Implementation Manager - Enterprise
We're looking for an exceptional Implementation Manager to join our mission-driven team.
Full-time
Implementation Manager - Enterprise
We're looking for an exceptional Implementation Manager to join our mission-driven team.
Lyrebird Health is transforming the quality and accessibility of healthcare by automating clinicians' most time-consuming tasks. Placed in General Practice, Allied Health, and Specialist clinics, Lyrebird is saving clinicians on average 2 hours per day and enabling a level of care that was previously impossible.
This role is critical in driving customer activation, improving time-to-value (TTV), and fostering long-term customer success. We’re seeking someone who is highly organised, skilled in project management, and experienced in running large-scale implementations with enterprise organisations. The ideal candidate can build and maintain strategic relationships, confidently advise customers on how to best set up and utilise Lyrebird Health. Strong communication skills are essential, as this role requires instilling trust, building confidence with customers, and positioning Lyrebird Health as a reliable partner in their journey.
Your core responsibilities will include:
Enterprise Implementation: Design and lead onboarding implementations for enterprise customers, ensuring strong activation rates and reduced TTV.
Onboarding Optimisation: Continuously refine the onboarding process to reduce onboarding time, improve the customer journey, and increase TTV.
Cross-Functional Collaboration: Work closely with Sales, Customer Success, and Product teams to optimise implementation outcomes and ensure smooth customer transitions.
Training and Support: Deliver efficient, value-driven training sessions and ongoing support for key users, driving product adoption across organisations.
Scalable Processes and Tools: Establish scalable implementation processes, standardised tools, and reusable assets to ensure consistent delivery across enterprise customers.
Sales Support: Partner with Sales during the sales cycle, offering guidance, implementation expertise, and planning to set expectations for success.
Performance Metrics: Track and report on key metrics such as onboarding completion rates, CSAT, and TTV, identifying areas for continuous improvement.
Customer Relationship Management: Build and maintain strong customer relationships, continually engaging with key stakeholders to deepen trust, drive adoption, and deliver value.
Change Management: Guide customers through change management processes, helping them structure internal systems to achieve desired outcomes.
Skills
Project Management: Expertise in planning and executing complex implementation projects effectively.
Communication: Strong interpersonal and verbal/written communication skills to engage with both internal teams and enterprise customers.
Customer Relationship Management: Proven ability to build trust, manage relationships, and ensure customer satisfaction.
Problem Solving: Ability to listen, understand, and resolve customer challenges in scalable and effective ways.
Influencing and Persuasion: Act as a trusted advisor, gaining buy-in from enterprise customers and guiding them toward optimal solutions that align with mutual goals.
Business Acumen: Deep understanding of customer needs, industry dynamics, and value-driven solution delivery.
Experience Level
2-3+ years in project management, implementation, or customer-facing roles, preferably with enterprise customers.
Experience in health tech, SaaS, or similar industries, with a strong focus on customer onboarding and success.
Proven ability to manage complex projects, build trusted relationships, and guide organisations through change management.
Attitude & Approach to Work
Customer-Obsessed: Genuinely passionate about helping customers succeed and delivering exceptional experiences.
Empathy-Driven: Actively listens, understands customer challenges, and offers tailored solutions with care and consideration.
Proactive: Anticipates customer needs, identifies potential risks, and takes initiative to address challenges before they escalate.
Collaborative: Thrives in cross-functional environments, working closely with teams across Sales, Customer Success, and Product to drive success.
Adaptable: Excels in dynamic environments, adjusting to changing customer needs and business priorities with ease.
Results-Oriented: Committed to delivering measurable outcomes, ensuring customers see tangible value from Lyrebird’s solutions.
We're transforming the future of healthcare:
All that's missing is you.