Let's face it, a company whose mission is human transformation better have some fresh thinking about how we work together. We do. And you'll start noticing it from the very first conversation.

We're a team that cares deeply about purpose, craft, and impact - and we're looking for people who bring the same energy. This role is an opportunity to do meaningful, challenging, and inventive work in partnership with a team that's deeply mission-driven.

If that sounds exciting - and the job description below feels like a fit - we really should start talking.

Essential Functions

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. This role is dedicated to delivering an exceptional client experience while simultaneously ensuring that all elements of the associated research study are successfully implemented and monitored.

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.

Key Responsibilities:

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.
• Collaborate closely with sales, customer success, product, engineering, and research teams to ensure alignment with both internal goals and client objectives.
• 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.

Client Engagement & Program Execution

• Act as the primary point of contact for implementation-related communications with clients and internal teams.
• Host member orientation sessions to ensure engagement and understanding of BetterUp's platform.
• Oversee technical implementation activities, ensuring successful system configurations and integrations.
• Partner with the engagement monitoring team to track platform utilization and proactively address concerns.

Financial & Compliance Oversight

• Financial Reporting:
• Track program spend and ensure adherence to allocated budgets.
• Assist in the preparation of quarterly financial reports.
• Support expense approval processes in collaboration with internal stakeholders.
• 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.

Cross-Functional Collaboration & Process Improvement

• 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.

Qualifications

Essential Requirements:

• 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.
• Ability to navigate cross-functional teams, driving alignment and execution across stakeholders.
• Excellent problem-solving and communication skills, with a proactive approach to addressing challenges.
• 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.
• Strong analytical skills and attention to detail, with the ability to synthesize information into actionable insights.
• Proven ability to lead platform delivery efforts, ensuring seamless integration of multiple products.

Preferred Qualifications:

• Experience in program implementation within SaaS, healthcare, or research-driven environments.
• Familiarity with privacy laws and compliance requirements such as PHIPA, PIPEDA, or similar regulations.
• 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.
• Familiarity with privacy laws and compliance requirements such as PHIPA, PIPEDA, or similar regulations.
• 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.

Additional Requirements:

• Ability to travel up to 25% of the time depending on geographic span of responsibilities, with a preference for candidates in the Toronto, CA region due to the nature of the study:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.