Implementation Associate

This is a fully remote role within the United States.

The Role

As an Implementation Associate for our Customer Success team, you will be responsible for supporting large, complex customer implementations through the end-to-end implementation process. You will assist with the delivery of the solution, ensuring that each project is executed seamlessly within the scope, timelines, and contractual requirements. You will serve as an additional point of contact for customers and internal stakeholders, managing communications, addressing challenges, and ensuring that milestones are met successfully.

The Implementation Associate will primarily support our Implementation Managers in onboarding new customers across Clear Contracts and other Turquoise products. You’ll play an essential role in ensuring customer data is accurate, validated, and uploaded correctly, ensuring onboarding milestones stay on track.

This is a customer-facing operational role designed for someone who is eager to learn implementation fundamentals, build project management skills, and advance into an Implementation Manager role within 12 months. You’ll collaborate closely with Implementation Managers, Customer Success Managers, Product, Sales, and Engineering to help customers launch successfully and gain value quickly.

We strongly encourage BIPOC, people with disabilities, and LGBTQIA+ folks to apply for any open roles of interest. Building a truly diverse team is a challenge that we do not shy away from. Healthcare affects all people differently, but it significantly affects those in underserved communities. With a robust, diverse team, we are stronger and better equipped to change the future of healthcare for all.

Responsibilities:

Customer-Facing Implementation Support

• Serve as a supporting point of contact during onboarding, ensuring clear communication and alignment at every stage of the process.

• Participate in customer kickoff and working sessions alongside the Implementation Manager.

• Document action items, follow-ups, and deliverables with clarity and accuracy.

• Answer tactical customer questions and escalate issues when necessary.

QA, Documents & Data Uploads

• Conduct detailed quality assurance checks on customer documents, contract files, claims data, and other onboarding materials.

• Support the upload and ingestion of customer data into Turquoise systems with a high degree of accuracy.

• Validate file structures, formats, and metadata; identify issues and partner with customers to resolve them.

• Maintain organized, accurate versioning and documentation throughout the onboarding process.

Project Coordination

• Utilize strong project management skills to track timelines, set expectations, and proactively address challenges.

• Manage onboarding tasks and deliverables in our customer experience software to ensure projects progress smoothly.

• Assist in refining and updating internal implementation documents, templates, and playbooks as processes evolve.

• Identify risks or blockers early and surface them to the Implementation Manager and CSM.

• Support cross-functional communication to maintain tight alignment across teams.

Cross-Functional Collaboration

• Partner with Customer Success and other internal departments to troubleshoot onboarding issues and understand product workflows.

• Provide feedback on customer experiences, recurring issues, and opportunities for process improvement.

Requirements

Experience & Skills

• 2–5 years of experience in implementation, customer support, healthcare operations, or another customer-facing operational role.

• Strong project management skills; PMP certification is a plus.

• Excellent time management, work plan management, and documentation skills, with the capability to balance multiple priorities in a complex environment.

• Proven client management skills, professionalism, and a demonstrated ability to be a self-starter.

• Strong written and verbal communication skills for interacting with internal and external customers.

• Highly organized with the ability to manage multiple tasks and shifting priorities.

• Demonstrated ability to learn new concepts quickly, especially technical or data-heavy workflows.

Highly Preferred Skills An exceptional candidate will have experience in one or more of the following areas:

• Experience working with revenue cycle, managed care, or healthcare data analysis teams.

• Experience implementing complex data integrations (e.g., Epic, Cerner, Athenahealth) or other healthcare data software.

• Familiarity with CMS price transparency rules, NSA requirements, GFE/AEOB workflows, or healthcare pricing regulations.

Salary

The salary range for this full-time position is $100,000 - $115,000. Our salary ranges are determined by role and level and reflect the minimum and maximum salary across all US locations (please note: salaries are location agnostic). Within the range, individual pay is determined by factors including job-related skills, experience, and relevant education or training. We will talk about compensation in our first conversation and be transparent throughout the process about which level we think is the best match for you in our organization. Please note that the salary range does not reflect total compensation, which includes base salary, benefits, and company stock options.

Benefits

• Competitive pay with equity options
• Stellar health care plan options (Medical, Dental & Vision), with FSA, DCFSA, & HSA options
• Company-sponsored disability & life insurance
• Unlimited PTO
• 401(k) + 4% Matching
• Fully remote work + flexible working hours
• $750 work-from-home setup budget 
• Paid quarterly in-person co-working weeks
• Quarterly $150 co-hanging stipend to meet up with coworkers
• Monthly $100 health and wellness benefit
• Generous paid family leave