Implementation Specialist

At IMO Health, we are revolutionizing Health IT by providing innovative solutions that power better decision-making across healthcare organizations. As an Implementation Specialist, you'll be instrumental in bringing our suite of products to life within our customers' Health IT environments, driving seamless integrations and exceptional customer experiences. 

The Implementation Specialist is a critical player in ensuring the successful deployment of IMO Health’s products across our provider customer base. This role requires collaboration with internal and external teams, providing customers with world-class onboarding support, product education & training, and guidance throughout their journey. The ideal candidate will be energetic, detail-oriented, and passionate about ensuring our customers achieve the maximum value from IMO Health solutions.

IMPACT YOU’LL MAKE:

• Enhance customer satisfaction by providing seamless onboarding and training, ensuring a positive experience and maximizing product value. 
• Ensure operational efficiency by maintaining process consistency and tracking key milestones for smooth execution and timely go-lives. 
• Foster client retention and trust by addressing issues quickly and offering consultative guidance to build strong, lasting relationships.  

WHAT YOU’LL LEARN:

• Enhance Gain a deep understanding of how IMO Health’s products integrate with various Health IT applications. 
• Develop skills in managing client relationships, addressing issues, and providing consultative support. 
• Learn to coordinate complex onboarding processes, ensuring smooth project execution and adherence to timelines. 

WHAT YOU’LL DO:

• Deliver outstanding onboarding support, ensuring high levels of customer satisfaction throughout the implementation lifecycle. 
• Host recurring customer status calls, providing clear and concise project updates, timelines, and progress reports. 
• Deliver tailored end-user training to a diverse client base, including technical personnel, senior executives, and administrative staff. 
• Develop a consultative approach by educating customers on IMO Health’s best practices and solutions to optimize their implementation. 
• Maintain high levels of quality and consistency across onboarding activities, ensuring alignment with IMO’s standards. 
• Document all communication, data points, and milestones from project kickoff to go-live, ensuring accurate tracking of client interactions. 
• Capture, escalate, and resolve client issues promptly, leveraging available resources and ensuring customer trust is maintained. 
• Work cross-functionally to resolve roadblocks, build customer trust, and drive project success.

WHAT YOU'LL NEED:

• 1-3 years of SaaS implementation experience; experience in healthcare or healthcare IT preferred. 
• Ability to understand complex business challenges and build effective relationships with both internal teams and external customers. 
• Passion for learning new products and technologies, with the ability to translate technical details into valuable customer insights. 
• Aptitude to quickly grasp healthcare business models and understand the intricacies of healthcare organizations. 
• Strong interpersonal and communication skills, with the ability to engage confidently with stakeholders at all levels. 
• Able to work independently, while thriving in a collaborative, cross-functional environment. 
• Strong organizational, time management, and multi-tasking abilities, with an adaptable approach to shifting priorities. 
• Proficient in Microsoft Suite; experience utilizing Salesforce (or similar CRM tools) is a bonus.