Client Experience Manager

Responsibilities

• Lead technical configuration and deployment of the Company’s Remote Patient Monitoring platform/solution within client EHR environments, with a focus on Epic and Cerner integrations
• Serve as the primary technical point-of-contact for business and development stakeholders during onboarding
• Manage all implementation phases, from kick-off and requirements gathering through testing, go-live, and hand-off
• Troubleshoot complex integration issues in collaboration with Technical Support Engineers and escalate as needed
• Partner with senior team members to learn to support the Company’s Health IoT platform implementations and data source integrations
• Gradually take on onboarding tasks for the Company’s Health IoT Platform, including training, configuration, and strategic expansion

Strategic Client Experience

• Own the post-launch client relationship for assigned accounts for the Company’s Remote Patient Monitoring platform/solution, acting as both advocate and advisor
• Conduct regular check-ins and strategic reviews to understand client goals, reveal new use cases, and propose incremental feature or measurement-type expansions
• Monitor key adoption metrics and serve as an early warning for at-risk accounts, partnering with the Director, Client Experience to mitigate churn
• Frame every client interaction around delivering measurable value, never a hard sell, but always aligned to the client’s business objectives

Project Management & Collaboration

• Develop and maintain detailed project plans, ensuring milestones, deliverables, and deadlines are met
• Cook up cross-functional resources, with Support, Solutions Engineering, and Product, to align on client requirements and timelines
• Document and communicate implementation status, risks, and resolution plans to both internal teams and client stakeholders

Training & Enablement

• Create and deliver tailored training programs—live or recorded—to educate clinicians, administrators, and technical teams on the Company’s Remote Patient Monitoring platform/solution features and best practices
• Produce clear technical documentation and knowledge-base articles to empower clients to self-serve common tasks
• Share lessons learned across all product lines to continually refine the Company’s implementation playbooks
• Host or support “Feature Spotlight” sessions aimed at highlighting high-value Impact capabilities and driving adoption of additional measurement types

Continuous Improvement & Feedback

• Capture client feedback on usability, workflows, and feature requests, and surface actionable insights to Product and Engineering teams.
• Contribute to ongoing refinement of implementation and experience playbooks, incorporating lessons learned and industry best practices
• Stay current on the remote monitoring landscape and EHR trends to anticipate client needs and maintain technical authority

Qualifications

• Strong understanding of EHR architectures, HL7/FHIR fundamentals, and enterprise SaaS deployment
• Exceptional consultative skills with a track record of driving platform adoption and client satisfaction
• Outstanding verbal and written communication skills
• Proven adeptness at presenting technical concepts to both clinical and executive audiences
• Highly organized, detail-oriented, and flexible in a fast-paced environment
• Passionate about building long-term client partnerships