Implementation Specialist

IMPACT YOU’LL MAKE:

• Enhance customer satisfaction by providing seamless onboarding and training, ensuring a positive experience and maximizing product value.
• Ensure operational efficiency by maintaining process consistency and tracking key milestones for smooth execution and timely go-lives.
• Foster client retention and trust by addressing issues quickly and offering consultative guidance to build strong, lasting relationships from the outset.

WHAT YOU’LL LEARN:

• Gain a deep understanding of how IMO Health’s products integrate with industry-leadingEHR applications.
• Develop skills in managing client relationships, addressing issues, and providing consultative support.
• Learn to coordinate complex onboarding processes, ensuring smooth project execution and adherence to timelines.

WHAT YOU’LL DO:

• Deliver outstanding onboarding support, ensuring high levels of customer satisfaction throughout the implementation process.
• Host recurring customer status calls, providing clear and concise project updates, timelines, and progress reports.
• Deliver tailored end-user training to a diverse client base, including technical personnel, senior executives, and administrative staff.
• Develop a consultative approach by educating customers on IMO Health’s best practices and solutions to optimize their implementation.
• Maintain high levels of quality and consistency across onboarding activities, ensuring alignment with IMO Health’s standards.
• Document all communication, data points, and milestones from project kickoff to go-live, ensuring accurate tracking of client interactions.
• Capture, escalate, and resolve client issues promptly, leveraging available resources and ensuring customer trust is maintained.
• Work cross-functionally to resolve roadblocks, build customer trust, and drive project success.

WHAT YOU’LL NEED:

• 1-3 years of SaaS implementation experience; experience in healthcare or healthcare IT preferred.
• Ability to understand complex business challenges and build effective relationships with both internal teams and external customers.
• Passion for learning new products and technologies, with the ability to translate technical details into valuable customer insights.
• Aptitude to quickly grasp healthcare business models and understand the intricacies of healthcare organizations.
• Strong interpersonal and communication skills, with the ability to engage confidently with stakeholders at all levels.
• Able to work independently, while thriving in a collaborative, cross-functional environment.
• Strong organizational, time management, and multi-tasking abilities, with an adaptable approach to shifting priorities.
• Proficient in Microsoft Suite; experienceutilizingSalesforce (or similar CRM tools) is a bonus.