Director of Implementation

Position Overview:

We are seeking a Director of Implementation to lead and elevate our Implementation Services team. In this role, you’ll oversee the strategy and execution of onboarding new customers to the Marketscape Platform while driving ongoing education to empower our user base. You’ll lead a team of consultants and trainers who deliver exceptional customer experiences, leveraging deep healthcare domain expertise and technical acumen to support our data products and CRM solutions. Our data products, Insights and Strategy, require the team to have deep healthcare domain knowledge. Our CRM product integrates with several EHR solutions, requiring the team to facilitate technical discussions with confidence.  

Our customers range from small teams to enterprise-level organizations with over 1,000 users. Your ability to define scalable service offerings and tailor implementations to each customer segment will directly impact Trella’s customer acquisition and satisfaction.

Location: Remote - US (Preference to applicants located in GA, TN, SC, NC, FL, TX & PA)

Reports to: Chief Product Officer

As Director of Implementation at Trella, you will:

• Oversee the delivery of customer implementations that provide best practice guidance, solution configurations, and learning experiences that allow customers to achieve their desired outcome from our solution.
• Architect and execute a curriculum development strategy that includes multimedia, multichannel content, virtual instructor training, eLearning modules, and microlearning videos.
• Build, manage, and grow a high-performing Implementation Services team that consistently meets and exceeds quarterly goals and targets.
• Establish and maintain executive-level relationships with key clients to ensure alignment and satisfaction.
• Partner with the Customer Success team to proactively engage at-risk customers and implement risk mitigation strategies.
• Collaborate with the Sales team to refine our implementation approach and scope projects for enterprise clients.
• Work closely with Product Management and Product Marketing teams to deliver internal enablement resources for Trella employees.

This job might be a fit for you if you have: 

• Prior experience in the Post-Acute Care, EHR, or healthcare tech industry is required.
• 5+ years experience leading a software implementation team for a solution that integrates with other solutions.
• Experiencing using tools such as Salesforce, Jira, Baton, or similar platforms.
• Experience in talent development and scaling teams/organizations.
• Expertise in designing implementation approaches that incorporate various educational strategies based on customer needs.
• Exceptional facilitation skills with the ability to listen carefully to customer needs, understand their challenges, and deliver actionable solutions.
• Ability to thrive in a changing and fast-moving environment.
• Ability to travel 10-20% for company initiatives and customer delivery.
• Bachelor’s degree or equivalent years of experience.