About the Company
Symplast is a SaaS platform serving plastic surgery, medical spa, wellness, and aesthetic medicine practices. Our platform supports practices through EHR, practice management, patient engagement, CRM coordination, and operational tools designed for the modern aesthetic healthcare business.
About the Role
The Implementation Project Manager owns the client implementation journey from Kickoff through Project Completion. This role is responsible for keeping onboarding projects organized, driving client accountability, coordinating EHR implementation milestones, and overseeing related CRM setup tasks and dependencies that impact go-live readiness. This is a client-facing SaaS implementation role that requires strong project ownership, clear communication, comfort with technical concepts, and the ability to guide busy medical practice teams through operational change. While Product Specialist Trainers lead most formal training, the Implementation Project Manager should be comfortable delivering light user training or workflow guidance when needed to keep the project moving.
Responsibilities
- Lead standard EHR implementation projects from Kickoff through Project Completion, including coordination of CRM-related setup tasks, dependencies, and readiness items.
- Serve as the primary client contact during onboarding, while partnering closely with the Client Success Manager.
- Create and maintain clear project timelines, milestones, client tasks, and internal dependencies.
- Provide regular client status updates and keep projects moving toward planned go-live.
- Partner with Product Specialist Trainers to coordinate client training and confirm go-live readiness.
- Conduct light user training, workflow reinforcement, or basic software guidance as needed to support client readiness.
- Ensure clients complete required readiness steps, including assigned LMS/Symplast University coursework when applicable.
- Track CRM implementation dependencies that intersect with onboarding, such as required client inputs, configuration readiness, workflow handoffs, or coordination with CRM resources.
- Coordinate with the Data Migration team to track migration scope, requirements, blockers, and timeline risks.
- Translate technical requirements and migration dependencies into clear, client-friendly communication.
- Identify risks early, escalate appropriately, and partner with internal teams to prevent avoidable delays or escalations.
- Maintain accurate project documentation in project management and CRM systems.
- Coordinate a complete handoff to Client Success at the end of onboarding.
Qualifications
- 3+ years of experience in SaaS implementation, client onboarding, project management, or client-facing operations.
Required Skills
- Demonstrated ability to manage multiple active client projects at once; this role may carry 20+ active standard implementations.
- Strong project ownership and ability to hold clients and internal stakeholders accountable to timelines.
- Excellent written and verbal communication skills, including comfort leading client-facing meetings.
- Ability to explain technical needs and implementation dependencies to non-technical audiences.
- Comfort coordinating software implementation tasks across EHR and CRM workflows, even when specialized configuration is owned by another team.
- Strong organization, attention to detail, and follow-through in a remote work environment.
- Comfort with change management, client resistance, competing priorities, and ambiguous implementation scenarios.
- Experience using project management, CRM, or customer success tools.
Preferred Skills
- Experience implementing healthcare SaaS, EHR, EMR, practice management, or medical software.
- Experience with medical aesthetics, plastic surgery, med spa, wellness, or elective healthcare practices.
- Familiarity with data migration, software cutovers, or prior vendor transition workflows.
- Experience with tools such as Rocketlane, Salesforce, ChurnZero, Go High Level, or comparable platforms.
- Exposure to CRM implementation, patient engagement workflows, marketing automation, or Go High Level-style platforms is a plus.
- Project management certification such as PMP, CAPM, or similar.
