Senior Implementation Manager, Health Plans

Sword Health is on a mission to free two billion people from pain as the world’s first and only end-to-end platform to predict, prevent and treat pain. 

Delivering a 62% reduction in pain and a 60% reduction in surgery intent, at Sword, we are using technology to save millions for our 2,500+ enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2023, this award highlights our focus on being a destination for the best and brightest  talent. Not only have we experienced unprecedented growth since our market debut in 2020,  but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $2 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our impact. 

Joining Sword Health means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 800+ (and growing!) talented colleagues, spanning two continents. Your charge? To help us build a pain-free world, powered by technology, enhanced by people — accessible to all.

Sword Health is looking for a Senior Implementation Manager, Health Plans to join our Customer Success team to deliver a consistent and high-quality onboarding experience for our health plan customers. At Sword, we pride ourselves on the experience we deliver to customers and our best-in-class satisfaction scores. As a Senior Implementation Manager, you will be responsible for delivering, optimizing, and scaling this experience as we rapidly grow our portfolio. The ideal candidate will have significant experience managing implementations or deployments within the digital healthcare space, as well as a passion for our mission to free 2 billion people from physical pain.

What you'll be doing:

• Own all aspects of Sword’s new customer implementation process - from sales handoff through launch and transition to our CSM team
• Work in tandem with Customer Success, Marketing  and customers teams to align on strategies to effectively engage customer populations
• Maintain and increase extremely high implementation satisfaction scores 
• Develop our project management processes for implementations including project plans, milestones/deliverables, risk mitigation strategies, communication standards and more
• Help serve as an executive sponsor externally, building relationships and resolving issues and challenges that arise during the implementation process
• Mentor and coach new or less-experienced team members to facilitate successful achievement of team goals

What you need to have:

• 5+ years experience managing implementations or a similar operational function in client-facing capacity, specifically managing health plans or working at a health plan
• Deep knowledge of health plans and/or employer benefits space (you understand HIPAA)
• Strong project management skills, ability to manage multiple customers and projects simultaneously, keeping stakeholders aligned on key deliverables and timing
• Excellent interpersonal and communication skills, including delivering presentations and persuading both upper management and less-experienced team members
• High responsiveness and resourcefulness - ability to quickly develop and implement creative solutions
• Ability to simultaneously lead long term strategic planning as well as day-to-day tactical initiatives
• Ability to effectively operate in fast-paced, high growth environments

What we would love to see:

• Critical thinking / problem solving skills
• Proficiency with Salesforce 
• Ability to quickly learn internal configuration tools