The Role:As a customer facing member of the Implementation Team, the
Senior Implementation Specialist serves a key role as the face of pVerify/DoseSpot to newly signed customers, guiding them from post-sale through go-live and facilitating post-live transitions to Account Management. An organized planner to the core, you're experienced in ensuring a smooth customer onboarding experience by developing project plans, working to understand customer goals, and guiding customers through the implementation of our product. You will be expected to run multiple projects concurrently, deal with changing priorities, train different users within the product and assist with communication and launch activities for each customer. You'll join a growing customer success team with opportunities to develop processes and contribute to scalable success strategies. With an additional focus on API Clients, you will work to implement and drive the adoption of pVerify's suite of products. You will leverage deep knowledge of pVerify's API products as well as strong commitment to Client experience.
What You'll Do: - Complete implementation and setup steps for newly signed customers within our product
- Work one-on-one with clients to implement the DoseSpot & pVerify products across various applications.
- Proactively manage the implementation process end-to-end to achieve Clients' target timelines and goals
- Drive adoption of DoseSpot & pVerify products and services
- Partner with Sales, Account Management, Technical Account Management and Support to ensure seamless hand-offs
- Collaborate closely with Product and Engineering to improve and troubleshoot Client issues as well as provide feedback on product enhancements
- Support in the development and documentation of processes and best practices to provide support for customers and product end users
- Respond to customer queries in a timely and accurate way, via phone, email, or chat
- Maintain regular and proactive contact with integration customers and serve as the main point of contact for questions
- Manage short- and long-term projects that drive toward successful integration of our product
- Coordinate multi-partner relationships that allow for seamless integration while meeting new customers' expectations
- Effectively work with other departments to meet or exceed customers' expectations including sales, software development, and technical support
- Coordinate feedback on customers' experiences and facilitate any questions or enhancements from the customer to senior management
- Drive internal business owners to thoughtful and timely resolution and responses
- Utilize Salesforce to track customer interactions, initiatives, and delivery of contractual obligations
- Identify, lead, and drive process improvement projects to enhance efficiency and customer satisfaction.
- Collaborate with cross-functional teams to streamline processes, remove bottlenecks, and implement improvements that support customer success.
- Mentor and train new team members, providing guidance and support to help them succeed in their roles.
What You'll Bring: - Bachelor's degree; or equivalent experience with a minimum of two to five (2-5) years' experience in a customer implementation role with a Medical EHR/EMR, Practice Management System or healthcare SaaS company
- Must have experience onboarding customers in an API environment
- Ability to maneuver through and interpret customer agreements
- Proficient in the use of Microsoft Office
- Ability to create SOW's and project plans
- Excellent verbal and written communication and presentation skills
- Must be customer-oriented and provide exceptional customer service to customers
- Must be able to work independently while being a proactive team member
- Excellent project management, problem solving, influencing, communication, and interpersonal skills are required for success in this role
