Implementation Manager at Clarion

IMPLEMENTATION MANAGER ABOUT CLARION The hardest part of healthcare shouldn't be getting an appointment. Today, medical staff drown in backlogs of calls, faxes, and scheduling requests. Patients struggle to get the right care at the right time, staff members burn out, and clinics lose billions in revenue. This isn't a failure of care - it's a failure of capacity. Clarion exists to solve this problem at scale. Our AI agents handle the patient journey from end-to-end; from scheduling and rescheduling appointments, to managing referrals and prescription refills. Our AI performs complex workflows with a human-like touch that patients love. We've raised $5.5M from Accel, Y Combinator, and Sequoia (Scout), along with founders from Ophelia, Medallion, and Counsel Health. We're an in-person team based in New York City, moving quickly to ensure every patient gets the care they need. WHY JOIN US? - Solving a real-world challenge: We're addressing a critical problem that affects millions of patients and providers daily. Our AI agents outperform human schedulers and restore the time needed to focus on patients. - Early-stage with strong market validation: We've seen 10x revenue growth in the last year alone. We handle millions of interactions for customers ranging from virtual care clinics to a $5B health insurance company. - Founding team: Our co-founders bring a deep understanding of the healthcare landscape. Our CEO is a Stanford/Harvard-trained physician and clinical ops leader (Two Chairs, Ophelia), and our CTO is an ex-Amazon Alexa engineer who led AI/ML teams at Salesforce. - Outsized early impact: You'll be joining at an early stage where your contributions shape our company's trajectory, processes, and culture, with significant influence on how we grow. - In-person collaboration advantage: We've built in-person since day one and maintain this as a strategic advantage. We move faster, build stronger bonds, and create a cohesive culture. WHAT YOU'LL BE WORKING ON - Own implementations end-to-end: Run every customer deployment from kickoff through go-live. Lead discovery sessions, collect scheduling rules and clinic workflows, build project plans, hold timelines, and coordinate across engineering and customer stakeholders to drive on-time launches. - Execute the non-engineering implementation work: Collect and organize customer inputs—scheduling rules, knowledge base content, provider configurations, appointment type matrices. Configure the Clarion platform where tooling allows—assistant settings, scheduling configurations, telephony routing, org setup. - Be the customer's primary point of contact: Lead kickoff calls, weekly syncs, and stakeholder check-ins. Send meeting recaps within 30 minutes. Manage all non-technical stakeholder communications and serve as the first line of response for customer issues post-launch. - Run UAT and drive go-live: Coordinate testing sessions where customers simulate real call scenarios. Track issue resolution, manage the production cutover, and ensure a smooth IVR redirect on launch day. - Own accounts post-launch: Lead recurring syncs and QBRs, triage inbound issues via Slack and email, monitor account health metrics, and surface expansion signals to the sales team. - Shape the product: Translate field observations and customer feedback into actionable requirements. Partner with engineering to prioritize admin tooling investments that reduce implementation effort over time. REQUIREMENTS - Implementation experience: 3+ years running complex software implementations, technical onboarding, or customer-facing project management at a B2B SaaS company. You've owned timelines, managed stakeholders, and driven go-lives. - Semi-technical fluency: Comfortable navigating APIs, configuration interfaces, and technical documentation. You don't write production code, but you understand what engineers are building and can coordinate technical workstreams effectively. - Project leadership: Track record of managing multi-workstream projects and holding cross-functional resources accountable to deadlines. You track 15 things at once without dropping any. - Customer-facing presence: Experience as a primary customer POC—comfortable leading meetings with clinic operators and building trusted relationships with both technical and non-technical stakeholders. - Bias toward action: At our stage, the Implementation Manager is a player, not a coach. You do the work yourself rather than delegating or waiting. INTERESTING CHALLENGES - Encoding operational DNA at scale: Every specialty practice has unique scheduling rules, referral logic, payer exceptions, and clinical workflows—often undocumented. You'll extract this knowledge from clinic operators and translate it into structured platform configurations. - Building the repeatable machine: Today's implementation process is being invented, not inherited. You'll develop, document, and improve the playbook after every deployment—identifying which steps can be templatized, automated, or handed to the customer. - Bridging AI and clinic operations: Our AI agents require iterative tuning, not just one-time configuration. You'll coordinate post-launch refinements across scheduling rules, knowledge bases, and prompt adjustments to drive accuracy in production. - Scaling without scaling headcount: Partner with engineering to prioritize the admin tooling and self-service capabilities that let one Implementation Manager handle the workload that currently requires multiple engineers. WHAT WE OFFER - Direct mentorship: Work closely with our founding team and experienced leaders who will invest in your professional development - Meaningful equity: Early employee stock options with significant ownership potential - Comprehensive benefits: 100% covered healthcare, flexible time off, commuter benefits, weekly team lunches - Team culture: Quarterly retreats and monthly team events that build genuine connections in our close-knit NYC team - Impact at scale: Work that builds the infrastructure to help millions of patients access care INTERVIEW PROCESS At each stage, we decide within 24hrs and update you shortly after: - First Chat (15 min) [Virtual]: A casual conversation about the role and your experience to see if there's a good initial fit. - Implementation Case Study (1 hr) [Virtual]: Walk through how you'd run an implementation. - Experience & Culture (30 min) [Virtual]: Deep dive into work style, culture fit, and previous experience. - Onsite (Half-day) [In-Person]: Visit our New York office to meet the team, review a real implementation audit, and propose process improvements collaboratively. If you're ready to build the system that gets every patient the care they need, we'd love to hear from you.