Implementation Specialist

DoseSpot; United States; Remote; USD 50,000 - 80,000

Job description

PE-backed start-up, DoseSpot is a dynamic and innovative leader in the electronic prescribing software market, and its subsidiary, pVerify, is an industry leading insurance verification solution. We are on a hyper-growth curve at the intersection of the software and healthcare industries. We need great team members to capitalize on these opportunities and improve the healthcare experience for patients and doctors alike. DoseSpot and pVerify have an exciting opportunity to join a fun and growing team, benefit from strong market tailwinds, and be part of an exciting opportunity to ensure mission-critical prescriptions and verifications are delivered on time and without error.

The Role:

As a customer facing member of the Support Team, the Implementation Specialist serves a key role as the face of DoseSpot to newly signed customers, guiding them from post-sale through go-live. This is a great time to join a growing Customer Success team with opportunities to develop processes and contribute to scalable success strategies. An organized planner to the core, you’re experienced in ensuring a smooth customer onboarding experience by developing project plans, working to understand customer goals, and guiding customers through the implementation of our product. You will train different users within the product and assist with communication and launch activities for each customer. Additionally, you’ll be expected to run multiple projects concurrently, deal with changing priorities, while focusing on the success of our customers.

What You’ll Do:

• Complete implementation and setup steps for newly signed customers within our product.
• Interpret customer agreements to set up the implementation process.
• Work closely with the development team on setting up technical integrations and configurations as needed.
• Create documentation and training materials to provide support for customers and product end users.
• Serve as a member of our growing Customer Success team, contributing to overall strategy and working cross functionally to align with business goals.
• 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.
• Ability to report on project progress with the focus on driving to meeting or exceeding milestone timelines.
• Ability to 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.
• Coordinate feedback on customers' experiences, provide updates and facilitate any questions or enhancements from the customer.
• Drive internal business owners to thoughtful and timely resolution and responses.
• Utilize Salesforce to track customer interactions, initiatives, and delivery of contractual obligations.

What You’ll Bring:

• High school diploma or equivalent required; with a minimum of three (3) years’ experience in a customer facing role.
• Proficient in the use of Microsoft Office Suite.
• Excellent verbal and written communication and presentation skills.
• Must be customer-oriented and provide exceptional customer service to customers through telephone and email correspondence.
• Detail oriented with the ability to multitask and manage time.
• Must be able to work independently while being a proactive team member.
• Excellent project management, problem solving, influencing, and interpersonal skills.
• Ability to manage short- and long-term projects that drive toward successful integration of our product and report on project progress to meet or exceed timelines.

You Will Enjoy This Role If:

• You enjoy working with a wide range of different clients.
• You enjoy learning technical skills about API Integrations.

You probably won’t enjoy this role if:

• You expect to only manage a specific book of business as the workload may vary.
• You don’t enjoy being a cross-departmental communicator.

Benefits & Perks:

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.

DoseSpot is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.