Principal Implementation Consultant

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care . We deliver insights at critical points of care for better decisions - from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.

Job Summary :

The Principal Implementation Consultant is a strategic, customer-facing leader responsible for driving solution adoption, maximizing value, and ensuring measurable outcomes during onboarding. This role combines relationship management, program oversight, requirements gathering, and KPI development to deliver a seamless experience from initial engagement through implementation.

Serving as the primary liaison for strategic onboarding projects, the Principal Implementation Consultant coordinates cross-functional resources, resolves challenges proactively, and maintains clear communication to meet customer objectives. They champion continuous improvement by capturing insights, refining processes, and creating enablement materials that promote adoption and self-service.

By defining and tracking KPIs, this role ensures implementations deliver business value and support growth. Upon completion, the Principal Implementation Consultant facilitates a smooth transition to Account Management, confirming objectives are met and customers are positioned for ongoing success.

Responsibilities :

Relationship Management & Advocacy

Serve as the primary point of contact during onboarding, building strong relationships across business and technical stakeholders.

Conduct regular check-ins and reviews to reinforce value, track progress, and maintain executive sponsor engagement.

Advocate for customer needs internally, providing actionable feedback to Product, Engineering, and Leadership teams.

Program & Project Management

Own the full implementation lifecycle from pre-sales handoff through onboarding, testing, validation, and value realization.

Develop and manage project plans, timelines, and mitigation strategies for adoption challenges, technical issues, or data quality gaps.

Lead milestone readouts and produce closeout reports highlighting lessons learned, client impact, and playbook updates.

Requirements Elicitation & Solution Design

Engage with customers to understand business objectives, use cases, and technical requirements.

Translate requirements into actionable solutions, collaborating with Sales, Account Management, Solution Engineering, Product Management, and Business Analysts.

Document and communicate requirements to ensure alignment and clarity across stakeholders.

KPI Development & Value Measurement

Define, track, and report on KPIs such as adoption rates, time-to-value, CSAT / NPS, and expansion revenue.

Monitor data outputs against promised value drivers, escalate gaps, and coordinate fixes with internal teams.

Collaborate with Data & Analytics to develop customer-specific dashboards when necessary.

Support smooth transitions to Account Management for upsell or expansion opportunities.

Continuous Improvement & Enablement

Develop and deliver training and enablement materials (live sessions, documentation, videos) to drive product adoption and self-service.

Capture customer insights and relay feedback for ongoing product and process improvement.

Partner with cross-functional teams to ensure a seamless customer experience throughout onboarding.

Pilot Lifecycle Ownership

Manage the customer pilot lifecycle from AE handoff through implementation, testing, and validation, ensuring pilots deliver promised business value and lead to expansion.

Serve as the primary customer contact and coordinate project execution with Sales, Solution Engineering, and Product teams.

Track mitigation plans for adoption challenges or technical issues, monitor pilot data outputs, and escalate gaps as needed.

Document pilot outcomes and produce closeout reports to support smooth transition for upsell or expansion.

Qualifications : Basic Requirements :

Bachelor's degree or equivalent experience

8+ years of progressive experience in account management, sales, customer engineering, solutions engineering, customer success or similar.

Proven experience in implementation consulting, program management, or technical relationship management in technology or healthcare.

Strong technical proficiency and problem-solving skills.

Outstanding communication and relationship-building abilities.

5+ years managing complex projects and gathering requirements.

Demonstrated ability to create and deliver training materials.

Experience working cross-functionally with Sales, Product, Finance, Sales Ops, and Engineering

Preferred Qualifications :

• Experience in life sciences and / or health plans.
• In-depth knowledge of Surescripts products and services.
• Experience in healthcare, e-health, or related regulated industries.
• Experience in prescription workflows or e-health routing information through physician vendor applications, pharmacy or PBM services
• Demonstrated ability to drive customer adoption, satisfaction, and value realization.

Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed .

To be considered for employment, applicants must have a valid U.S. work authorization allowing work without restrictions with Surecripts in the U.S. At this time, we are unable to provide support or provide sponsorship for immigration benefits such as work visas. Additionally, we do not participate in academic training programs or work-study programs through an academic institution that require employer endorsement of F-1 / CPT or F-1 / STEM.

What You're Like

You're an advocate with a customer-first mindset who will do whatever is needed to help your customers succeed. You play at the intersection of creativity and strategy. And while you like big ideas, you're also grounded in good data, real market insights and measurable results .

What We're Like

We're a team of creatives and strategists who are customer obsessed. We value teamwork and innovation and strive to make a difference in healthcare by focusing on our customers. We're storytellers and promoters who serve as champions for quality and customer experience. We take our work seriously, but we also know how to have fun .

What the Work is Like

Our challenge is dealing with competing priorities as we juggle long-term goals with short-term needs. To do this, energy and positivity is the name of the game. And we take time to both celebrate our accomplishments and learn from our missteps.

Why Wait? Apply Now

We're a midsize company. This means you're not just another employee ID number. Here, you can build real relationships and feel supported by truly awesome people with diverse backgrounds and talents in an innovative and collaborative work culture. We strive to create an environment where you can b e yourself, share your ideas and work your way. We offer opportunities for employee development, as well as competitive compensation packages and extensive benefits.

At Surescripts, base pay is one part of our Total Rewards Package (which may also include bonus, benefits etc.) and is determined within a range. The base pay range for this position is $138,950 - $169,850 per year. Your base pay may vary within or outside of this range depending on a number of factors, including (but not limited to) your qualifications, skills, experience, and location.

Benefits include, but are not limited to, comprehensive healthcare (including infertility coverage), generous paid time off including paid childbirth and parental leave and mental health days , pet insurance, and 401(k) with company match and immediate vesting. To learn more, review the Keep You and Yours Healthy , Balancing Work and Life , and Where Talent Takes Shape links under the Better Benefits. Better Work. Better Life section of our careers site.

Physical and Mental Requirements

While performing duties of this job, an employee may be required to perform any, or all of the following : attend meetings in and out of the office, travel, communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation.

Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.

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