Implementation Specialist (SaaS)

TL;DR

Implementation Specialist (SaaS): Managing the end-to-end onboarding experience for new healthcare customers with an accent on project coordination and product adoption. Focus on leading milestone calls, gathering technical requirements, and ensuring successful feature implementation within a 60-day window.

Location: Must be based in the United States (Remote)

Salary: $26.15 - $27.89 per hour

Company

An all-in-one EHR+ platform built exclusively for independent healthcare practices to streamline operations and reduce burnout.

What you will do

• Own the end-to-end onboarding experience for new customers, leading milestone calls over a 60-day period.
• Guide customers through self-paced eLearnings and provide hands-on training as needed.
• Gather requirements, value drivers, and preferences to ensure the correct product mix is implemented.
• Collaborate with internal teams to leverage resources and ensure customers successfully graduate from onboarding.
• Maintain accurate and thorough documentation of all customer interactions and key decisions.
• Identify and escalate potential risks when customer expectations are not aligned with product capabilities.

Requirements

• 1-2 years of customer-facing experience leading or supporting software solution implementations.
• Must be based in the United States.
• Strong analytical skills and a background in project management or coordination.
• Excellent communication, negotiation, and conflict resolution skills.
• Ability to multitask and deliver results in a fast-paced environment.

Nice to have

• Experience in SaaS environments specifically within project coordinator or customer success roles.

Culture & Benefits

• Comprehensive healthcare benefits.
• Discounts on work-from-home basics through Dell.
• Access to Gympass for fitness and Telus Employee Assistance Program for mental health resources.
• A collaborative and entrepreneurial culture that values simplicity and customer-centricity.