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.
• 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.
• Develop and maintain detailed project plans, ensuring milestones, deliverables, and deadlines are met.
• 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.
• 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.

Requirements

• A 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.