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About the Role
Decoda Health is seeking an Implementation Manager to own the onboarding journey for every clinic joining the platform, guiding them from contract signing to full adoption and confidence in using the modules. The goal is to ensure every clinic is set up for success. This role combines hands-on onboarding, customer success, and product operations, utilizing AI tools for efficiency.
Responsibilities
- Own onboarding execution from kickoff to go live, ensuring all milestones are met on time.
- Improve the onboarding playbook by identifying and streamlining processes for scalability and consistency.
- Deliver hands-on training tailored to different roles within clinic staff, ensuring confidence and self-sufficiency.
- Coordinate smooth go-live days and provide close support during the initial weeks post-launch.
- Leverage AI tools to automate repetitive tasks, draft materials, summarize issues, and enhance workflow speed.
- Relay customer feedback, including bugs and feature requests, to engineering via clear tickets and track progress.
- Build scalable onboarding processes, including templates, training materials, and automations, to support company growth.
Requirements
- 4 to 6+ years of experience in implementation, onboarding, or customer success, preferably in a SaaS company.
- Exceptional written, verbal, and presentation communication skills.
- Personable and relationship-driven with the ability to build trust quickly.
- Strong training and education skills for non-technical audiences.
- Comfortable using AI tools like ChatGPT and Claude, with a proactive approach to automation.
- Highly organized with the ability to manage multiple parallel onboardings.
- Technically comfortable navigating products, configuring settings, and articulating technical issues.
- Possesses an ownership mentality, proactively resolving or escalating issues.
Skills
- Implementation
- Onboarding
- Customer Success
- SaaS
- Communication
- Training
- AI Tools
- Organization
- Technical Aptitude
- Problem Solving
- SQL
- CS Tools
- Healthcare Operations
Location
- Toronto (hybrid)
- Regular on-site clinic visits required
Work Type
- Hybrid
Experience Level
- 4-6+ years
Salary/Compensations
- $80K to $110K CAD
About the Company
- Decoda is an AI-native operating system for elective care clinics, integrating front desk, patient engagement, clinical documentation, billing, and inventory into a single platform.
- Backed by Y Combinator, Decoda has raised $4.5M and helps customers achieve 1.5x appointment growth and an 80% reduction in check-in time.