• Lead and develop the EMR Success team • Manage, coach, and develop EMR Integration Specialists responsible for successful implementations and ongoing client support, proactively identifying and breaking through customer and internal barriers to drive customer success. • Create clear operating rhythms (intake, prioritization, escalation, customer communications, post-mortems) and ensure consistent execution across the team, delivering best-in-class field and clinic-level support. • Drive customer success for EMR integrations • Ensure customers are successfully implemented and supported across the full integration lifecycle, including implementation planning and cross-functional coordination. • Oversee key activities such as workflow assessment, roll-out planning, training/change management, go-live support, and post go-live planning. • Ensure the team provides end-user training and maintains high customer satisfaction. • Be the technical point for triage + escalation (Software Product Manager mindset) • Lead triage of integration issues and changes; ensure ownership, urgency, and clear resolution paths. • Partner with internal technical teams to “navigate and champion IT project requests,” unblock dependencies, and drive timely resolution. • Develop clear and documented playbooks for the team to follow. • Build scalable processes and improve the system • Develop and continuously improve documented, scalable processes for implementation and ongoing EMR support, optimizing solution offerings and implementation workflows. • Build metrics and reporting around customer health, backlog, SLA performance, go-live readiness, and recurring issue themes. • Partner cross-functionally • Serve as a liaison across Sales and external stakeholders to improve onboarding, closing of EMR integrations and customer experience both for our customers and the sales team. • Ensure the team effectively educates internal and external partners on EMR integration processes and best practices.