Program Manager

Back to jobsProgram Manager Boston or RemoteApplyProgram Manager AcuityMD is a software and data platform that accelerates access to medical technologies. We help MedTech companies understand how their products are used, why customers vary, and identify opportunities for physicians to better serve their patients. Each year, the FDA approves ~6,000 new medical devices. Our solution helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We're backed by Benchmark, Redpoint, ICONIQ Growth, and Ajax Health. We're a high-growth AI and Data company scaling rapidly. In this role, you will be responsible for ensuring our largest, most strategic accounts have a world-class experience on the AcuityMD platform. These customers represent the most complex organizations, technology portfolios, and technical requirements. They also represent the greatest opportunity for our company to have a positive impact on their businesses and on the world, as they bring diverse and impactful medical technology to the patients in need. The customers that the Program Manager will be responsible for are often in a constant state of implementation, as they deepen their initial adoption of and repeatedly expand their use of AcuityMD to more and more of their business units. You will partner closely with sales executives, solutions engineers, customer success managers in the Enterprise and Strategic segments to ensure a cohesive experience for these critical customers. Team Mission The Professional Services team is part of a tightly integrated commercial organization that is responsible for the end-to-end customer experience from initial sale and implementation through ongoing application support, success, and expansion. We provide a frictionless project experience, which is an essential part of ensuring AcuityMD customers are thoroughly supported throughout their journey with us. We strive to turn our customers into true partners and “raving fans.” We focus on making our customers successful, and they will ensure that we are successful. Responsibilities Oversee Strategic customers throughout their implementation journeys Partner with account executives and solution engineering to scope, price, and successfully position/sell services for implementation, integration, and ongoing premium success Partner with customers to understand their existing technology stack and AI roadmap; develop and own a joint transformation plan that ensures they can successfully adopt, scale, and govern AI-powered workflows within the AcuityMD platform. Project manage the implementation programs for our largest customers Lead the setup, configuration, and testing of the AcuityMD platform for new clients to ensure proper functionality Coordinate internal and external resources to manage changes to the project scope and schedule for the flawless execution of projects Provide client support until the implementation has been completed and the customer is transitioned to the Customer Success Team Be a strategic partner to the Account Executive team and Customer Success team removing technical blockers with urgency and jumping into customer conversations when needed Partner with the engineering team to efficiently and effectively activate standard and custom integrations with customer CRM, ERP, and data lake. Partner with AEs and CSMs to ensure our customers’ long-term success Ensure the effective integration of key data between the AcuityMD platform and key customer systems Serve as an escalation point for customer issues and feedback, helping to coordinate resources as needed to drive timely resolution and response Be a key player in establishing the Professional Services business as a revenue generator with a clear path to positive margin Be a Builder - develop, refine, and continuously improve our enterprise and strategic playbooks and collateral for implementations Be a Bar Raiser - set a new standard...