Implementation Specialist

About the Role:  

We are hiring an Implementation Specialist to join our Client Success team. You will lead end-to-end onboarding of healthcare clients onto the Ash platform, managing the process from kickoff to go-live with a focus on timely, high-quality delivery. Responsibilities include overseeing implementation, gathering client and sales requirements, and creating efficient project plans. Acting as project manager, you will collaborate with Sales, Product, Operations, and Engineering teams. During onboarding, you will be the primary client contact and liaison with Ash teams. After onboarding, you will transition clients to the account management team for continued success.

Responsibilities: 

• Design and Own Ash’s Implementation Program
  • Define and manage the end-to-end Implementation experience for onboarding clients, ensuring alignment with company goals and client needs.
  • Create and deliver materials and support resources for internal teams and external partners to ensure seamless implementation and understanding of our platform.
  • Continuously improve implementation frameworks, introducing new or improving existing tools and practices to enhance efficiency and scalability.
  • Build and maintain strong relationships with health plan and provider partners, as well as internal teams, to promote open communication and effective collaboration.
  • Ensure implementations are completed on schedule while maintaining an amazing client experience. Build and nurture excellent relationships with partners, ensure they love the experience we offer them

• Execute Ash’s Implementation Program
  • Manage complex implementation projects for digital health companies, public health organizations, and payors - overseeing the process from pre-sales scoping, kickoff, to go-live while ensuring on-time, high-quality delivery.
    • Prioritize assigned onboardings based on Go Live Date and revenue, with assistance from Sales and Client Success
    • Work with the sales team during post-sales handoff to ensure client expectations are properly scoped and communicated.
    • Own the process of translating program specifications into system configuration.
    • Serve as the escalation point for client challenges during implementation and develop action plans to address them.
    • Run end-to-end testing calls with appropriate internal team members to ensure clients are correctly configured on the Ash platform.
    • Overcome project blockers with strong problem-solving and influencing skills, working in both business and technical contexts, and building trust with diverse stakeholders.
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  • Project manage all aspects of onboarding, timeline management, risk mitigation, and issue resolution.
    • Apply Ash’s tech and product knowledge to assist with addressing client needs.
    • Utilize Jira for creating & monitoring tasks and keeping team members informed of progress of assigned tasks
    • Collaborate with Product and Operations teams to manage technical integrations and platform customizations.
    • Oversee project planning and management across multiple work streams, including timelines, resources, and deliverables, to guarantee successful market and partnership implementations.
    • Identify potential risks and challenges during the implementation process, proactively developing and communicating strategies to mitigate them.
  • Work with Others and Measure Success
    • Ensure a seamless transition of accounts to Client Success teams upon Go Live, with detailed documentation and handoff processes.
    • Own KPIs like time to Go Live and implementation NPS
    • Track performance against implementation success measures, making necessary adjustments to optimize outcomes.

Qualities: 

• Proven track record managing complex, multi-phase projects using Agile, Waterfall, or hybrid methodologies. Skilled in creating and managing high-quality project plans, breaking down tasks, mapping dependencies, and identifying the critical path to launch.
• Understand and have experience managing API integrations and navigating large enterprise organisational structures and decision making processes in order to drive successful project outcomes.
• Exceptional verbal and written communication skills, adept at presenting complex concepts to both C-suite and working teams, adapting messages to the audience.
• You know how to organize input from stakeholders to determine business objectives, and you can translate them to value-added system requirements and technology roadmaps.
• You care about people - your colleagues, our customers, and everyone around you. People want to work for and with you. You lead with influence, not authority.
• A self starter with a bias towards execution. You maniacally focus on getting the job done, and nothing slows you down. 
• You have a passion for healthcare and want to work at a place that cares deeply about helping to improve patient outcomes and experiences.

Requirements: 

• Bachelor’s degree
• 5+ years of experience in implementation, onboarding, or project management, preferably in the healthcare, SaaS, or digital health industries.
• Strong project management skills, with experience using tools like Monday, Jira, Google Work Suite and Excel

About Ash Wellness:

Ash Wellness is a B2B platform that empowers clients such as payors, digital health companies, and public health departments to initiate and oversee white-labeled at-home testing programs. Ash believes that by bringing testing to wherever is most convenient for patients, it helps eliminate social and structural barriers, thereby enhancing the inclusivity and accessibility of healthcare.

Ash is a venture-backed Series A company that has raised $15M to date, with a clear pathway to profitability. In the last fiscal year, Ash increased its revenue by over 100% and is now seeking new team members who have experience in developing and scaling startups. As a fast-paced tech startup, we value employees who can take ownership of projects, pivot easily, and iterate until they achieve success. As healthcare enthusiasts, our employee culture prioritizes assisting others—our clients, their patients, and each other!

Ideally this candidate can work in a hybrid capacity, splitting their time between our NYC office and home; however, there is flexibility commensurate with experience.

What we offer: 

• The opportunity to join a mission driven team and play a crucial role in shaping the future of the company.
• Inclusive and transparent social culture. 
• Challenging work, fast learning cycles, practical training, and meaningful feedback. We want to learn from every member of the team and bring fresh ideas to the table every day.
• Flexible working environment with unlimited vacation time and company provided team lunches.
• Competitive pay, full health benefits (medical, dental, vision), stock options, 401k program.

Commitment to Diversity, Equity and Inclusion:

Our company values diversity and believes diverse teams make innovation possible. We work on complex, difficult problems in making healthcare more accessible and inclusive. We need a diverse team that can bring different perspectives and approaches, and whose experiences reflect the full set of stakeholders we seek to serve. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.