Software Implemtation Manager
FairWarning - Saint Petersburg, FL

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The Software Implementation Manager will ensure the smooth implementation and continued customer satisfaction with the FairWarning ® patient privacy breach detection solution. This is a technical role. The Software Implementation Manager should have a strong ability to work with both customers and members of the FairWarning ® team to successfully complete various activities related to software implementations and overall customer success and satisfaction. The Software Implementation Manager will manage multiple customer implementations simultaneously in a virtual environment with online tools and conference calls and at a fast pace. Projects will span multiple months and include highly technical components.

The Software Implementation Manager should have a strong ability to work with both customers and members of the FairWarning ® team to successfully complete various activities related to software implementations and overall customer success and satisfaction. The Software Implementation Manager will manage multiple customer implementations simultaneously in a virtual environment with online tools and conference calls and at a fast pace. Projects will span multiple months and include highly technical components.

Responsibilities
  • Serve as the primary liaison with FairWarning ® customers during the implementation process and as ongoing customer contact and support to ensure complete customer satisfaction over multiple years.
  • Proactively and with positivity work with the FairWarning ® team and the customers to analyze existing customer processes and ensure appropriate FairWarning ® product best practices when implementing
  • Develop, maintain and execute the project plan to First Productive Use, work to mature use by the customer, and customer renewal schedule

Ma Manage all aspects of implementation including:
  • Transition from FairWarning ® sales team
  • Customer contact and “Kick-Off”
  • Online tool tracking project milestones, activities, tasks and customer meeting minutes
  • Report project progress, including deliverables, milestones, risks and mitigation strategies, to both customers and the FairWarning ® team
  • Customer issues tracking
  • Technical problem resolution
  • Development of customer specifications for implementation
  • Customer and FairWarning ® team status and communication
  • Appropriate documentation throughout the project lifecycle
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Ma Manage post-implementation activities including:
  • Customer training and support for optimal adoption of product
  • Ongoing customer contact and support to ensure complete customer satisfaction
  • Documentation and knowledge management
  • Optimizing the implementation process for use on future projects, and other related process improvement opportunities
  • Ongoing feedback and dialogue with the FairWarning ® team focused on improvements and updates (product, infrastructure, sales, management, etc.)
Experience Requirements
  • Experience with ETL processes and common data source formats
  • Experience understanding and designing data maps
  • Experience in the healthcare industry – in technology or security – with knowledge of data privacy
  • Experience working in a software or technology company or on software or technology teams
  • Experience with a Linux/Unix operating system, shell scripts and cron
  • Knowledge of MySQL, database query skills
  • Knowledge of Salesforce.com and Central Desktop preferred
  • Proven track record of successfully implementing complex software and delivering outstanding customer support
  • Project management and software development process and methodology disciplines
  • Principles and processes for providing customer support / services
  • Attention to detail and organization; Strong time management skills and multitasking abilities
  • Effective problem solving and management of competing priority projects to attain positive results
  • Strong interpersonal and communication skills – a mastery of the English language with strong verbal and written skills are a necessity
  • BA degree in business, computer science or technical discipline

About this company
FairWarning is the world's leading supplier of cross-platform healthcare privacy auditing solutions for Electronic Health Records....