Elation Health’s Professional Services team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a delightful world-class experience that empowers physicians to deliver phenomenal care to patients.
Our team advises and guides our largest customers, ensuring they adopt Elation and continuously gain business value from our products. We are the trusted point of contact for Elation’s strategic customers throughout their lifecycle: onboarding, adoption, advocacy, and renewal.
In this role, you will serve as the primary owner for our largest and most strategic customer engagements. You will be a leader within our Implementation team, responsible for driving complex, enterprise-scale deployments that deliver measurable clinical and operational outcomes. This role is cross-functional in nature, working alongside Sales, Customer Success, Customer Support, Engineering, Partnerships, and Product — giving you broad visibility across a fast-growing healthcare technology company. This role is not only responsible for leading Elation’s most strategic implementations, but also for helping shape the future-state Professional Services model — identifying where AI, automation, standardized workflows, and new service motions can improve customer outcomes, accelerate time to value, and increase scalability.
Role and Responsibilities
- Serve as the primary point of accountability for Elation’s largest, most complex enterprise customer engagements — owning the relationship from implementation kick-off through successful adoption and scale.
- Identify opportunities to leverage AI, automation, and product capabilities to reduce implementation friction, improve adoption, and shorten time to value.
- Lead organizational change management initiatives, guiding customers through the cultural, operational, revenue, and clinical shifts required to successfully adopt Elation’s platform.
- Build and maintain executive-level relationships with C-suite and senior leadership teams at customer organizations, acting as a trusted strategic advisor throughout the engagement lifecycle.
- Develop and execute detailed project plans with clearly defined success criteria, milestones, and KPIs that map implementation activities to measurable ROI and clinical outcomes.
- Define, track, and communicate the business value of implementation work, translating operational, financial, and clinical performance metrics into executive-ready insights and progress reports.
- Manage multiple high-complexity customer engagements simultaneously, proactively identifying risks and driving resolution across internal and external stakeholders.
- Collaborate cross-functionally with Sales, Customer Success, Product, Support, Engineering, and Partnerships to ensure a seamless and high-quality customer experience.
- Build repeatable implementation playbooks and best practices that raise the bar for the broader Professional Services team.
- Champion and embed Elation’s values in every customer and internal interaction.
- Help define and evolve Elation’s next-generation Professional Services model, balancing high-touch strategic guidance with scalable, repeatable delivery mechanisms.
Professional Qualifications
- 7+ years of experience in senior implementation, customer success, or strategic consulting roles within healthcare technology — deep familiarity with clinical workflows, revenue cycle management and health IT systems is required.
- Experience building or evolving service delivery models in a high-growth SaaS or healthcare technology environment, including the use of automation, standardization, or AI-enabled workflows to improve scale and customer outcomes.
- Demonstrated success owning enterprise-scale SaaS implementations with large, complex healthcare organizations (e.g., multi-site practices, health systems, ACOs, or managed care organizations).
- Proven ability to build trust and navigate relationships at the C-suite level, including CMOs, COOs, and CTOs, as well as day-to-day clinical, financial, and operational end users.
- Strong expertise in organizational change management — experience developing and executing change strategies that drive technology adoption across clinical and administrative teams.
- Ability to define, measure, and communicate ROI and KPI improvements tied to implementation outcomes, translating technical milestones into business and clinical value.
- Exceptional consultative and communication skills, with a track record of managing multiple complex, concurrent engagements with competing priorities.
- Experience with end-to-end system implementations, including discovery, configuration, training, go-live support, and post-launch optimization.
- High emotional intelligence and executive presence; comfortable navigating ambiguity, escalating appropriately, and maintaining composure under pressure.
- Experience with EHR, practice management and population health platforms strongly preferred.
Salary: $125,000 - $140,000k/yr USD
Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.
We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.
Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.
