Implementation Lead

About the role

As Pivotal's first dedicated Implementation Lead, you'll have the unique opportunity to build and shape a critical function from the ground up. You'll own the client implementation experience end-to-end, partnering closely with customers, executive stakeholders, Product, and Engineering to design scalable onboarding processes that drive successful launches, long-term client success, and operational excellence as the company grows. This role is ideal for someone who thrives in fast-paced startup environments, enjoys operating with high autonomy and visibility, and wants the opportunity to truly shape how a business scales. We're looking for someone who brings both strategic thinking and hands-on execution, can confidently navigate client conversations, push back thoughtfully when needed, and leverage systems, data, and automation to build smarter processes. As the company grows, this role offers significant ownership, direct influence on company strategy, and a clear path into leadership and people management.

Responsibilities

• Own the end-to-end client implementation process from Sales handoff through go-live, ensuring smooth onboarding and long-term client success
• Serve as the primary client-facing lead during implementation, managing timelines, expectations, risks, and communication throughout the engagement
• Translate client requirements into actionable implementation plans, including integrations, configurations, data setup, and launch readiness
• Build and optimize scalable implementation processes, playbooks, and documentation that create consistency and reduce operational friction
• Identify and drive automation opportunities across the implementation lifecycle using tools like Asana, HubSpot, Metabase, and BigQuery
• Partner cross-functionally with Product, Engineering, Sales, CS, and Operations to align stakeholders, resolve blockers, and improve the client experience
• Maintain visibility across all active implementations, proactively managing dependencies, risks, and timelines to ensure successful outcomes
• Ensure clients are fully prepared to operate independently at launch, with clear documentation, training, and confidence in the platform
• Continuously improve implementation efficiency, scalability, and time-to-go-live as the business and client base grow

Requirements

• 5+ years of experience in technical implementation, onboarding, solutions delivery, or related client-facing roles within a technology environment
• Comfortable working directly with executive stakeholders, clients, and technical/IT partners across complex implementations
• A strong systems thinker who can connect processes, tools, and workflows to build scalable solutions
• Highly organized with experience using project management and workflow tools such as Asana or Jira
• Proactive about leveraging AI tools like ChatGPT or Claude to improve efficiency, workflows, and problem-solving
• Data-driven and analytical, with the ability to use insights and metrics to guide decisions and improve processes
• Able to balance strategic thinking with hands-on execution in fast-paced, evolving environments
• Extra Credit Experience
• Experience working in HealthTech or healthcare-related technology environments
• Familiarity with IDR (Independent Dispute Resolution) workflows, reimbursement processes, or healthcare claims operations
• Exposure to modern, progressive technology practices, including process automation, AI-enabled workflows, and scalable operational systems
• Advanced SQL proficiency
• Why You'll Love Working Here
• If you're excited by solving complex problems and making a real-world impact, we'd love to

Benefits

Additional Information

About Pivotal Health Pivotal Health is the leading technology platform that helps healthcare providers get paid fairly in an increasingly complex reimbursement landscape. Today, many providers face persistent underpayment from health insurance companies, despite delivering high-quality care. While processes like IDR (Independent Dispute Resolution) were designed to promote fairness, they're often administrative-heavy, time-consuming, and difficult to navigate without the right tools. Pivotal Health combines software, data, and service into a seamlessly integrated, AI-driven platform that simplifies these complex reimbursement workflows. We help providers efficiently dispute underpaid claims, reduce administrative burden, and recover the reimbursement they're entitled to; without adding more work to already stretched teams. Our full-service IDR solution is just the starting point. We're building solutions that enable providers to operate with clarity, control, and confidence across the reimbursement journey.

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