Onboarding Consultant

Summary

Join Trella Health's Product team as an Onboarding Consultant and ensure new customers have a seamless onboarding experience. Guide customers through implementation, training, and consultation within the first 90 days. You will act as the primary point of contact, delivering a high-touch experience and tracking onboarding success. Collaborate with internal teams to configure the platform and deliver tailored training sessions. Monitor customer engagement and facilitate a smooth transition to the Customer Success team. This remote role, preferably located in GA, TN, SC, NC, FL, TX, or PA, reports to the Senior Manager, Solutions Engineering & Education.

Requirements

• 3+ years of experience in a customer-facing role, with a background in healthcare, health tech, or medical claims data
• Excellent project management skills with a track record of managing multiple customer engagements simultaneously. Proven experience in managing complex customer projects, with strong organizational skills and attention to detail
• A track record of delivering high-quality customer experiences; ability to empathize with customer challenges and proactively solve issues
• Outstanding verbal and written communication skills; comfortable conducting virtual meetings, demos, and training sessions with both technical and non-technical stakeholders
• Ability to troubleshoot issues, manage customer expectations, and ensure that customers achieve key adoption milestones within the onboarding period
• Familiarity with data-driven solutions and healthcare analytics platforms, with the ability to guide customers through data configuration, analysis, and product utilization

Responsibilities

• Act as the primary point of contact for customers during onboarding, guiding them through each step and addressing any questions or challenges
• Deliver a high-touch, "white glove" experience, setting a positive first impression and building a foundation for long-term customer satisfaction
• Track and measure onboarding success, continuously improving processes to drive customer adoption and satisfaction
• Lead the end-to-end onboarding process for new Trella Health customers that includes implementation, training, and consultation
• Collaborate with customers and internal teams to configure the Trella Health platform according to each customer’s needs, ensuring the implementation aligns with their goals and maximizes their ability to leverage our product effectively
• Develop and deliver training sessions tailored to the customer’s workflows, promoting full understanding and effective use of Trella Health’s solution
• Closely monitor customer engagement and usage metrics during the onboarding period, proactively addressing any adoption challenges and reinforcing best practices
• Facilitate a smooth transition to the Customer Success Manager upon successful completion of the 90-day onboarding period, including a comprehensive handoff and summary of customer milestones, engagement, and specific needs

Preferred Qualifications

Experience working with healthcare providers or organizations

Benefits

• Health, Dental, Vision & Voluntary Benefits
• Competitive Salary & Bonus Plans
• 401k Retirement Savings
• Unlimited PTO & 10 Paid Holidays
• Flexible Work Hours
• Equity Shares
• Paid Leave Programs
• Marketplace for discounted retail and entertainment