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VPL is a healthcare logistics technology company that powers the movement of medications and medical supplies across the healthcare ecosystem through a centralized platform for shipping, tracking, and analytics.
The Implementation Manager leads customers through the process of implementing VPL's software and services, acting as the liaison between Sales, Account Management, Finance, Product, customers, and third-party vendors. This role requires strong project management and customer relationship management skills to deliver excellent customer experiences.
Key responsibilities include:
- Serving as the primary point of contact for internal stakeholders and customer project teams during implementation
- Leading customer discussions via web conference to understand business requirements and recommend VPL service configurations
- Scoping requirements, prioritizing tasks, and communicating issues to ensure customer satisfaction and timely delivery
- Managing relationships and expectations with internal and external stakeholders, maintaining accountability for on-time, high-quality delivery
- Leveraging problem-solving and critical thinking to overcome challenges and resolve issues
- Documenting best practices and contributing to continuous improvement of implementation processes
- Managing internal strategic projects as assigned
Required experience includes 3-5 years managing customer-facing projects and/or implementations with web-based software products, 2-3 years hands-on experience configuring web-based software solutions, and 1-2 years activating and configuring parcel carrier accounts. Experience with software integration (API, Webhook, FHIR) is desired. Candidates must demonstrate proficiency with remote desktop access software, Microsoft Office Suite, Jira, and Salesforce. The ideal candidate is customer-driven, detail-oriented, organized, reliable, and committed to continuous improvement methodologies.
