Responsibilities:

1. Serve as the primary implementation lead and operational owner for assigned customer accounts following contract execution, coordinating all Smile customer delivery activities across implementation and operational support functions,  renewals, and identifying continued sales opportunities.  

2. Work closely with Resource Management to oversee project resource management responsibilities, including but not limited to, resource allocation and tracking of technical resources across customer engagements.

3. Lead customer onboarding, implementation execution, operational readiness, and deployment coordination, ensuring successful integration of Smile solutions into customer environments..

4. Maintain visibility into the sales pipeline, proactively preparing for new opportunities nearing contract closure, and ensuring seamless transitions into implementation phases.

5. Coordinate cross-functional implementation execution across Product, Engineering, Support, Sales Account Management, and Delivery teams to ensure alignment on priorities, timelines, risks, dependencies, and customer expectations.

6. Maintain visibility into customer engagement financial health, implementation scope alignment, forecasting inputs, and operational delivery impacts to support successful customer outcomes and business performance..

7. Support the creation and negotiation of Statements of Work (SOWs) and other contractual documents in collaboration with sales, legal, and technical stakeholders.

8. Partner with Sales Account Management to support customer growth opportunities, renewals, and strategic account planning while maintaining primary focus on successful customer delivery and operational execution..

9. Working closely with technical cross-functional teams, ensure an effective deployment plan ensuring alignment with customer expectations and objectives. 

10. Oversee critical customer issues that escalate into problem management, ensuring proactive communication and timely resolution.

11. Lead implementation governance activities including customer operational reviews, risk identification, issue escalation, milestone tracking, and executive communication for assigned customer accounts.

12. Ensure customer implementation risks, product gaps, delivery challenges, and operational concerns are proactively identified, documented, communicated, and escalated through appropriate Smile governance channels.

13. Coordinate the Smile Customer Care Team for assigned customers, including Sales Account Managers, Product Managers, Support, Engineering, and Delivery resources, ensuring alignment and accountability across all customer-facing operational activities.

14. Facilitate regular customer meetings and reviews, ensuring transparency and alignment on project status, milestones, and deliverables.

15. Ensure consistent and positive customer experience, proactively addressing concerns and ensuring high levels of customer satisfaction and retention.

16. Support the development and update of enablement tools and resources, as needed. 

17. Ensure in-depth and up-to-date technical knowledge of market and industry trends as well as deep understanding of customer business goals and objectives to facilitate customer success. 

18. Ensure implementations are managed in alignment with Smile delivery governance standards, including proactive communication, issue escalation, stakeholder coordination, risk management, and implementation accountability.

Requirements:

1. 5-7+ years of experience in a technical software delivery role such as, technical account management, customer success or similar role with a strong technical delivery component.

2. Post-secondary education in a technical program, business administration and/or equivalent work experience. 

3. Previous experience in resource management, financial oversight, and contract/SOW creation. 

4. Strong customer relationship management and operational leadership skills with the ability to coordinate cross-functional teams and drive successful implementation outcomes.

5. Experience leading complex customer implementations or enterprise software delivery engagements involving multiple internal and customer stakeholder groups.

6. Excellent knowledge and experience working with Agile methodologies (Scrum, Kanban), particularly in software and technology implementation contexts.

7. Strong operational communication, executive-level customer engagement, risk management, and escalation management capabilities.

8. Strong communication, presentation, and negotiation skills, with the ability to effectively engage technical and executive-level customer stakeholders.

9. Experience collaborating cross-functionally with sales, implementation, product, and technical teams.

10. Proven track record in managing multiple customer accounts simultaneously, ensuring consistent customer success outcomes.

11. Experience with healthcare technology, interoperability, and familiarity with healthcare standards (e.g., FHIR, HL7), is highly preferred. 

12. Ability to travel up to 25% approximately.

Additional Information:

Smile discloses that artificial intelligence (AI) may be used in portions of the recruitment and selection process, such as resume screening or application assessment. All hiring decisions are ultimately made by qualified human decision-makers, and AI tools are used to support — not replace — fair and equitable hiring practices. 

This position is a new role, created to support Smile’s continued growth and commitment to operational excellence.