Loyal is hiring a
Customer Solutions Architect

Summary

The Customer Solutions Architect will serve as a consultative expert who will optimize solution design, provide architectural guidance, lead product demonstrations, advocate for both product and client, craft implementation plans, and thoughtfully utilize technical product knowledge to champion a positive implementation experience.

Requirements

• Digital health/health tech/healthcare experience
• Demonstrated success in delivering complex enterprise-level implementation projects on time
• Experience with Communicating technical information/translating business requirements into technical plans and translating technical terms into business requirements and actions
• Experience with developing high-quality data mapping documents, adept at writing mapping documents, data transformation rules, and maintaining data dictionaries
• Experience working within a software as a service (SaaS) company
• Experience working within a high-growth and/or ambiguous environment, with proven experience to be dynamic
• Experience using project management tools to manage multiple projects across clients
• Bachelor’s degree in Business Administration, or related technical field, or equivalent work experience

Responsibilities

• Be responsible for deeply understanding customer objectives, needs, and pain points
• Serve as a technical subject matter expert on pre-sales and post-sales calls with clients and internal stakeholders
• Assist in pre-sales demo preparation (including custom demos)
• Direct and manages the implementation of multiple complex, cross-functional project deliveries, from start to project completion
• Serve as Voice of Customer (VoC) in internal settings with product teams during development cycles
• Drive project scoping with customers and internal stakeholders to cement requirements and develop realistic and detailed project plans
• Deep dive into various client platforms as necessary to troubleshoot issues and provide guidance to clients. Will work as a trusted advisor to the client on various technical areas and trends
• Oversee and track project plan progress in action items, decisions, risks, and deliverables and regularly communicate project status to internal and external stakeholders, including risk mitigation plans
• Collaborate with the Sales and Strategic Account Management team to build custom implementation plans for each customer
• Maintain strong customer relationships throughout projects; manage client expectations concerning project timelines, risks, and deliverables; engage customers post-implementation to learn of improvement opportunities
• Identify opportunities to improve performance, stability, capacity, security, and resilience of the applications, architecture, databases, processes, and infrastructure and identify associated risk & cost
• Assist in updating/creating implementation and training documentation for new and existing products
• Document and refine all quality processes
• Attend, participate in, and support project meetings alongside the account manager - independently or in conjunction with the Director of Technical Architecture
• Achieve pre-defined KPIs during each customer implementation
• Onboard and trains new customers according to their needs and objectives
• Provide customer feedback to the Product team for functionality enhancements
• Work to reduce the overall implementation timeline for each product

Preferred Qualifications

• Bachelor's degree in a technical field such as Computer Science
• EHR Integrations experience
• ClickUp Experience
• Agile project management experience
• 401[k] plan

Benefits

• Flexible paid time off, sick and personal days
• At least one holiday per month (sometimes, more!)
• Full health, dental, and vision insurance - Loyal pays the premium for all employees!
• One Time Home Office Setup Stipend For Remote & Hybrid Roles
• Monthly Internet Stipend for Remote & Hybrid Roles
• Long term & short term disability
• 16 Weeks Paid Parental Leave
• 2 Volunteer days per year
• Matching Gift Program
• Participation Grant Program
• Annual Travel/Team Events up to twice per year (post-COVID)