Technical Services, Customer Success, and Customer Support) for the phases of New Product Introduction and Release & Roll Out process. Build the project plan and timelines with defined deliverables for all new A&P product launches for the Professional Services, Technical Services, Customer Success and Customer Support teams.  Ensure these teams are prepared to introduce, support and expand adoption of all releases at scale.
• Measure and analyze launch goals and performance metrics to ensure successful outcomes and continuous improvement. This includes setting clear objectives, tracking progress, and making data-driven decisions to optimize future launches.
• Establish a clear and effective communication strategy for all releases to keep stakeholders informed and aligned. This includes regular updates and transparent reporting on the progress and status of product launches and feature/function updates.
• Continuously monitor the implementation of the new product, shadowing in-progress implementations to identify any issues or areas for improvement. This involves making necessary adjustments to artifacts or processes and providing additional training if required.
• Strive to understand the “why” behind current workflows and enthusiastically develop improvements. Success in this role means implementing new processes, procedures, and strategies that enhance communication and collaboration efficiency, while supporting the growth of the business.

• Experience in SaaS new product introductions and new product enhancement releases, specifically in Healthcare.  Experience with agile methodologies, Scrum Master Certified (SMC), Project Management Professional (PMP).
• Excellent communicator, comfortable engaging with both technical and non-technical audiences through written and verbal communication. Ability to learn each team's language and be able to translate for others. Ability to communicate up and out throughout each launch and new release.
• Detailed and action-oriented: enjoy taking on new opportunities, tough challenges, and do so with a sense of urgency, high energy, and enthusiasm.  This role will center around process, documentation, communication plans, and training.  Strong need to keep the energy up and the teams motivated.
• Excel at time management and prioritization, juggling a variety of projects, working autonomously and developing efficient workflow practices.  Ability to manage to a plan, identify and mitigate risk, and adapt and pivot in a dynamic environment.

Travel: 25% or less

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