Company:

Title21 is recognized as a leading quality management and electronic batch process record software provider to cellular therapy laboratories, blood and marrow transplant programs, and biotherapeutic manufacturers. Used by some of the nation’s most prestigious healthcare institutions, Title21 understands the unique nuances affecting this industry.

We are dedicated to streamlining and enhancing the documentation process by providing innovative and automated tools that allow our clients to focus on delivering life-saving treatments.

 

Summary:

Title21 Health Solutions is seeking a dedicated, dynamic, and experienced Professional Services & Implementation Manager who owns the implementation process, capacity planning, team members and overall leadership. As a Critical Thinker, you will play a pivotal role as a coach/mentor in ensuring that our clients receive exceptional implementation experience, planning and supporting a high level of client satisfaction and fostering long-lasting relationships. A leader who has exceptional skills to prioritize, triage and understand the urgency around resolving issues. Lead and support a strong implementation team.

 

Responsibilities:

• A leader to provide direction, work cross-functionally in supporting quote/SOW's estimates, run ongoing process improvement initiatives and report on billing milestones.
• The ability to plan and manage the implementation of team members with feedback, adherence to ongoing client status reports and overall direct report responsibilities.
• Implement and use tools such as Teamwork to manage and understand how to balance the projects across all team members.
• Further development of the role and responsibilities for team members holding each individual accountable.
• Train and onboard new implementation team members, ensuring they are equipped with the knowledge and skills to excel.
• Collaborate with other departments to resolve customer issues and ensure seamless and excellent customer experience.
• Stay up-to-date on the latest healthcare IT software trends and advancements to provide accurate and informative support.
• Escalate complex customer issues to the appropriate parties for resolution.
• Identify and implement strategies to enhance customer experience.
• Continuous review of possible improvements within the implementation team.
• This role may be asked from time to time to represent their role during sales presentations and in RFP processes.
• Contribution to the overall success of the organization, positive and encouraging disposition where a sense of humor is welcomed.

 

Qualifications:

• Bachelor's degree in a relevant field, such as Healthcare Administration, Computer Science, or Healthcare IT.
• Minimum of 5 years of experience as an Implementation Customer-facing Manager within a healthcare IT software company. Integration knowledge is a plus!
• Extremely self-directed, can make critical decisions and operate in a growth company/start-up environment.
• Proven track record of providing exceptional customer service and resolving complex issues quickly.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers, team members.
• Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
• Experience with innovation, new processes and experience with cross-functional teams which include client success, development, engineering and product teams.

 

Travel:

• 15% (estimated once per quarter)

 

 

EEO Statement: Title21 Health Solutions is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or other protected characteristics.

Accommodation Statement: Title21 Health Solutions is committed to providing reasonable accommodation for qualified individuals with disabilities. If you require accommodation to complete the application process, please contact our Human Resources Department.