Role overview
The Implementation Specialist guides newly signed healthcare technology customers from post-sale handoff through configuration, training and go-live. As a customer-facing member of Support and Customer Success, the role manages concurrent projects, aligns API integrations with customer goals and helps develop scalable onboarding processes for eligibility, prescribing, coverage and pharmacy-transparency software.
Customer delivery
- Complete product setup and implementation steps, interpret customer agreements and create project plans that support a smooth launch.
- Partner with development teams on technical integrations and configuration, coordinating multi-partner relationships to meet customer expectations.
- Create documentation and training resources, train different user groups and support customer communication and launch activities.
- Maintain proactive contact as the main integration contact, answering phone, email and chat questions promptly and accurately.
- Track and report project progress against milestones while managing multiple short- and long-term projects and shifting priorities.
- Coordinate feedback, updates, questions and enhancement requests across departments; drive timely, thoughtful resolution from internal business owners.
- Use Salesforce to record interactions, initiatives and delivery of contractual commitments.
- Contribute to Customer Success strategy and cross-functional alignment with business goals.
Required experience
- A high school diploma or equivalent and at least three years in a customer-facing role.
- Deep experience onboarding customers in an API environment and proficiency with Microsoft Office Suite.
- Excellent verbal, written and presentation skills, with a strong customer-service approach by telephone and email.
- Attention to detail, multitasking and time management; ability to work independently while contributing proactively to a team.
- Strong project management, problem-solving, influencing and interpersonal skills, including reporting progress and driving successful integrations.
- Comfort working with a varied client workload and communicating across departments, rather than expecting a fixed book of accounts.
Remote schedule and pay
This full-time role can be performed from anywhere in the United States. All US time zones are welcome, with an Eastern time-zone preference. Flexible scheduling includes core collaboration hours of 10:00 am–3:00 pm ET. An annual company-wide offsite supports collaboration and connection.
Base salary is USD 60,000–80,000 per year, with an additional bonus available. Offers reflect skills and experience for the role.
Benefits
- A one-time home-office stipend and monthly Wi-Fi reimbursement.
- Flexible PTO, 17 company holidays, paid sick leave and paid parental leave.
- Multiple medical plans with significant employer premium contributions; dental coverage including orthodontia, and vision coverage for employees and families.
- Employer HSA/FSA contributions depending on the selected plan.
- A 401(k) with company matching.
Equal employment opportunity and affirmative action apply to all qualified applicants.