Customer Implementation Manager

Core Sound Imaging, a PSG company, is redefining the future of medical imaging through innovative, cloud-based technology. Our flagship platform,
Studycast® , is a comprehensive PACS solution designed to enhance operational efficiency, reduce costs, and accelerate the delivery of patient care.

Studycast seamlessly integrates the entire imaging workflow — from EMR to exam, to report, and back to EMR — within a secure, cloud-based environment. Its intuitive interface enables clinicians to view diagnostic-quality images and generate structured reports anytime, anywhere, ensuring timely and informed clinical decisions. Join us in transforming how healthcare professionals manage and share imaging data through innovation, reliability, and cloud technology.

The Customer Implementation Manager is responsible for leading the implementation experience for all customer implementations. This role oversees the implementation and technical configuration teams ensuring consistent, high-quality delivery that drives rapid customer adoption and optimal time-to-value.

The Customer Implementation Manager is accountable for execution against key operational metrics, including new revenue turn-up velocity, customer time-to-live and time-to-value, customer satisfaction, and team efficiency. This leader will drive continuous process improvement, automation, and scalability across the implementation lifecycle to support increasing customer volume while maintaining service quality.

Success in this role is measured by the ability to deliver predictable, efficient implementations, achieve CSAT targets, and accelerate customer activation and revenue realization.

(Duties are illustrative and not inclusive and may vary.)

• Lead, coach, and develop a team of implementation specialists and technical professionals, fostering a high-performance, accountable culture.
• Establish clear roles, responsibilities, and capacity models across implementation functions.
• Actively drive team performance to achieve (or exceed) defined KPIs and provide ongoing feedback, coaching, and performance management.
• Ensure consistent execution of onboarding processes, from project kickoff through go-live and transition to Customer Success.
• Build and foster a team culture that encourages and rewards driving increased momentum, creative problem solving and an overall bias towards action.

• Own the end-to-end implementation lifecycle, ensuring projects are delivered on time, within scope, and with high quality.
• Drive achievement of team goals, including:
• Target new revenue activation.
• Target % of implementations completed within 30 days.
• Target % of implementations achieving target CSAT.
• Implement standardized project management methodologies, tools, and reporting (e.g., Smartsheets, Asana or equivalent).
• Ensure accurate forecasting of go-live dates to support revenue recognition and financial planning.

• Identify bottlenecks and inefficiencies across the customer onboarding lifecycle and implement scalable solutions.
• Lead initiatives to reduce time-to-value through process optimization, automation, and improved customer engagement models.
• Partner with Product and Engineering to influence feature development that improves onboarding efficiency and customer experience.
• Continuously refine onboarding playbooks, delivery methods, and customer engagement strategies.

• Ensure consistent, high-quality customer onboarding experience aligned with customer expectations and business outcomes.
• Monitor customer feedback and CSAT data to identify trends and implement corrective actions.
• Act as an escalation point for customer escalations and complex or at-risk implementations.
• Ensure customers are fully enabled and prepared for go-live, including completion of training, workflow validation, and system readiness.

• Partner with Sales to ensure smooth handoff and alignment of customer expectations and scope.
• Collaborate with Customer Success to ensure a seamless transition post-go-live and alignment of adoption goals.
• Work closely…