Description

Let’s face it, a company whose mission is human transformation better have some fresh thinking about how we work together. We’re a team that cares deeply about purpose, craft, and impact — and we’re looking for people who bring the same energy. The Implementation Specialist plays a critical role in ensuring the successful execution of BetterUp’s implementation efforts for key accounts, particularly in the context of research-based initiatives. As a hybrid role balancing program implementation and research oversight, the Implementation Specialist will manage project timelines, engage in compliance and regulatory tasks, and facilitate seamless customer onboarding. This individual will work closely with the Delivery Director for this account while reporting to the RVP of Customer Success for Key Accounts. Additionally, they will collaborate cross-functionally with internal teams and client stakeholders to oversee the integration of BetterUp’s platform solutions within customer environments, ensuring alignment with technical, operational, and strategic business objectives.

Program & Project Management
Serve as a dedicated project manager for key account implementation efforts, including research-related milestones such as recruitment and intervention delivery.
Lead the planning, execution, and coordination of complex, multi-product launches for BetterUp’s largest and most strategic customers.
Define, track, and manage workstreams, ensuring that implementation objectives are met on time and within scope.
Participate in and support SteerCo meetings, driving forward implementation goals.
Develop and maintain implementation roadmaps that integrate both program execution and research study requirements.
Regularly monitor and report on project progress to internal stakeholders, flagging risks and mitigation strategies, and assist in the drafting of formal progress reports to external stakeholders.
Act as the primary point of contact for implementation-related communications with clients and internal teams.
Oversee technical implementation activities, ensuring successful system configurations and integrations.
Partner with the engagement monitoring team to track platform utilization and proactively address concerns.
Regulatory & Compliance:
Ensure adherence to privacy and security standards (PHIPA and PIPEDA) in collaboration with product, engineering, and legal teams.
Facilitate IRB/REB approval processes for research-driven implementations in coordination with the research team.
Work closely with internal teams such as sales, customer success, product, engineering, customer success, and research teams to continuously improve implementation processes.
Contribute to the development of scalable tools and frameworks that enhance platform implementation efficiency.
Identify and escalate product enhancements necessary for improved deployment experiences.
Document and share best practices to drive consistency across platform implementations.

Strong project management skills with the ability to manage multiple workstreams in a complex implementation environment.
Experience coordinating complex implementations with compliance, privacy, and regulatory considerations.
Demonstrated ability to manage financial tracking and reporting related to program implementation.
Experience working with privacy, security, and ethical frameworks within a technical or research setting.
Experience in program implementation within SaaS, healthcare, or research-driven environments.
Background in behavioral science, psychology, or research-related fields is a plus.
Experience with enterprise software deployment and technical implementation.
Certification in project management methodologies (e.g., PMP, Agile, Scrum) is preferred.
Background in behavioral science, psychology, occupational health or research-related fields is a plus.
Experience in program implementation within SaaS, healthcare, or research-driven environments.