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Salary: USD 165,000 - 210,000 / annual
Medallion is a leading provider operations platform automating licensing, credentialing, payer enrollment, and compliance monitoring for healthcare organizations. The company is ranked #3 on Inc. Magazine's 2024 Fastest-Growing Private Companies in the Pacific Region and #5 on LinkedIn's 2024 Top US Startups, backed by $130M in funding from investors including Sequoia Capital, Google Ventures, and Optum Ventures.
You will lead the Implementation function at the forefront of Medallion's Customer Experience. Implementation is foundational to every customer partnership—your team works with new clients to implement, train, and drive adoption of Medallion's product suite, setting the tone for the entire relationship.
You'll manage and develop a team of Implementation Project Managers who deliver both repeatable mid-market projects and enterprise customer engagements. Equally important, you'll evolve how the company runs implementation by building a rigorous, data-driven motion rooted in best practices that enable faster, lower-effort, and higher-quality delivery.
Implementation sits within Customer Experience and partners closely with Sales, Solutions Consulting, Operations, and EPD. With Sales, you'll establish a new SOW process to standardize pricing and project scoping. Within Customer Experience, you'll work closely with the Engagement Management team for post-live handoffs and the Technical Solutions team during projects. You will own components of the services P&L trajectory—implementation and TSM are paid services, and you'll drive them to margin neutral or better.
Key responsibilities include: leading, coaching, and developing the Implementation Project Manager team with clear goals and accountability; serving as the escalation point for complex, high-impact projects; building a culture of continuous improvement; owning the staffing model and onboarding program; building detailed project plans with clear milestones and driving projects to on-time go-lives; leading technically complex implementations involving data integrations, workflow configurations, and API-based setups; acting as the bridge between customers, Product, and Engineering; defining team objectives, KPIs, and scalable processes; developing scoping and SOW pricing structures; owning time-to-live, hours per implementation, and utilization metrics; gathering and synthesizing customer insights to drive product improvements; and ensuring paid services reach margin neutral or positive.
REQUIREMENTS:
- 7+ years of experience in SaaS implementation, technical project management, or professional services
- 3+ years of people management experience directly leading and developing an Implementation team
- Track record of owning complex, enterprise B2B SaaS implementations end-to-end
- Strong technical fluency across data integrations, API-based setups, and workflow configuration, with ability to translate between business and engineering teams
- Experience building implementation processes and operating models from the ground up in a scaling environment
- Demonstrated ability to shorten implementation timelines while maintaining quality, with measurable improvements in hours and weeks
- Experience independently managing complex customer escalations with composure; executive-level recovery experience is a plus
- Prior experience in a scaling B2B SaaS startup environment
- Experience in a configuration-heavy, complex vertical; experience in regulated, compliance-driven, or healthcare environments is a plus
- Strong proficiency with AI and project management tools, with a data-driven approach to managing delivery and performance
