The Technical Implementation Program Manager plays a pivotal role in ensuring that customers successfully implement and integrate our solutions into their workflows. As part of the Customer Success team, you will act as the technical point of contact, working closely with clients and internal teams to guarantee smooth onboarding, timely project delivery, and ongoing technical support. You will lead customers through and beyond every technical aspect of the implementation process, addressing their needs, troubleshooting issues, and driving product adoption to ensure customer satisfaction and long-term success.
A typical day will consist of acting on customer requests, such as patient escalations, program changes, and creative thinking around future programs. Whether for a new program launch or a program in Hypercare, the Program Manager should know the ins and outs of the partnership to satisfy customer concerns and gain the support of internal stakeholders to solve problems and launch new programs. Your end-to-end knowledge, based on qualitative anecdotes and quantitative data visualizations, will be instrumental in writing contracts, setting up bespoke operational workflows, coordinating new product design and development, and prioritizing any and all requests.

Job Description

Accelerate Your Career as You

• Customer Onboarding:
  Lead and manage the implementation of the solution for new customers, ensuring a smooth transition from sales to deployment.

• Project Management:
  Develop and manage project plans, timelines, and milestones for customer implementations. Track progress and ensure timely delivery of projects.

• Stakeholder Collaboration:
  Partner with Customer Success Managers (CSMs), Product, Engineering, and Support teams to ensure all customer requirements are met, with proactive communication and coordination.

• Technical Consultation:
  Provide expert technical advice and best practices to customers to guide them through integration and adoption. Understand customer environments and tailor implementations accordingly.

• Troubleshooting & Issue Resolution:
  Address and resolve technical issues during implementation phases, collaborating with engineering and support teams when necessary.

• Training & Documentation:
  Provide training to customers on best practices, product features, and technical workflows. Create and maintain technical documentation to ensure the customer can easily manage and operate the solution.

• Post-Implementation Support:
  Ensure successful handoff to the customer success team post-implementation, providing any additional support as needed for long-term customer satisfaction.

• Continuous Improvement:
  Gather feedback from customers on their implementation experience and work with internal teams to continuously improve processes, tools, and resources for future implementations.

A Bit About You

Minimum Qualifications:

• Bachelor's degree

• 3+ years of experience in technical implementation, solution engineering, or customer success management with a focus on SaaS or enterprise solutions.

• Strong project management skills with experience in managing cross-functional teams and complex implementations.

• Experience with data analytics and visualization tools (e.g, Looker, PowerBI, SQL, Snowflake)

• Experience with APIs, integrations, and technical configurations for software solutions.

• Ability to understand and communicate complex technical concepts to both technical and non-technical stakeholders.

• Excellent troubleshooting and problem-solving abilities.

• Exceptional communication and interpersonal skills.

• Ability to work independently and manage multiple projects simultaneously.

Preferred Qualifications:

• Experience in customer-facing roles with a proven track record of delivering successful customer implementations.

• Project Management certification (e.g., PMP, Scrum) is a plus.

• Familiarity with customer success best practices and lifecycle management.

Additional Information

Additional Physical Job Requirements

• Reading English, comprehending, and following simple oral and written instructions.

• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Assessing the accuracy, neatness and thoroughness of the work assigned.

• Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.

• Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.

• Frequent repeating motions required to operate a computer or phone that may include the wrists, hands and/or fingers.

• Environmental Conditions: occasional exposure to low temperatures or high temperatures, outdoor elements such as precipitation and wind, and noisy environments.

• Physical Activities:

  • Occasionally ascending or descending stairs, ramps and the like.

  • Moving about to accomplish tasks and/or moving from one worksite to another.

  • Adjusting or moving objects up to 20 pounds in all directions.

  • Operating motor vehicles.

  • Occasional sedentary work that primarily involves sitting/standing/driving/flying

Salary and Benefits

Salary Range: $62,400 - $78,000

Commission Eligible: No

Equity Eligible: Yes

Travel: Yes - Required up to 15% of the time

Location Requirement: Employment at Alto is limited to individuals residing in the following states: Arizona, Arkansas, California, Colorado, Florida, Kansas, Maryland, Missouri, Nevada, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Washington (WA), and Wisconsin.

Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S. At this time, Alto is unable to sponsor or take over sponsorship of an employment Visa.

Benefits: Full-time employee benefits include: Multiple group medical, dental and vision plans to choose from, 401(k) plan, group life, AD&D, FSA/HSA, employer paid STD/LTD, Take-What-You-Need vacation time, accrued paid sick time, 11 paid holidays (7 for Pharmacy and Care teams), 8 weeks paid parental leave for eligible employees.

Application deadline: April 1, 2025

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Alto Pharmacy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis. If you have a disability and require reasonable accommodation during any portion of the application or hiring process, please contact us at CandidateHelp@alto.com.

Alto Pharmacy considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, and New York City Fair Chance laws. We are an E-Verify participating company.

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