• Client Implementation: Build connections between Watershed and client systems, and configure Watershed to meet each client's goals. • Data Pipelines & Integrations: Build and maintain data pipelines and API integrations, and write scripts to create and manage data connections to Watershed. • Reporting & Analysis: Use our flexible reporting platform to perform data analysis on complex data sets and build dashboards and reports that help clients understand and act on their data. • Consulting & Best Practices: Consult with clients on their goals, share knowledge of best practices, and help clients build out their learning data ecosystems. • Technical Support & Troubleshooting: Provide technical assistance to clients and work closely with the technology team to troubleshoot issues and influence product changes. • Automation and Deployment: Automate repetitive technical workflows to improve efficiency for both clients and the team.

• Onboard new customers and perform project management activities, including tracking deployment progress and issues • Assist & guide customers to deploy and operationalize the IDP solution • Weekly technical & project management meetings with customers to discuss status, technical questions/issues, etc. • Document troubleshooting guides, KBs and problem resolution steps • Provide best practice recommendations and knowledge transfer to customers to ensure adoption of the product • Work internally with cross-functional teams and leadership to escalate customer issues to support and product • Deliver effective technical & customer support to customers within different industries globally

Role Description As our Sr. Implementation Manager, you'll own end-to-end implementation for our most complex enterprise accounts - including flagship clients - while building the scalable processes that let us implement faster as we grow. You'll report directly to our CEO during this transition period and will be expected to operate with significant autonomy: setting strategy, resolving issues independently, and escalating only what truly needs executive input. - Strategic Implementation & Ownership - Own implementation strategy and execution for enterprise accounts, including flagship clients - Build, refine, and continuously improve scalable implementation processes to support Wellthy's growth across Backup Care and Care Concierge - Operate with high autonomy — make tradeoffs and escalate only when necessary - Project & Team Management - Lead multiple concurrent client implementations, meeting negotiated launch timelines and initial covered-lives enrollment targets per client - Manage 1 direct report today, with headcount expected to grow to 2-3 within 12 months as client volume increases - Set and own performance targets: on-time launch rate, implementation NPS, post-launch client satisfaction - Documentation, Communication & Quality - Maintain complete, current, and properly stored project documentation across all active implementations - Provide regular status updates to all stakeholders on implementation progress, risks, and timelines - Conduct regular quality checks to confirm client solutions meet agreed requirements before and after launch - Problem Resolution - Resolve client-facing implementation issues, including technical configuration problems and member onboarding challenges - Cross-Functional & Stakeholder Management - Partner across Client Success, Growth, Product/Engineering, Marketing, and Care teams to deliver a cohesive client experience - Set and manage client expectations on timelines, deliverables, and risks - Run kickoff and milestone meetings; proactively surface and resolve blockers before they impact timelines - Client Education & Support - Provide ongoing education and support to clients and partners throughout implementation, not just at kickoff - Team Leadership & Training - Oversee junior team members; document and train other teams/staff on implementation playbooks Qualifications - Bachelor's degree and 7+ years in Implementation or Client Services, including experience managing complex, high-visibility enterprise accounts - Experience in a backup care service preferred - Track record of owning outcomes independently, not just executing a plan handed to you - Strong project management and organizational skills - Comfortable escalating and resolving issues without waiting for direction - Curiosity about AI and emerging tools as workflow accelerators - Salesforce, Notion, Slack experience preferred Requirements - To work remotely, you must have a strong internet connection, quiet space to take calls and a professional (distraction-free) environment. - Location: This is a remote and US states based opportunity. We ask that you work in a location that is: - Private, with secure (not public) internet and phone access - Suitable to safely and securely accommodate the sensitive information that you will be handling and communicating - Given the nature of the material you will be working on and handling, you are required to work from a private, dedicated, distraction-free space - Our Wellthians are located throughout the United States but we are currently not accepting candidates in the following states: Alaska, Hawaii, Maine, Mississippi, New Hampshire, New Mexico, North Dakota, Oklahoma, Rhode Island, and West Virginia. Benefits - The starting salary for this position is $120,000-$145,000. - Remote work environment. - Medical, dental and vision benefits within 30 days of hire. - Retirement saving account with matching company contributions. - Mental health benefits. - 15 days paid vacation, two additional days for each subsequent year (up to a maximum of 25 days). - Sick and Caregiving Days. - Professional development initiatives for growth. - Generous parental leave (maternal and paternal) during a new child’s first year (born into family or adopted) and pregnancy loss leave.

Role Description Are you a strong communicator with a passion for helping others? Do you thrive in fast-paced, team-driven environments? Due to an increased demand for our services, we are actively seeking full-time Customer Care Specialist with soft sales experience to join our growing team! Whether working from our local office or remotely, you’ll play a key role in supporting clients and guiding them through the process of protecting what matters most — their families. Qualifications - An advocate – You care deeply about the customer experience and stop at nothing to deliver value. - A creative problem solver – You can think outside the box and find the best solution using available tools. - A wordsmith – You’re clear, concise, and approachable in both written and verbal communication. - A helper – You’re patient and understanding, committed to creating positive interactions. - An organized multitasker – You juggle tasks with ease and maintain high productivity. - A team player – You’re collaborative, supportive, and enjoy helping your colleagues succeed. Requirements - Excellent written and verbal communication skills. - Commitment to working hard to grow. - A customer-first mindset with a strong desire to assist others. - Previous customer service or soft sales experience is a plus. - Comfort with live chat, email communication, and CRM platforms. - Ability to learn quickly, stay organized, and handle multiple priorities. - A positive attitude and a growth mindset – we value coachability over perfection! Benefits - Weekly pay and bonuses. - Health, life, and retirement benefits. - Merit-based promotions and opportunities for advancement into leadership roles. - A supportive, team-oriented culture that values your growth.