Amperity is more than just the leading customer data platform — THE PEOPLE bring energy, smarts, and experience from all different backgrounds, reflecting our commitment to diversity, equity, and inclusion. THE TECHNOLOGY is multi-patented, AI-powered customer data management software that we invented to help solve problems that have been frustrating consumer brands for years. THE OPPORTUNITY is to hitch your career to a rocket ship. We're addressing a critical market need: helping hundreds of leading brands make sense of massive amounts of transactional and engagement data so that they can understand their customers and provide experiences that delight while boosting revenue and moving the business metrics that matter. Come help us make it happen!

The Role

As an Implementation Manager, you will own the success of the customer journey from the closure of the sales process, to the launch of customer use cases within the platform, ensuring a durable, user-friendly, and maintainable outcome for the solution.

The primary objective of this role is to provide the oversight and management required to ensure a successful, on-time, and within-budget implementation that meets the objectives of the engagement. Your skillset will include; the ability to communicate openly and effectively with audiences of all seniority levels, understand and speak to higher level technical topics, demonstrated experience project managing large-scale and complex SaaS implementations at Fortune 500 companies with appropriate rigor, and in collaboration with internal and external partners to ensure successful outcomes.

You will be engaging with the customer and Amperity teams on the day-to-day management of the deployment as well as providing a communication channel & guidance with customer and Amperity executive steering committees. This regular stream of communication will be sponsored by your ability to evaluate risk, promote benefit, manage expectations, and control implementation scope.

Interesting Problems

• Project manage multiple, concurrent implementations varying in duration and complexity
• Drive customer and internal teams to timely and on-budget completion with appropriately managed project scope
• Coordinate and prioritize project tasks, manage timelines, maintain project plans, and communicate status to clients, project sponsors, and senior management
• Own connecting the dots between the right resources (executive and technical) and the right problems, directly participating, and ensuring the teams are empowered to deliver the best possible outcomes
• Anticipate, mitigate, and communicate project risk to deliverables, their dates, and impact on implementation success
• Understand the client from a practitioner's perspective - what does their day look like, what systems and technologies do they use, what are their pain points, how can Amperity's solution drive the most meaningful results
• Be curious about your customers from a business and strategic perspective - get to know their business, their industry, and develop an understanding of Amperity's value proposition within this context to deliver the best possible consultative experience
• Be passionate about continuing to build on a world-class consulting business within the Amperity platform
• Be an advocate of your client base across the organization – work with Product, Engineering, Marketing, and Executive Leadership teams to ensure the Amperity service is built to be well-aligned with client needs and goals

About You

• Background in professional services, technical project management, or similar
• Experience managing complex technical implementations, end-to-end
• Experience with managing stakeholders across various levels and functions
• Able to grasp and contribute to technical discussions from a conceptual standpoint; some exposure to SQL is a plus
• Understanding of data analysis skills. Ability to direct and curate efforts to dig into customer data and extract insights for stakeholders
• Passionate - you have a passion for diving into real customer data to solve real customer problems
• Organized - you have a natural ability to prioritize and you never drop the ball
• Comfortable leading in an ambiguous environment - you collaborate on design, architecture, and strategy, while not afraid to get into the technical details when needed to drive quality deliverables
• Gritty - you are able to pick yourself up, dust yourself off, and keep driving towards your vision

Remote Available

Amperity has headquarters in Seattle and NYC. We are also currently hiring in CA, CO, FL, GA, IL, IN, MA, MN, NJ, NY, OH, OR, TX, WA.

Compensation

Base Salary: $130,000 - $178,000.Within our pay range, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, internal equity, as well as candidate qualifications such as skills, experience, and education/training. For qualified new hires, we generally target the middle of this range.

Cash Incentives:Cash incentives are also available.

Stock Options:The opportunity for ownership is an exciting part of Amperity's total compensation package. Every employee at Amperity receives a new-hire equity grant, commensurate with the scope of their position.

Benefits

We offer all the benefits you'd expect from a great place to work: 100% employee healthcare coverage, transportation subsidies, a comfortable work environment with plenty of snacks, and other employee experience perks like events and activities, both in-person and remote. We also offer self-managed PTO and the flexibility to do your best work in the way that works for you. We provide an inclusive environment where you'll be challenged to find and unlock your full potential, surrounded by a team of world-class people driving for excellence. For more details on our benefits, please see our US Benefits & Perks Guide.

Amperity is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, and reproductive health choices), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as someone with a disability, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

#LI-DNI

Available Locations: Lisbon or Remote Portugal

Implementation Team Manager, Professional Services

Overview:

We are seeking a highly motivated and experienced Implementation Team Manager for Professional Services who will be responsible for the technical delivery of consultative and hands-on-keyboard implementation and migration services for enterprise customers. 

You are the team enabler, point of reference and coach. You will grow and develop your team and make sure work loads are equally distributed within the team. You are personable and can provide constructive feedback when necessary. You will help escalate and identify issues quickly and efficiently and you will work with the other team leads and the global head to ensure proper regional & cross-regional coordination. You have a solid technical background along with leadership and management skills. 

Ultimately, you are passionate about technology, have the ability to explain complex technical concepts in easy-to-understand terms and you like coaching and teaching. You are naturally curious and an avid builder who is not afraid to get your hands dirty.

Requirements:

Demonstrable experience in:

• Professional services delivery. 
• Coaching, leadership skills or team management.
• Owning and solving escalations, team issues or other management related scenarios.
• Building processes, leveraging tools and Agile methodologies for operational excellence.
• Deep understanding of how the Internet works. 
• Layers and protocols of the OSI model, such as TCP/IP, UDP, TLS, DNS, HTTP.
• Reverse and forward proxies and the application of both.
• IPv4/6, VPNs, router and L3/L4 and next gen firewall configuration, SDN and overall IT networking related best practices.
• Demonstrated experience with BGP (network architecture, design & implementation), tunneling technologies such as GRE & IPSec, MPLS, SD-WAN, NetFlow and/or sFlow.
• 5+ years in a customer facing position. 
• Ability to work with all levels of an organization (both internally and externally) with experience of both working cross-functionally and geographically. 
• Strong interpersonal communication (verbal and written) and organizational skills.
• Highly motivated, driven and passionate about technology and customer success.
• Anticipates needs, innovates, multi-tasks and excels in a fast-paced environment.
• Experience with Salesforce and the Atlassian Suite (Confluence/JIRA). 
• The work will be performed in English. Fluency in a second European language is a must.

Inter-Team Goals

• Cultivate cross team/office/region/global coordination, keep us all connected as one team.
• Facilitate knowledge transfer between teams.  Ensure the team learns from the great ideas of single team members.  Ensure mistakes are not repeated within the team.
• Develop strong relationships outside of the Professional Services organization to aid in escalation of issues (product/support/engineering/special projects/marketing/legal/etc).

Intra-Team Goals

• Keep the pulse of the team: who is happy, productive, performing. Know each member’s strengths and how they would each like to develop.
• Exemplify and cultivate positive culture traits.
• Provide support and confidence to team members.
• Cultivate a very open communication and diverse environment. Criticism is welcome and appreciated.
• Maintain a culture of independence amongst team members whilst offering advice when appropriate.

Personal Goals

• Maintain trust and respect from the team.
• Ability to handle any call from any customer.

Responsibilities:

• Project portfolio delivery, risk management, reporting, cost management, time management and stakeholder management. 
• Workload Management.
• Conduct 1:1’s with team members.
• Act as a point of escalation for team issues, escalate issues that can’t be solved within the team.
• Recruit, interview, and onboard new team members.
• Report on individual IM’s strengths and weaknesses. Build and execute development plans.
• Continuously improve the operating model: people, processes and tools evolve for success.

What you’ll do

In a few words…

Abarca is igniting a revolution in healthcare.  We built our company on the belief that with smarter technology we are redefining pharmacy benefits, but this is just the beginning…

From overseeing the implementation of new clients, products, and services to managing client relationships for all our accounts, the Client Success Team focuses endlessly on looking for ways to satisfy every single client’s need! As part of the Implementation Team you’ll be ensuring that all implementation aspects regarding new clients, products and services are tracked and delivered.

As our Implementation Manager you will be responsible for adding new clients to Darwin (proprietary adjudication platform) based on the agreed-upon contractual obligations. You will manage the overall implementation, execution, and completion of the process while ensuring consistency with company strategy, commitments, and goals. You will serve as a primary point of contact for internal as well as external stakeholders and clients during the implementation phase of each project. This includes day-to-day interface on project commitments and updates, leading stakeholder, and client meetings, and ensuring project delivery is appropriate, timely, and accurate.

The fundamentals for the job…

• Oversee the effective, accurate, and timely transition of new clients into Darwin (proprietary adjudication platform).
• Establish implementation project plans, support, define, and gather requirements, outline project objectives, and define implementation success.
• Lead client communications and presentations throughout the implementation process, facilitate client meetings, maintain notes, and constantly assess progress against key milestones.
• Manage 1 or more small to medium-sized implementations.
• Proactively identify execution risks and develop solutions to address them.
• Coordinate and collaborate with internal and external subject matter experts (SME) to facilitate the gathering of requirements for a successful implementation.
• Provide excellent customer service and oversight to build and maintain trusting relationships with clients and any associated third parties.
• Support the development of internal implementation and project management best practices.
• Implementation teams will provide support during the stabilization period after going live for 45 days during the transition to operational support teams.
• Lead joint workgroup calls and clarification sessions to ensure prompt attention of issues or risks.
• Identify and resolve or escalate issues and conflicts within the project implementation.
• Lead site visits, conference calls, and related responsibilities to ensure requirements are gathered using a consultative approach.
• Participate in E2E testing to ensure that claims processing requirements documented in the requirements gathering are working accurately. If applicable, you must make sure any identified gaps get fixed.
• Manage and update implementation statuses as needed by providing weekly/monthly/quarterly progress reports to senior leadership and clients.

What we expect of you

The bold requirements…

• Bachelor’s degree or Master’s Degree in a related area. (In lieu of a degree, equivalent relevant experience may be considered.)
• 6+ years or more of applicable experience in client onboarding and implementations and/or client management.
• Demonstrated experience leading large teams and meeting schedule milestones for a large system implementation or transition.
• Experience balancing operational and client-facing tasks to ensure successful execution.
• Excellent oral and written communication skills.
• We are proud to offer a flexible hybrid work model which will require certain on-site workdays (Puerto Rico Location Only).

Nice to haves…

• Experience in Project Management or gathering business requirements.
• Experience within the PBM technology sector.
• Experience in insurance, pharmacy, and/or healthcare.
• Project Management Professional Certification.

Physical requirements…

• Must be able to access and navigate each department at the organization’s facilities.
• Sedentary work that primarily involves sitting/standing.

At Abarca we value and celebrate diversity. Diversity, equity, inclusion, and belonging are guiding principles of Abarca and ensure Abarca’s workforce reflects the communities it serves.  We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Abarca Health LLC is an equal employment opportunity employer and participates in E-Verify.  “Applicant must be a United States’ citizen. Abarca Health LLC does not sponsor employment visas at this time”

The above description is not intended to limit the scope of the job or to exclude other duties not mentioned. It is not a final set of specifications for the position. It’s simply meant to give readers an idea of what the role entails.

#LI-JD1 #LI-REMOTE

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a delightful world-class experience that empowers physicians to deliver phenomenal care to patients.

Elation Health’s Professional Services team advises and guides our largest customers, ensuring they adopt Elation and continuously gain business value from our products. We are the trusted point of contact for Elation’s strategic customers throughout their lifecycle: onboarding, adoption, advocacy, and renewal.

In this role, you will be part of our Implementation team, responsible for helping customers deploy and adopt our solutions. Your role will be cross-functional in nature, working alongside and connecting Sales, Customer Support, Support Engineering, Partnerships, and Product, enabling you to experience multiple aspects of our fast-growing company.

This role requires exceptional customer-facing communication skills, the ability to quickly understand a customer's business, and comfort explaining technology products to both executives and day-to-day users. In addition to this, you will champion, role model, and embed Elation’s values as you enable our customers’ to succeed from launch to scale.

Role and Responsibilities

• Be on the front-lines and ensure our customers achieve their clinical and operational goals through implementation of Elation’s solution, collaborating with both external and internal stakeholders to get the job done
• Manage the deployment of Elation’s solution to large and medium scale customers, enabling customers to achieve quick time to value in their investment
• Create and execute project plans that include success criteria, and a repeatable playbook for future implementations
• Track implementation progress, participation, product adoption, and account health
• Juggle multiple customer engagements in parallel and work cross-functionally to deliver an exceptional experience for our customers.
• Deeply understand the Elation’s capabilities and explain them to customers of all types.

Professional Qualifications

• 4+ years of experience in a senior Customer Success, implementation, strategic or management consulting role. Enterprise SaaS experience preferred.
• This is a demanding position with high internal and external visibility, that requires strong priority management and high emotional intelligence
• Experience supporting or working with technical products
• Excellent consultative skills with experience in end to end system implementations
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, day-to-day users of our software

Salary: $110,000 - 120,000

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy. 

This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.

We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption. 

In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops (hr@elationhealth.com) with appropriate documentation. For a medical exemption, we require a doctor’s note, and for a religious exemption, we require a note from the team member outlining the request.

Who We Are

The name ThousandEyes was born from two big ideas: the power to see things not ordinarily possible and the ability to collect insights from a multitude of vantage points. As the world continues its digital transformation and relies more on cloud services and the Internet, the “network,” which is now both public and private, has become a black box our customers cannot see or understand.  

Our Internet and cloud intelligence platform delivers the only collectively powered real-time view of the Internet and private networks, cloud, and SaaS platforms, helping enterprises and service providers identify problems before they impact revenue, damage brand reputation, or halt employee productivity. 

In August 2020, Cisco Systems completed the acquisition of ThousandEyes, which now forms the ThousandEyes Business Unit within the Cisco Networking Business Group and is the Network Assurance solution for Cisco across the Cisco Networking Cloud and Cisco Security Cloud. ThousandEyes is also a foundational component of Cisco’s growing Full-Stack Observability (“FSO”) business. 

About The Role

When large enterprise customers acquire new software, the best way to ramp to productivity often involves a personal touch from resources who know the platform inside and out. This role’s main responsibility is to engage with customers to deliver outstanding enablement, implementation and optimization services for their ThousandEyes deployment. 

You'll need to be a ThousandEyes product expert, with monitoring system expertise, and a solid foundation in core network architecture. You'll plan for and deliver on a wide range of engagement types, including project planning, implementation, and documentation of monitoring services, end-user training, and optimization. You'll need to be a generalist who's polished and easy to put in front of a wide variety of customer roles.

** We are looking for candidates who are already based in Mexico or Mexico City**

What You’ll Do

• Guide customers on deploying and implementing the ThousandEyes product

• Implement ThousandEyes in customer environments in an efficient and cost-effective manner

• Engage with customers to deliver product implementation and integration services

• Lead many projects concurrently understanding current and future action items

• Delivery of training and industry best practice discussions

• Build value-based relationships with customers, leading to referral and renewal

• Leverage enterprise data analytics to track and report on customer engagement

• Contribute to best practice creation and maintenance

• Track and report on utilization and work performed

• Special projects as assigned

• Identification of potential product/services upsell or cross-sell opportunities

Qualifications

• A standout "customer first" attitude

• Bachelor’s or advanced degree in a technical field, or equivalent working experience

• At least 7-10 years working in a customer-facing role

• Project management and consulting experience

• Firm grasp of network and application protocols (Cisco/Juniper certification strongly preferred - CCNA/JNCP, etc. )

• Experience with Cloud/SaaS software products is a plus

• Experience maintaining or implementing LAN/WAN environments

• Familiarity with web technologies (deployment, maintenance, debugging) including REST APIs

• Experience with at least 1 programming language (Java, Python, JavaScript, etc.)

• Outstanding communication and problem-solving skills

• Deep technical acumen

• Enjoy a fast-paced, multifaceted environment

• Able to prioritize and accomplish tasks in tight timeframes

Cisco values the perspectives and skills that emerge from employees with diverse backgrounds. That's why Cisco is expanding the boundaries of discovering top talent by not only focusing on candidates with educational degrees and experience but also placing more emphasis on unlocking potential. We believe that everyone has something to offer and that diverse teams are better equipped to solve problems, innovate, and create a positive impact.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification. Research shows that people from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy. We urge you not to prematurely exclude yourself and to apply if you're interested in this work.

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis. Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.