Director of Implementation (Enterprise and Commercial)

Join Abridge as the Director of Implementation, where you will lead a team of implementers to ensure customer satisfaction, implementation quality, and successful pilot conversions. You will collaborate closely with cross-functional teams, drive strong team performance against core KPIs, and own high-impact implementations within your segment. Additionally, you will manage hiring, onboarding, performance management, and ongoing development for your team. This is a remote position with unlimited PTO, flexible working hours, equity for all new employees, and a generous equipment budget for your home office setup.

• Lead a team of implementers to ensure satisfaction, implementation quality, and conversion of pilots within customer segments.
• Drive strong team performance against core KPIs, including Implementation NPS, successful pilot conversions, and user activation.
• Own high-impact or strategic implementations within your segment, modeling best-in-class execution practices and setting the standard for the team.
• Data obsession to be able to tell a story of pilot performance and partner outcomes externally and team success and needs internally
• Have 7+ years of work in driving project execution or software implementations with 2+ years of experience of people management and team leadership
• Strong technical aptitude and ability to dive deep into integrations and technical implementations to solve complex problems and guide your team to the best implementation approach
• Are extremely organized. You’re able to manage multiple priorities at once, while maintaining attention to detail and quality
• Excellent ability to smell smoke and escalate early, with proposed solutions. Ability to create a positive team culture and environment around risk escalation
• Have a track record of driving successful healthcare technology implementation projects from initiation to completion
• Experience deploying scalable implementation strategies and systems tailored to the Commercial segment to be able to execute a high quantity of implementations while maintaining execution quality and service mindset
• Excellent communication and interpersonal skills, with the ability to build trust and establish rapport with clinicians and stakeholders at all levels
• Experience with a pilot conversion motion where our partners begin their engagements with us piloting our products then convert to long-term partnerships for scale
• Experience implementing electronic health records. (Epic is a definite plus)
• Familiarity with systems requiring strict adherence to privacy and security protocols
• Familiarity with CRM, customer success, and project management software and tools