Senior Implementation Specialist

About the role

The Senior Implementation Specialist serves a key role as the face of pVerify/DoseSpot to newly signed customers, guiding them from post-sale through go-live and facilitating post-live transitions to Account Management. This position requires an organized planner who can develop project plans, understand customer goals, and guide customers through the implementation of our product.

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
• Cook up 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
• 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

Requirements

Must have experience onboarding customers in an API environment, proficient in the use of Microsoft Office, excellent verbal and written communication and presentation skills, customer-oriented, and provide exceptional customer service to customers, excellent project management, problem solving, influencing, communication, and interpersonal skills are required for success in this role.

Qualifications

• 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

Skills

• Experience onboarding customers in an API environment
• Proficient in the use of Microsoft Office
• Excellent verbal and written communication and presentation skills
• Customer-oriented and provide exceptional customer service to customers
• Excellent project management, problem solving, influencing, communication, and interpersonal skills

Benefits & Perks

• Competitive compensation
• Remote-first Work from anywhere in US. We also provide a one-time home office stipend to set up your workspace, plus a monthly Wi-Fi reimbursement.
• Flexible work Flexible scheduling and core collaboration hours (10:00 AM – 3:00 PM ET), giving you space for both deep work and real life.
• Company-wide offsite We invest in connection—join us for an annual offsite to collaborate, build relationships, and have some fun together.
• Time off that you’re expected to use Flexible PTO designed for real recharge, plus 17 company holidays, paid sick leave, and paid parental leave.
• Financial wellness 401(k) with company match to help you plan for the future.