CUSTOMER SUCCESS - IMPLEMENTATION MANAGER

Tucuvi is the global leader in clinical Conversational AI in healthcare.Our product, THM, is the only patient management platform with a CE-marked product for AI clinical phone conversations for different pathologies and care processes. Safe and clinically validated.We have received numerous awards, including €5.5M in funding from the European Innovation Council. Today, we operate in 3 countries and we’re improving tens of thousands of patients lives in more than 30 different care pathways. We partner with leading healthcare systems and life science companies to transform patient care and augment healthcare professionals’ capacities.We’ve been doubling the team year over year to keep up with our growth. If you want to be part of a company transforming how patients receive care, just keep reading…🎥 Click here if you want to see more about Tucuvi.CONTEXTOur company continues to expand rapidly. We’ve almost tripled the amount of projects we started at the beginning of the year. So, in order to maintain the “the way we care” about patients and the healthcare system, we need to keep creating impact, fostering a high level of implementation support that differs us from the rest.That’s why we need to expand our team and why we are looking for an Implementation Manager within our Customer Success team, who will be focused on leading clients through the critical initial implementation phase. This role centers on guiding the client through the initial setup and integration of our product, Tucuvi Health Manager, ensuring the platform is fully operational before transitioning to the next stages of the lifecycle.We’re seeking someone ambitious, driven to make a real impact on transforming the healthcare system. Are you interested in growing into a role that offers you the opportunity to take on such a great responsibility? If you do, just keep reading.WHAT YOU’LL DOOur goal is to help clients integrate LOLA seamlessly into their clinical practice, improving the efficiency and effectiveness of healthcare delivery.That’s why we are looking for a proactive and experienced Implementation Manager to oversee the successful deployment of our product, focused on the initial setup and configuration. You’ll work closely with healthcare providers, IT teams, and key stakeholders to ensure Tucuvi’s solutions are implemented smoothly. Your primary aim will be to ensure the platform’s technical readiness, enabling the next phase of onboarding to be effective and valuable to all our users (patients and practitioners).What we expect and will happen during the first months with us…?During your first month: You will focus on gaining a deep understanding of our team structure, workflows, and the intricacies of our product. This includes becoming familiar with our systems, tools, and the specific projects you’ll be managing. You’ll meet with the Sales team to gather customer requirements and expectations, participate in internal handover meetings, and shadow other team members to understand the different steps for a successful implementation.By the end of month three: You’ll be expected to independently manage a complete implementation from start to finish. This includes leading client kick-off meetings, overseeing platform configuration, and coordinating with client internal teams to ensure technical requirements are met You’ll act as the primary point of contact for clients, addressing feedback, providing (first line) technical support, and ensuring smooth communication. At this stage, you’ll also be able to customize the platform based on client needs, enabling a strong foundation before transitioning to the onboarding phase.By month six:You will have full ownership of your responsibilities, driving projects from start to finish. You’ll be managing all aspects of the implementation life cycle, from sales handover to final deployment and continuous improvement. At this stage, you’ll not only support ongoing projects but also refine and optimize the implementation process (documenting processes, creating training materials…).RESPONSIBILITIESAs Implementation Manager, you’ll be responsible for managing the initial implementation phase. This includes:Sales handover: Collaborate with the Sales team to ensure a seamless transition between sales and implementation. Participate in handover meetings and review the sales handover form to get all relevant account details.Kick-off meeting: Lead introductory meetings with clients to align on project goals, discuss value propositions, and prepare materials such as onboarding packs for patient inclusion.Configuration meeting: Work with the client to finalize the product setup, covering protocols, alerts, interventions, and scheduling.Training session: Walk clients through the Tucuvi dashboard, record training sessions, and provide ongoing support as they test the system.Client feedback and updates: Conduct follow-up meetings after client testing to adjust configurations and ensure the solution meets their specific needs.Cross-functional collaboration: Work closely with other teams, including Product, Tech, and Data, to align on project needs and ensure a seamless setup.Pre-launch: Ensure everything is ready for deployment, from protocols to system testing.WITH WHOM WILL YOU WORKWe know it’s important to know with whom you’ll be working with. Meet part of the team here 👇Mireia, Kikí & AndrésREQUIREMENTSTo succeed in this position, you must have:>2 years of experience in a Customer Success or Implementation role, with a specific focus on the early stages of a SaaS solution deployment, B2B, preferably within a startup or R&D department.Proven experience in managing technical implementations and leading project phases focused on initial deployment.Strong project management skills, with the ability to manage multiple projects at the same time.Fluency in Spanish and English to manage communication with international clients and internal teams. Clear and professional communication is essential for the role.Willingness to travel up to 25% of the time to meet clients, conduct trainings, and oversee implementations in different healthcare settings.EXTRA BALL ✚Healthcare experience is a strong plus, specially, being familiar with the public sector in Spain.Experience with international clients is a plus, as well as leading distributed teams.WHAT WE OFFER💰 Flexible benefits through Cobee🌍 Remote work in an async environment.🕓 Flexible working hours.💃 Teambuildings every quarter.🏖️ 23 days per year + your birthday + 6 local and regional holidays added to your calendar (so we can choose when to enjoy them)🧑‍🏫 Budget for training💻 A laptop (Mac) + the equipment that you need (screen…)🛫 & last but not least, the possibility to join a team of good and ambitious people where you could grow!Wanna know more⁉️ Get in touch with with us: Andrés MoserCustomer Success Directora.moser@tucuvi.com