At a Glance
- Tasks: Support onboarding and training for healthcare customers using Heidi.
- Company: Join a dynamic team at a leading healthcare technology company.
- Benefits: Enjoy a competitive salary, personal development budget, and wellness days.
- Other info: Flexible hybrid work environment with opportunities for professional growth.
- Why this job: Make a real impact in healthcare while growing your career.
- Qualifications: Experience in implementation or customer success, strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
Location: London, United Kingdom
Employment Type: Full time
Department: Customer Success
The Role
We’re looking for a proactive, collaborative Implementation Specialist to support the onboarding, training, and deployment of Heidi for our enterprise healthcare customers. Based in our London office, you’ll work closely with our Enterprise Customer Success Managers to deliver large-scale implementations of Heidi. Combining strong project delivery skills with clinical empathy and deep product understanding, you’ll create high-impact onboarding experiences that ensure every clinician and supporting organisation is set up to realise value from day one.
What you’ll do:
- Implementation & Onboarding: Deliver smooth onboarding and implementation of Heidi across mid-market and enterprise customers. Run engaging training sessions for clinicians and operational staff. Create and refine materials to ensure an intuitive and rewarding experience. Assess clinician goals and workflows to design tailored onboarding and “Aha moment” workshops that drive engagement and adoption. Partner closely with Customer Success Managers to coordinate rollout plans, milestones, deliverables and alignment with key stakeholders.
- Clinical Enablement & Support: Become a clinical and Heidi subject matter expert to confidently guide clinicians through features and translate them into practical, real-world benefits. Provide real-time support during go-lives and early usage. Translate clinical workflows into bespoke practical training that helps clinicians embed Heidi effectively into their unique setting.
- Adoption & Continuous Improvement: Monitor activation and usage metrics, identify risks early, and collaborate to remove blockers. Gather and analyse user feedback to refine onboarding and improve adoption playbooks. Partner across Product, Sales, Support and Engineering teams to share insights and streamline implementation processes. Develop scalable tools, playbooks, and best practices to ensure consistent, high-quality delivery.
What we look for:
- You’ve worked in implementation, onboarding, customer success, or clinical operations, ideally in healthcare technology.
- You’re a great communicator who can build trust with clinicians, administrators, and cross-functional teams alike.
- You’re organised and skilled at juggling multiple complex projects without dropping the details that matter.
- You’re naturally curious, love solving problems, and use data to guide decisions and improve outcomes.
- You’ve got a bias for action - you're adaptable, and comfortable getting stuck in to solve challenges as they arise.
- You bring deep empathy and curiosity to your work, always focused on making life easier for clinicians and better for patients.
- You’re excited by change, thrive in fast-moving environments, and love learning as you go.
- Most of all, you want to build something meaningful and grow alongside a team that’s doing the same.
Bonus:
- Experience in healthcare, AI, or LLMs is a plus but not required.
- Attitude is more important than experience so if you are a hungry, competitive and highly motivated operator who has a knack for problem solving and building relationships, we want to hear from you.
Why you should Join Heidi:
- Real product momentum. We’re not trying to generate interest, we’re channeling it.
- Equity from day one. When Heidi wins, you win. You’ll share directly in the success you help create.
- Unmatched impact. Play a pivotal role in shaping the playbook for how we are scaling customer success at a critical growth moment - all while working on a product that delivers tangible value to clinicians and patients every day.
- Work alongside world‑class talent. Learn from some of the best engineers and creatives, joining a diverse team.
- Growth and balance. Enjoy a £500 personal development budget, dedicated wellness days, and your birthday off to recharge.
- Flexibility that works. A hybrid environment, with at least 3 days in the office.
Heidi’s commitment to Diversity, Equity and Inclusion:
Heidi is dedicated to creating an equitable, inclusive, and supportive work environment that brings people together from diverse backgrounds, experiences, and perspectives. Our strength is in our differences. We’re proud to be an equal opportunity employer and are proud to welcome all applicants as we’re committed to promoting a culture of opportunity for all.
Implementation Manager employer: black.ai
Heidi is an exceptional employer, offering a dynamic work environment in London where you can make a real impact in the healthcare technology sector. With a strong focus on employee growth, you will benefit from a personal development budget, wellness days, and a culture that values diversity and inclusion. Join a collaborative team of world-class talent, where your contributions directly influence the success of our innovative product, ensuring clinicians and patients receive the best possible care.
StudySmarter Expert Advice🤫
We think this is how you could land Implementation Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at companies you're interested in. A friendly chat can lead to insider info and even referrals that could land you an interview.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they impact users. This will help you tailor your responses and show that you're genuinely interested in making a difference.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. This will boost your confidence and help you articulate your thoughts clearly, especially when discussing your experience in implementation and customer success.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and keep you on their radar. Plus, it shows your enthusiasm for the role and the company.
We think you need these skills to ace Implementation Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Implementation Manager role. Highlight your experience in onboarding and customer success, especially in healthcare tech, to show us you’re the right fit!
Showcase Your Communication Skills:We want to see how you can build trust with clinicians and teams. Use your application to demonstrate your communication style and any relevant experiences where you’ve successfully engaged stakeholders.
Highlight Problem-Solving Abilities:Since we value a bias for action, share examples of how you've tackled challenges in previous roles. This will help us understand your approach to problem-solving and adaptability in fast-paced environments.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Heidi.
How to prepare for a job interview at black.ai
✨Know Your Product Inside Out
Before your interview, make sure you have a solid understanding of Heidi and its features. Familiarise yourself with how it benefits clinicians and healthcare organisations. This will help you confidently discuss how you can support onboarding and training during the interview.
✨Showcase Your Communication Skills
As an Implementation Manager, you'll need to build trust with various stakeholders. Prepare examples of how you've effectively communicated complex information in the past. Think about times when you’ve run training sessions or collaborated with cross-functional teams, and be ready to share those stories.
✨Demonstrate Your Problem-Solving Ability
Be prepared to discuss specific challenges you've faced in previous roles and how you overcame them. Highlight your adaptability and curiosity, especially in fast-paced environments. This will show that you’re not just reactive but proactive in finding solutions.
✨Emphasise Your Empathy and Customer Focus
Since this role involves working closely with clinicians, it's crucial to convey your understanding of their needs. Share experiences where you've put yourself in the shoes of users to improve their experience. This will demonstrate your commitment to making life easier for clinicians and better for patients.
