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.