Responsibilities
- Lead customer implementations of our products from kickoff and discovery through data acquisition, solution design, product configuration, validation, and rollout
- Partner with the Client Services team to ensure accurate and optimal product and workflow design and configuration
- Conduct discovery and design sessions with clinical and operational stakeholders
- Communicate technical requirements and coordinate security and other audits with customer IT and operational teams
- Design and execute unit and user acceptance tests to validate system functionality, data accuracy, and workflow configurations
- Troubleshoot data issues and support technical requirements gathering by navigating complex database structures
- Collaborate with Project Manager on status reporting and proactive communication
- Continually evaluate and improve implementation processes, outcomes, documentation, and collateral
- Travel for up to 25-50% of the time
Requirements
- Bachelor's degree or equivalent experience
- At least 2 years of professional experience in a client- or customer-facing role such as management consulting, customer success, or implementation management
- At least 3 years of experience in a quantitative and data intensive role
- Experience with healthcare IT systems including EHR data structures, HL7 messaging standards, and healthcare interoperability frameworks
- Strong focus on customer happiness, success, and retention
- Experience working with cross-functional teams (product, engineering, clinical)
- Excellent communication, facilitation, and stakeholder management skills
- Familiarity with project management tools and best practices
Bonus Points
- Experience working on enterprise software products
- Experience and passion for process improvement and Lean or Six Sigma training
- A graduate degree such as MS, MHA, or MBA
