Job Summary

The Program Manager, Implementations plays a key role in ensuring that customers successfully adopt and integrate our solutions into their workflows. As part of the Customer Success team, you will be the primary point of contact for our clients during the implementation process. You will collaborate closely with internal teams and customers to ensure smooth onboarding, timely project delivery, and continued support throughout the implementation journey. Your responsibilities will include leading customers through program launches, managing customer expectations, and facilitating communication across teams to ensure the successful integration of our solutions.

A typical day will consist of managing customer requests, such as escalations, program changes, and new program planning. Whether for new program launches or programs in the Hypercare phase, you will ensure customer concerns are addressed and that internal stakeholders are aligned to solve problems and drive new initiatives. Your ability to manage end-to-end implementation processes, based on both qualitative feedback and data, will be crucial in ensuring customer satisfaction and product adoption.

Job Description

Accelerate Your Career as You

• Customer Onboarding:
• Lead and manage the end-to-end implementation of our solution for new customers, ensuring a smooth transition from the sales team to full program deployment.
• Project Management:
• Develop, manage, and oversee project plans, timelines, and milestones for customer implementations. Track progress and coordinate with various teams to ensure projects are delivered on time.
• Stakeholder Collaboration:
• Partner with Customer Success Managers (CSMs), product, and support teams to ensure all customer needs are met. This includes proactive communication and coordination with key stakeholders across departments.
• Consultation & Best Practices:
• Provide expert advice on program implementation, helping guide customers through the adoption process. Understand the customer’s unique needs and tailor the implementation experience accordingly.
• Troubleshooting & Issue Resolution:
• Manage and resolve customer issues during the implementation phases, working with relevant teams when necessary to ensure issues are promptly addressed.
• Training & Documentation:
• Provide training to customers on best practices and how to use the product effectively. Create and maintain clear, concise documentation to ensure customers can manage the solution successfully after implementation.
• Post-Implementation Support:
• Ensure a smooth transition of the customer to the ongoing support team after the implementation is complete, providing additional support as needed for long-term success.
• Continuous Improvement:
• Collect feedback from customers regarding their implementation experience and collaborate with internal teams to continuously improve implementation processes, tools, and resources for future projects.

A Bit About You

Minimum Qualifications:

• Bachelor's degree
• 3+ years of experience in technical implementation, solution engineering, or customer success management with a focus on SaaS or enterprise solutions.
• Strong project management skills with experience in managing cross-functional teams and complex implementations.
• Experience with data analytics and visualization tools (e.g, Looker, PowerBI, SQL, Snowflake)
• Experience with APIs, integrations, and technical configurations for software solutions.
• Ability to understand and communicate complex technical concepts to both technical and non-technical stakeholders.
• Excellent troubleshooting and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to work independently and manage multiple projects simultaneously.

Preferred Qualifications:

• Experience in customer-facing roles with a proven track record of delivering successful customer implementations.
• Project Management certification (e.g., PMP, Scrum) is a plus.
• Familiarity with customer success best practices and lifecycle management.

Additional Information

Additional Physical Job Requirements

Physical requirements for this role include the ability to work at a computer terminal with monitor, keyboard and mouse for extended periods of time, stoop, bend, and reach for equipment and supplies, make frequent repetitive motions required to operate a computer that include the wrists, hands and fingers, and lift, carry, push, pull, and move light objects up to 20 pounds. The role also requires the ability to effectively communicate through verbal interactions, discern auditory information, and visually perceive details to perform essential job functions.

This position requires occasional travel therefore you must be able to sit for extended periods of time on airplanes and/or in vehicles, lift and carry luggage independently, navigate long distances through airports and other travel locations independently, and adjust to different time zones and climates.

Consistent with the Americans with Disabilities Act (ADA) and similar applicable state laws, it is Alto’s policy to provide reasonable accommodation to enable qualified individuals with disabilities to perform essential job functions, unless such accommodation would cause an undue hardship.

Salary and Benefits

Salary Range: $62,400 - $78,000

Commission Eligible: No

Equity Eligible: Yes

Travel: Yes - Required up to 15% of the time

Location Requirement: Employment at Alto is limited to individuals residing in the following states: Arizona, Arkansas, California, Colorado, Florida, Kansas, Maryland, Missouri, Nevada, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Washington (WA), and Wisconsin.

Employment Authorization Requirement: Applicants must be authorized to work for any employer in the U.S. At this time, Alto is unable to sponsor or take over sponsorship of an employment Visa.

Benefits: Full-time employee benefits include: Multiple group medical, dental and vision plans to choose from, 401(k) plan, group life, AD&D, FSA/HSA, employer paid STD/LTD, Take-What-You-Need vacation time, accrued paid sick time, 11 paid holidays (7 for Pharmacy and Care teams), 8 weeks paid parental leave for eligible employees.

Application deadline: Aug 2, 2025

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Alto Pharmacy is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other legally protected basis. If you have a disability and require reasonable accommodation during any portion of the application or hiring process, please contact us at CandidateHelp@alto.com.

Alto Pharmacy considers qualified applicants with arrest or conviction records for employment and conducts background checks consistent with applicable law, including the California, Los Angeles County, San Francisco, and New York City Fair Chance laws. We are an E-Verify participating company.

To learn about Alto's privacy practices including compliance with applicable privacy laws, please click here.