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Implementation Manager

splose
Adelaide SA

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Job Details

Full-time
14 days ago

Qualifications

Jira
Trello

Full Job Description

About us

splose is the AI-powered practice management platform powering better health care. Trusted by over 25,000+ Allied Health professionals around the world, splose is purpose-built to free clinicians from admin and let them focus on what matters most - helping people. Backed by leading VC funds EVP, Spectrum Equity, and Athletic Ventures we have recently announced a record-breaking $46M Series A raise - the largest Series A of any South Australian SaaS company ever. We’re growing fast and investing in our product, our people, and our global growth.

About you

We're looking for an Implementation Manager to run onboarding for our Mid-Market customer band(15 to 49 practitioners in their org) that make up the large majority of our implementation hours.

This role is built for speed and consistency, not bespoke handling. You'll deliver standardised onboarding within clear tier SLAs, protect that time from unnecessary manual work, and make sure every customer gets a great experience regardless of which Implementation Manager they land with. You're comfortable running a high volume of onboardings without cutting corners, and you know the difference between a problem worth solving once for everyone and a one off that just needs to be closed out.

What you'll do

Deliver standardised onboarding within tier SLAs: Run white glove elements where warranted, including focused, limited live Q&A sessions rather than a pure self-serve handoff
Enforce the self-serve data template policy for customers not on a supported Practice Management System, protecting onboarding time from manual data prep
Keep data migrations moving using the direct Implementation Manager to engineer channel for anything that gets genuinely complex
Feed onboarding friction patterns to the Implementation Lead rather than repeatedly solving the same one-off problem
Provide feedback that helps scale the onboarding process across the Mid-Market segments
Promote activation of upsell features, including SMS and Stripe, coming through the sales motion and in onboarding

What you'll bring

Required

1 to 3 years' experience in Customer Success, Onboarding, Implementation, or a related customer facing role, ideally within a SaaS or healthtech company
Comfortable working to defined SLAs in a high volume environment, balancing speed with a good customer experience
Strong product knowledge and the ability to run confident training and onboarding sessions
Clear, friendly communication style, with the ability to simplify technical concepts for non technical customers
Comfortable using CRM, support, and project tools such as Intercom, Trello, Pipedrive, or Jira
Good judgement on when to escalate versus resolve independently
Experience working with Allied Health professionals or in a clinical setting
Experience with data imports, migrations, or Practice Management Systems
Tertiary qualifications or relevant experience

Next Steps:

Only shortlisted candidates will be contacted for an initial screening call by our internal TA team.

Equal Opportunity Employer:

splose is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you need support and adjustments in participating in this process, please let us know!

**We are not accepting recruitment agency submissions for this role.

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