Senior Implementation Specialist

Summary

Join DoseSpot, a PE-backed start-up and leader in electronic prescribing software, as a Senior Implementation Specialist. You will be the face of DoseSpot and pVerify to new customers, guiding them through onboarding and go-live. Responsibilities include managing multiple concurrent projects, training users, and collaborating with various teams. You will focus on API clients, implementing and driving adoption of DoseSpot's product suite. This role requires strong project management, communication, and customer service skills. The position offers a remote work environment with a flexible schedule and various benefits.

Requirements

• 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

Responsibilities

• 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

Benefits

• Remote work environment with a flexible work schedule to encourage work-life balance
• Annual company offsite
• Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave
• Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)
• 401(k) company match
• One-time workspace reimbursement to help you optimize your remote workspace