Implementation Manager

About Cylinder

Founded in 2021 and offered as an employer benefit, Cylinder delivers personalized, clinician-backed care to those suffering from digestive issues through its virtual health platform. Cylinder’s tech-forward, human-first program connects members to the right level of support at the right time through an easy interface, bringing the healthcare ecosystem together to align around member needs. Cylinder’s dedicated care teams help members proactively address their gut health from every angle – decreasing costs, reducing absenteeism, and improving their quality of life, at scale. Cylinder’s vision is to create a world where people receive convenient, personalized, and affordable access to the quality digestive healthcare they need to improve their overall health.

Position Summary

We're looking for an Implementation Manager (IM) to lead client implementations (launches and expansions with Cylinder partners) and spearhead cross-functional internal strategic initiatives. Our Cylinder solution works with our members to help identify and manage their digestive health conditions. The IM will lead clients through the implementation process through launch, understand client needs and gather all business requirements. The IM will serve as the primary point of contact for their clients during implementation, and work closely with cross-functional teams (Sales, Client Success, Marketing, Product, Tech, Clinical Ops, Member Services, and more) to manage implementation of products and services.

Responsibilities Include:

• Serve as primary day to day contact for the client during implementation, with a focus on understanding client needs, proposing potential solutions, and collaborating with internal teams to drive for successful implementation

• Collaborate with Strategic Partner and Client Success teams to drive successful transition of client relationships

• Coordinate with Product and Tech teams to translate business requirements to technical requirements and help provide context to drive prioritization and trade off discussions

• Develop, update, and regularly share project plans, agendas and other collateral to ensure all parties are updated on implementation progress while looking for opportunities to improve and automate processes

• Deliver clear, consistent, and frequent communication with client and internal stakeholder teams to provide implementation updates and check for launch readiness

• Present to and meet with clients on a regular basis and ensure client satisfaction scores are met / exceeded

• Balance multiple stakeholder priorities to deliver the optimal member and client experience, including but not limited to client requirements, revenue targets, care team staffing capacity and product priorities

• Facilitate member engagement planning and execution in collaboration with the Marketing and Member Services team 

Required Qualifications

• Minimum of 2 years of demonstrated focus on client management and/or implementation in the digital health space

• Ability to influence others, work as part of a team and act as a catalyst for change

• Demonstrated expertise in strategic planning, executing and delivering projects on time and on budget while working in a fast-paced, high-energy, team-oriented environment

• Presentation experience in front of groups of all sizes

• Strong project management skills and comfort in framing complex problems to drive solutions

• Ability to employ diplomacy skills to maintain strong client relationships while balancing internal organizational priorities

• Independent and comfortable with minimal support in a dynamic high growth organization

• Experience with Google Suite

• Prior experience working in health plan operations, healthcare, or consulting preferred

Cylinder is an equal opportunity employer. We believe safe spaces where everyone can be their authentic selves is the key to a successful team so we welcome and embrace all identities, cultures, and backgrounds.

Compensation Range: $85K - $100K