Manager, Professional Services

Employment Type

: Full-Time

Industry

: Non-Executive Management



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Castlight Health is seeking an experienced manager with an operational background and successful track record of leading Professional Services or Implementation teams in high growth environments with large, complex enterprise customers. The Manager, Implementation will be responsible for leading a team of implementation managers that deliver customer launches of our software products.

The ideal candidate will have a history of successfully leading diverse professional services or implementation teams, implementing strategies and process to ensure high quality deployments of a complex product, and the ability to maintain relationships with leaders at customers under implementation.

Your team will include seasoned Implementation Managers who are responsible for the project management and technical configuration work for our customers.

Responsibilities
  • Lead & grow a team of Implementation Managers that own customer delivery of Castlight s services
  • Set the direction and drive operational excellence for the implementation management organization
  • Lead from the front and provide hands-on management and oversight for your teams and key customer implementations
  • Build & maintain KPIs, reporting, and operational management for customer implementations and team capacity for PS and leadership visibility
  • Provide executive sponsorship and build strong relationships with key customers, partners, and 3rd party vendors
  • Deliver regular executive briefings to senior leadership on customer implementations and PS priorities
Key Requirements
  • 5+ years of demonstrated management experience in an enterprise software environment (preferably SaaS) and delivering to large, complex enterprise customers
  • Experience managing an implementation team, including recruiting, training, staffing, and performance management for diverse staff
  • Proven, hands-on experience successfully implementing SaaS and/or enterprise software applications in complex, data rich environments; strong preference for experience in Healthcare and/or Wellness
  • Knowledge of healthcare, payer/provider, and/or digital health strongly preferred
  • Excellent people management skills with the ability to lead collaboration across functions and organizations
  • Ability to make tough decisions, to change and adapt quickly, while remaining focused on customers
  • Demonstrated ability to manage ambiguity and apply problem-solving skills to unique situations
  • Strong operational management, project management, consulting, and process improvement skills
  • Strong communication/presentation and negotiation skills
Travel: 25%

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