Manager, Client Implementation & Experience - Healthcare Workforce AI Startup

About Swift Workforce AI

Swift Workforce AI Inc., based in Atlanta and backed by Alloy Partners, is a startup focused on enhancing work-life balance for nursing teams and improving financial sustainability for healthcare systems. Founded by Catalyst by Wellstar, it offers an AI Scheduling Copilot that reduces scheduling efforts by over 90%, increasing flexibility for frontline workers.

Position Summary

The Manager, Client Implementation & Experience will ensure an outstanding client journey for healthcare systems using Swift's solutions. Reporting directly to the Chief Product & Technology Officer, this role combines client partnership with operational development. The incumbent will lead onboarding, implementation, adoption, quality assurance, and sustained success while creating scalable playbooks, processes, and systems. This is a remote role with onsite responsibilities during onboarding phases at healthcare facilities, involving approximately 20% travel in the first year.

Key Responsibilities

• Manage client onboarding from initiation to successful launch, serving as main contact for stakeholders.
• Promote client adoption of the Swift Scheduling Copilot through regular follow-ups and feedback collection.
• Coordinate with Product and Engineering teams to address issues and communicate client needs.
• Detect adoption risks and implement preemptive action plans.
• Ensure clients achieve operational improvements and excellent user experience.
• Monitor communications between users and respond promptly to problems.
• Participate onsite at client locations for implementation and periodic engagements.
• Develop and refine onboarding methodologies, resources, and scalable operational processes.
• Define, track, and report client health indicators and operational KPIs through dashboards.
• Document procedures and recommend automation opportunities to increase efficiency.
• Gather client feedback and translate it into product improvements in collaboration with development teams.
• Establish criteria for exceptional client experience and strive continuously to enhance it.

Success Metrics

• Create a repeatable onboarding program that streamlines implementation and elevates client satisfaction.
• Establish trusted client relationships across the portfolio.
• Develop standardized documentation and playbooks for consistent delivery.
• Implement client health metrics and reporting for proactive issue detection.
• Enhance operational efficiency with thoughtfully designed processes.
• Serve as the primary client advocate within the company.

Candidate Profile

The ideal candidate relishes building scalable client support solutions in a dynamic environment. They are proactive, client-oriented, and comfortable navigating ambiguity to create effective processes and tools with leadership. Preference is given to individuals based near Atlanta, GA who can balance remote work with onsite engagements.

• Background in Account Management, Client Implementation, Consulting, Program Management, or Healthcare Operations.
• Passion for solving complex problems and improving workflows.
• Capacity to form strong internal and external relationships and communicate across diverse stakeholder groups.
• Highly organized, adaptable, and able to handle multiple priorities simultaneously.
• Experience collaborating with Product, Engineering, and Customer Success teams.

Preferred Qualifications

• 4-8 years of related experience in SaaS, healthcare technology, or client-facing operations roles.
• Bachelor's degree or equivalent professional experience; project management certifications are advantageous.
• Track record of successfully leading client onboarding and operational process improvement.
• Proficiency with CRM, project management software, and Microsoft Office tools such as Excel and PowerPoint.
• Experience in healthcare operations or digital health technology highly preferred.

Compensation and Benefits

• Annual base salary ranging from $73,000 to $86,000 based on skills and experience, plus commission on full contract renewals.
• Competitive healthcare benefits.
• Equity participation.