Program Manager

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Acuity

MD is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Our platform helps Med Tech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We’re backed by Benchmark, Redpoint, and Ajax Health and we help Med Tech companies identify how their products are used, understand why outcomes vary and identify opportunities where physicians can better serve their patients.

In this role, you will be responsible for ensuring our largest, most strategic accounts have a world‑class experience on the Acuity

MD platform. These customers represent the most complex organizations, technology portfolios, and technical requirements. They also represent the greatest opportunity for our company to have a positive impact on their businesses and on the world, as they bring diverse and impactful medical technology to the patients in need. The customers that the Program Manager will be responsible for are often in a constant state of implementation, as they deepen their initial adoption of and repeatedly expand their use of Acuity

MD to more and more of their business units. You will partner closely with sales executives, solutions engineers, and customer success managers in the Enterprise and Strategic segments to ensure a cohesive experience for these critical customers.

• Oversee Strategic customers throughout their implementation journeys
• Partner with account executives and solution engineering to scope, price, and successfully position/sell services for implementation, integration, and ongoing premium success
• Project manage the implementation programs for our largest customers
  • Lead the setup, configuration, and testing of the Acuity
    
    MD platform for new clients to ensure proper functionality
  • Coordinate internal and external resources to manage changes to the project scope and schedule for the flawless execution of projects
  • Provide client support until the implementation has been completed and the customer is transitioned to the Customer Success Team
  • Be a strategic partner to the Account Executive team and Customer Success team removing technical blockers with urgency and jumping into customer conversations when needed
  • Partner with the engineering team to efficiently and effectively activate standard and custom integrations with customer CRM, ERP, and data lake.
• Partner with AEs and CSMs to ensure our customers’ long‑term success
• Ensure the effective integration of key data between the Acuity
  
  MD platform and key customer systems
• Serve as an escalation point for customer issues and feedback, helping to coordinate resources as needed to drive timely resolution and response
• Be a key player in establishing the Professional Services business as a revenue generator with a clear path to positive margin
• Be a Builder – develop, refine, and continuously improve our enterprise and strategic playbooks and collateral for implementations
• Be a Bar Raiser – set a new standard for what great looks like and help others achieve it; level‑up the healthcare, medical billing, and medtech industry knowledge of the team
• Be a Curious Learner – show genuine interest in learning about our customers’ science, technology, and business imperatives; engage empathetically with internal colleagues to develop and improve processes, culture, and relationships

• Bachelor’s Degree required
  • Preferred focus areas: healthcare administration, science, engineering
• 10+ years customer‑facing experience
• 5+ years leading large scale customer implementation programs in highly complex and technical environments
• Startup experience preferred
• Strong leadership skills, with a documented record of leading high‑performing project teams
• A documented history of building strategic relationships with customer stakeholders at all levels
• Exceptional project management and organizational abilities
• You are fluent in technical concepts and have experience working closely with product management, engineering, and technical integration teams; you have an aptitude for…