Implementation Manager

Implementation Manager

VEDA’s Implementation Managers will manage the onboarding of VEDA’s new customers, and ensure optimal ongoing utilization of VEDA’s AI and machine learning capabilities. This key team member will serve as a liaison between VEDA’s development team and customers, managing Tier 1 technical escalations, and ensuring outstanding customer experience.

Candidate Responsibilities

  • Serve as expert on VEDA’s data architecture and machine learning capability for clients
  • Oversee implementation and onboarding of new customers, ensuring optimal customer experience
  • Establish technical support and escalations process; manage Tier 1 customer issues
  • Partner with Customer Success and Sales organization in assessing and managing up-sell and / or contract expansion opportunities
  • Work alongside Sales and engineering teams to establish, manage and document data integration process to scale
  • Conduct training sessions and product demonstrations for current and potential customers to ensure optimal use of VEDA’s solutions; document processes
  • Provide technical support and address product-related inquiries during sales process in timely manner
  • Work alongside Customer Success and Sales organizations in establishing proactive customer success plans and processes
  • Track and escalate product issues as needed
  • Work closely alongside Sales and Engineering teams in assessing product upgrades, enhancement opportunities and / or feature recommendations that meet customer requirements and needs


  • Bachelor’s degree required; concentration in information science, computer science, or a related field preferred
  • 3+ years of experience in a Technical Account Management, customer success and / or implementation role for healthcare information technology solution
  • Solid technical background and a familiarity with Amazon Web Services preferred
  • Understanding of and experience working with complex data formats
  • Strong Project management skills and track record working cross-functionally in a high-growth environment
  • Familiarity with agile development practices
  • Excellent interpersonal skills
  • An ability to grasp and manage customers’ needs
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills
  • Sales or Customer Support experience preferred

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