SaaS Implementation Team Manager

Job Function: Please note this role is not an infrastructure role or system installation, our Implementation team onboards our new clients onto our software and provides hands on guidance through EMR Data transfer.

Why BoomerangFX?

BoomerangFX is more than just a SaaS tech company – we are one of North America’s fastest-growing healthcare SaaS solutions providers offering integrated practice management software, digital marketing, and e-learning solutions to the aesthetic medical industry – we serve specialized industry segments spanning dermatology, Medspa, cosmetic surgery, women’s health, cosmetic vision, dental and hair restoration.

Our company is well-funded by international private equity. We have a market opportunity that is rare in its scale, recession resilient and powered by a strong business model with an impressive leadership team. Trusted by a growing community of healthcare professionals across North America, our product delivers the only cloud-based SaaS solution for private healthcare practices integrating advanced clinic workflow management tools, electronic medical records (EMR), accounting, data analytics, digital advertising, lead generation and e-learning in a single user-friendly solution – this unique feature-rich practice management solution is supported by advanced Machine Learning and designed to help our clients succeed in the marketplace.

BoomerangFX is expanding rapidly across North America and international markets including Australia, Germany, France, the UK and Latin America with industry-leading technology that is helping to modernize private aesthetic healthcare practices.

Role Overview

The Implementation Team Manager - SaaS is responsible for overseeing the end-to-end implementation process of our SaaS solutions for clients. This role involves collaborating with cross-functional teams, including sales, product development, and customer support, to ensure that the implementation meets client expectations and aligns with the company's goals. The Implementation Manager will lead a team of implementation specialists and work closely with clients to understand their unique requirements, configure our SaaS solutions to meet those needs, and provide training and support to ensure a smooth transition to the new software.

In addition, you will assist the team with handling customer escalations and mentor/coach new team members.

**Please note that this is a 5 days/week In-Office position, based in our office in Mississauga, ON.

What we offer:

Competitive Salary + Annual Performance Bonus

Comprehensive Benefits Package (Dental, Vision, Prescription, Medical)

Paid Time Off

Free Onsite Parking

Onsite Fitness Facilities

Company events (social hours, team events)

Scope of duties

Maintain an agile and strategic implementation plan to enhance client onboarding experience and meet changing demands

Attain an in-depth understanding of the BoomerangFX suite, becoming a go-to expert on how our platform can revolutionize private medical practices

Lead day-to-day operations of the BFX Software Implementation team

Offer world-class service to our clients while handling multiple and complex implementation projects.

Stay up to date on new features and workflows within the software suite.

Using your analytical and technical proficiency to efficiently guide the client through the implementation process - assessing business and implementation risks, troubleshooting complex issues, managing internal resources to resolve product and integration issues, and ensuring our client's success in reaching their objectives.

Partner effectively with BoomerangFX’s Sales, Compliance, Development, Product Management and Customer Success teams to ensure a successful customer experience and implementation.

Coordinate project timelines, tasks, and development efforts to manage implementation projects and ensure we keep our client onboarding plans on schedule.

Coordinate with HR for new hire onboarding or recruitment efforts for the Implementation department

What you Offer

B.S. in Healthcare Administration, Computer Science, Information Systems or related field

5+ years of hands-on implementation experience with SaaS applications or other software solutions.

Knowledge of the healthcare industry is an asset, such as billing, patient scheduling and EMR applications is an asset

Strong project management skills to effectively guide the customer to success while managing various internal resources

Ability to lead workshops, including the gathering/documenting of requirements and use-cases and recommendation of envisioned processes.

Experience with Ticketing Systems (JIRA, etc.) and CRM systems (HubSpot) is a plus

Proficiency in all Microsoft Office applications, with a focus on Excel and SQL database management systems.

Strong communication skills with the ability to guide clients and a team through strategy and communicate clear goals and expectations

Team oriented with a customer success mindset to build relationships and work within a collaborative team environment

Strong analytical, creative thinking and problem solving skills

Ability to work in a fast-paced, deadline-driven start-up environment