Implementation Manager - EMR
United States
ABOUT KIPU
Kipu Health is a leading provider of technology solutions for behavioral health and addiction treatment organizations. Our platform supports providers across the full continuum of care, helping them improve clinical outcomes, streamline operations, and deliver better patient experiences.
At Kipu, we are committed to empowering our clients with tools and expertise that enable meaningful, measurable impact. Our Implementation team plays a critical role in that mission by ensuring clients are successfully onboarded, configured, and prepared to adopt our solutions with confidence.
SUMMARY
As an Implementation Manager, you will lead a team of implementation professionals responsible for delivering high-quality onboarding and deployment experiences for new EMR clients. You will focus on driving execution excellence, developing team performance, and ensuring clients achieve rapid time-to-value through effective configuration, training, and adoption.
This role emphasizes people leadership, operational consistency, and client outcomes, ensuring your team delivers implementations with clarity, accountability, and a strong focus on long-term success.
This role operates within established implementation frameworks and focuses on consistent execution and team performance, rather than defining organizational strategy.
JOB DUTIES
Team Leadership & Development
- Manage, coach, and develop a team of Implementation Specialists to deliver consistent, high-quality client outcomes
- Conduct regular 1:1s, performance reviews, and coaching sessions to support professional growth and skill development
- Provide real-time feedback through call reviews, project audits, and direct observation
- Foster a culture of accountability, collaboration, and continuous improvement
Implementation Execution & Quality Oversight
- Ensure your team delivers implementations with accuracy, consistency, and strong client engagement
- Reinforce structured delivery practices, including clear timelines, ownership, and next steps
- Guide team members in understanding client needs and translating them into effective system configurations
- Monitor active projects across your team and intervene when risks or quality concerns arise
Client Outcomes & Adoption
- Ensure your team prepares clients effectively for go-live, with a focus on readiness and confidence
- Promote strong training practices that enable clients to operate independently
- Drive focus on early adoption and meaningful system usage, not just project completion
- Support your team in delivering a client experience that builds trust and long-term success
Risk Management & Operational Discipline
- Ensure risks, issues, and dependencies across your team’s projects are identified early and managed proactively
- Maintain visibility into project health and address concerns before escalation is required
- Hold team members accountable for maintaining accurate and up-to-date project tracking and documentation
- Escalate complex or high-risk scenarios and coordinate cross-functional support as needed
Cross-Functional Alignment & Collaboration
- Collaborate with Sales, Customer Success, Support, and Product teams to ensure a seamless client experience
- Support effective handoffs and alignment across teams throughout the implementation lifecycle
- Communicate team-level project updates, risks, and trends to leadership and cross-functional partners
- Share insights and feedback to improve cross-functional coordination and client experience
Operational Excellence & Continuous Improvement
- Identify patterns and provide feedback to improve implementation processes, workflows, and team efficiency
- Support adoption of best practices, tools, and standard methodologies across your team
- Contribute to ongoing refinement of onboarding frameworks through frontline insights
- Encourage knowledge sharing and continuous improvement within the team
QUALIFICATIONS
Required
- 3–6+ years of experience in implementation, onboarding, or client delivery roles
- 1–2+ years of experience leading or coaching a team
- Experience managing multiple projects or overseeing delivery in a fast-paced environment
- Strong communication, organization, and problem-solving skills
Preferred
- Experience in healthcare technology or EMR/EHR systems
- Experience in SaaS implementation or onboarding environments
- Familiarity with cross-functional collaboration across Customer Success, Support, or Product teams
KEY COMPETENCIES
- Team leadership and coaching
- Project and program oversight
- Client communication and relationship management
- Risk identification and issue resolution
- Operational execution and process improvement
WHAT SUCCESS LOOKS LIKE
- Your team consistently delivers high-quality implementations on time
- Clients reach go-live prepared, confident, and ready to operate independently
- Strong early adoption and client engagement with the platform
- Risks across your team’s projects are surfaced and addressed proactively
- Team members demonstrate growth in performance, ownership, and execution quality