Medallion

Implementation Specialist

• Lead, coach, and develop a team of Implementation Project Managers
• Set clear goals and performance expectations, hold the team accountable, and create room for growth
• Serve as escalation point for complex, high-impact projects
• Build a culture of accountability and continuous improvement
• Own the staffing model and define project capacity, hiring needs, and hiring profiles
• Build onboarding and training programs for new implementers
• Build project plans with milestones, owners, and timelines and drive successful go-lives
• Lead technically complex implementations involving data integrations, workflow configurations, and API-based setups
• Translate customer business requirements into technical specifications and align scope with Product and Engineering
• Identify risks, remove blockers, and ensure clean handoffs between Sales, Solutions Consulting, Implementation, Engagement Management, and PE Ops
• Define objectives, KPIs, scalable processes, and data-driven implementation milestones
• Develop scoping and SOW pricing structures and partner with Sales to position and sell implementation services
• Own time-to-live, hours per implementation, and utilization by tier
• Build dashboards and operating cadences to manage implementation performance
• Gather and share customer insights to improve the product and onboarding journey
• Drive paid services to margin neutral or positive with cost floors by tier

Senior Manager, Implementation