Product Implementation Manager

About Us:

At AssistIQ we are dedicated to creating a more efficient and transparent healthcare supply chain by empowering providers to generate accurate data and insights on their supply usage. We’re building an AI-driven software solution  that provides seamless tracking, real-time visibility and actionable insights to healthcare systems, enabling waste reduction, better revenue capture, and ultimately better value of care and better outcomes for patients. 

About the Role:

Reporting to: Thierry Wong, Chief Technology Officer

In the role of Product  Implementation Manager, you’ll deploy AssistIQ’s capture software across various surgical suites and procedural areas in hospitals across North America. You will generate learning and leverage best practices, supporting the development of a scalable implementation model that serves our customers.

We’re excited by candidates who enjoy and are capable of working in a fast-paced entrepreneurial environment. Your ultimate goal is to make it easy for our customers to adopt and implement our solution. To be successful, you will be adept at juggling responsibilities in parallel including anticipating and identifying operational risks and mitigations, striking a balance between product and customer priorities while building strong customer relationships. 

We would expect you to comfortably move between clinical teams (e.g. nurses, physicians) and administrative stakeholders (e.g. finance, procurement). Teamwork, professionalism, confidentiality, project management, understanding of software products and communication are essential.

Given the dynamic nature of startup life, the role of the Product  Implementation Manager is dynamic with priorities evolving regularly.

Responsibilities:

• Plan and execute product implementation at Customers from discovery to live deployment, including but not limited to:
• Completing on-site customer discovery meetings and product demos to understand customer needs and opportunities.
• Identifying product gaps, customer, and internal risks to product implementation.
• Partnering with the Product team to outline customer needs.
• Completing on-site training for end users and ensuring end user acceptance.
• Building and maintaining positive relationships with product end users and communicating effectively with key stakeholders including on-site clinical teams, IT, managers, supply chain/logistics and administration.
• Ensuring smooth transition to customer success team post go-live.
• Ensuring internal and external visibility into implementation progress and milestones for the customer through reporting and stakeholder meetings.
• Conduct user acceptance testing post go-live with end users and communicate product feedback for improvements.
• Continuously improve implementation processes, including:
• Evolving training materials for superusers and other clinical teams, as required, striving for standardization and scalability.
• Refining implementation playbook and processes, leveraging feedback from customers.
• Be the “boots on the ground” to drive product improvements and expansion opportunities:
• Partner with the product team to improve product post go-live by gathering and delivering product feedback to the product team and understanding the strategic impact of any requested / required features looking across the entire AIQ customer base.
• Partner with Sales and Customer Success teams to strategize on future deployment / expansion opportunities.

Requirements

• Demonstrated capability for problem-solving, prioritization and project management
• Excellent interpersonal skills
• Comfortable interacting in a medical environment including operating rooms, cath labs, procedures rooms, etc. is required. Experience working in a healthcare setting is ideal but not a requirement. 

• Ability to synthesize information, think quickly and drive changes
• Strong communication (verbal, presentation, written) and time management skills
• >50% travel may be required

AssistIQ is looking for team members who share our values:

• Customer Centricity: We actively learn about our customers' pain points to understand their needs and deliver technology solutions that exceed their expectations. Customer satisfaction is our ultimate measure of success.
• Transparency & Inclusivity: We act with integrity, creating space for new ideas and sharing information about our progress, challenges, and decision-making processes.
• Agility & Flexibility: We iterate with speed, challenging the status quo and seeking continuous improvement to respond to our customer needs and market changes. 
• Accountability and Collaboration: We foster a culture of responsibility and display curiosity, grit and passion to achieve our objectives, individually and as a team. 
• Social Responsibility: We prioritize environmental impact by making responsible choices and developing products that make the healthcare industry more sustainable.