Why this role exists right now

Enterprise, hospital and health network customers are Heidi's fastest-growing segment, and we're scaling the team to match. This hire is joining at a point where the work they do in their first few months sets the tone for how every customer after them experiences Heidi. Getting them set up for success early isn't a nice-to-have, it's the job.

What you'll actually do

- Own complex, concurrent Enterprise implementations with the goal of driving account adoption and user activation
- Act as a trusted consultant - serving as the expert to both customers and internal teams on what's needed set up the account and drive adoption
- Drive each implementation to achieving early value and activating on-time
- Build relationships with executive and operating stakeholders, keeping momentum and holding customers accountable to key milestones along the way
- Design and run tailored 1:many or train-the-trainer sessions that lead customers to the "Aha moment" for their organisation
- Become a subject matter expert in Heidi, so you can confidently show clinicians how features solve real problems
- Collaborate with the Account Executive and Customer Success Manager on shared accounts - gaining alignment and raising risks or growth opportunities you spot along the way.
- Collect customer feedback to improve onboarding and adoption playbooks.

What we need from you

- 3+ years in implementation, project management, or onboarding; including 2+ years leading enterprise implementations inside a SaaS company
- Experience delivering one:many training
- Skilled managing relationships with senior customer stakeholders through a project lifecycle
- Able to manage multiple complex projects at once,



keeping them moving efficiently with no unnecessary delays so customers get live promptly
- Experience using activation/usage data and frontline account insight to catch risks early, drive adoption, and influence what Product, Sales, or Engineering prioritize
- Quick to develop deep product expertise and translate it into how it solves real clinical workflows, you don't need healthcare experience, but you do need the aptitude to get there fast
- Comfortable operating with ambiguity and building processes from scratch, rather than just executing an existing playbook

Nice to have

- Experience in healthcare, health-tech, or another regulated industry is a robust plus
- Clinical knowledge
- Familiarity with EHR/EMR systems (e.g. Epic, Cerner, Best Practice, MedicalDirector)
- Experience with LMS or training platforms (e.g. Lessonly, WorkRamp, Docebo, Articulate)
- Familiarity with SSO/identity and technical concepts (e.g. SAML, SCIM)

What success looks like

30 days: Strong grasp of Heidi and the implementation model. You're supporting live implementations, while independently delivering 1:many training sessions effectively.

60 days: You're independently leading 2+ enterprise implementations, on track against their milestones.

90 days: You're carrying a full caseload of 5+ implementations, all tracking on-time against 12-week milestones.

We take care of you.

We offer a $1,000 annual learning and development budget, a $150/month health and wellness allowance, a $500 home office budget, 26 weeks paid primary parental leave and 18 weeks paid secondary parental leave, fertility support up to $10,000, four weeks of work from anywhere per year, and serious equity.

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📌 Implementation Manager (Australia)
🏢 Heidi Health
📍 Australia