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Senior Implementation Specialist (Remote) - Loyal

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Job Title
Senior Implementation Specialist (Remote)
Job Location
Anywhere in the US
Job Description

Loyal is an organization centered on experience and building a platform that allows consumers to make meaningful decisions when it comes to healthcare. We deeply understand providers, locations, services, appointments, business rules, and moreover, we understand patients -- who they are, the preferred method of communication, upcoming appointments, lapsed appointments, outstanding bills, health risks, and more. With this intelligence, our platform fuels highly relevant and personalized experiences across all mediums (website, email, voice…) allowing patients to get healthy, stay healthy, and have a better relationship with the health care provider.

**This is a remote role**


The Senior Implementation Specialist is responsible for ensuring that Loyal partners have a positive experience with seamless and timely implementations of our solutions. In this role, the Senior Implementation Specialist will be responsible for managing multiple complex projects at once, continually evaluating, improving, and documenting processes in an effort to improve stakeholder efficiency. A successful Senior Implementation Specialist will improve project quality while working cross-functionally with Loyal teams to deliver successful implementations. Additionally, reporting to the Manager, Implementation, the Senior Implementation Specialist must have exceptional communication, and customer service skills, as well as experience with customer relationship management systems. Sound technical knowledge, problem-solving skills, and a willingness to mentor others will also be critical in this role.

  • Directs and manages the implementation of multiple complex enterprise-level project deliveries, from start to project completion. 
  • Drives project scoping with customers and internal stakeholders to cement requirements and develops realistic and detailed project plans. 
  • Oversees and tracks project plan progress in action items, decisions, risks, and deliverables and regularly communicates project status to internal and external stakeholders, including risk mitigation plans. 
  • Maintains strong customer relationships over the course of projects; manages client expectations with respect to project timelines, risks, and deliverables; engages customers post-implementation to learn of improvement opportunities. 
  • Assists in updating implementation and training documentation for new and existing products.
  • Documents and refines all quality processes.
  • Attends, participates in, and facilitates project meetings - independently or in conjunction with the Manager, Implementation.
  • Achieves pre-defined KPIs during each customer implementation. 
  • Collaborates with the Sales and Strategic Account Management team to build custom implementation plans for each customer.
  • Onboards and trains new customers according to their needs and objectives.
  • Responsible for deeply understanding customer objectives, needs, and pain points. 
  • Provides customer feedback to the Product team for functionality enhancements.
  • Works to reduce the overall implementation timeline for each product. 
  • Serves as a mentor to Implementation Specialist teammates.


  • Bachelor’s degree in Business Administration, or related technical field, or equivalent work experience required. 
  • Six years of experience managing software implementations for new customers required.
  • Five years of hands-on experience managing enterprise-level, complex projects required. Preferably in the digital health/health tech/healthcare space.
  • Experience working within a software as a service (SaaS) company preferred.
  • Experience working within a high-growth and/or ambiguous environment, with proven experience to be dynamic preferred.
  • Experience using project management tools to manage multiple projects across clients. ClickUp experience is strongly preferred.
  • Agile project management experience preferred.
  • Project Management certification (PMP) preferred.
We know that potential candidates are often less likely to apply to a position if they don’t match 100% of the job qualifications.  Don’t let that be why you miss out on this opportunity!  We encourage you to apply if you can demonstrate many of these skills and competencies. 
Loyal to our employees
We are a remote-friendly company! We encourage you to apply from anywhere in the United States. We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need (including a little fun).  Here is what we offer full-time employees:
  • Flexible paid time off, sick and personal days
  • At least one holiday per month (sometimes, more!)
  • Full health, dental, and vision insurance - Loyal pays the premium for all employees!
  • One Time Home Office Setup Stipend For Remote & Hybrid Roles
  • Monthly Internet Stipend for Remote & Hybrid Roles
  • Long term & short term disability 
  • 401[k] plan
  • 16 Weeks Paid Parental Leave
  • 2 Volunteer days per year
  • Matching Gift Program
  • Participation Grant Program
  • Annual Travel/Team Events up to twice per year (post-COVID)
Our Commitment

We believe that the key to Loyal's success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.

Loyal is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.

We consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Further, consistent with applicable federal and state law, Loyal provides reasonable accommodations when requested by qualified applicants or employees with disabilities, unless doing so would cause an undue hardship. Loyal’s policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If you require a reasonable accommodation in connection with the application process, please contact the Talent Acquisition Department at talentacquisition@loyalhealth.com.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.   

COVID-19 Vaccinations

Consistent with Loyal policy, candidates performing in-person work will be required to show proof of being fully vaccinated against COVID-19 upon commencing employment. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law. If you require a reasonable accommodation to Loyal’s vaccination requirement, please contact the People Department at people@loyalhealth.com.

Loyal Headquarters Location

San Francisco, CA

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Loyal Company Size

Between 20 - 100 employees

Loyal Founded Year


Loyal Total Amount Raised


Loyal Funding Rounds

View funding details
  • Series A

    $20,000,000 USD

  • Series A

    $27,000,000 USD

  • Seed

    $11,000,000 USD