Implementation and Customer Success Leader

Location: Milwaukee, WI
Type: Full-Time, Permanent

Our client has developed an innovative patient engagement platform designed to solve meaningful problems for multiple ambulatory healthcare markets.  Choosing an initial market of outpatient physical therapy, they have developed strong strategic partnerships and are preparing for nationwide launches in two verticals – private practice outpatient clinics and skilled nursing facilities. They are taking a fresh and innovative approach, combining the science of health behavior change with leading edge technology, while working closely with their client base to develop and deploy on a rapid, iterative basis.

They recently closed a Series Seed Round and are preparing for expansive growth.  They are seeking to add a strong implementation and customer success candidate to their team. This position is pivotal to company’s success and will be reporting directly to the CEO, as well as working closely with Product Development Director.  It is an extraordinary opportunity for an experienced candidate to utilize their skills and knowledge to build structure and processes, in anticipation of layering staff within their department.  This is a high impact position being added as a key player to the fast paced, dynamic core team.     

Description

  • Establish and manage strategy, systems and processes to support implementation, training, and customer success in our outpatient rehabilitation therapy markets - currently private practice outpatient physical therapy and skilled nursing physical therapy. As we expand, manage staff to support these roles.

  • Develop understanding of the platform, benefits, features, and workflows. Develop understanding of outpatient physical therapy markets including: private practice, skilled facilities, hospital based, and corporate clinics.

  • Coordinate closely with technical, product, clinical, marketing, and management teams, while working independently.

  • Manage client implementation and training.

    • Coordinate with new clients define their customizations, including collecting, organizing, and processing data related to: client organizations, clinic locations, therapists, and staff; intake forms and assessments; transactional engagement outreach; follow up and marketing outreach.

    • Coordinate with strategic partners to define and test integrations.

    • Coordinate with client and integration partners to define roll out strategies, managing resources and timelines for going live.

    • Schedule and lead webinar training sessions with staff and therapists of new clients, translating feedback into future customer success, upselling opportunities, and/or product innovation.

    • Create training scripts, online knowledge bases, and recorded webinars to augment and strengthen training process.

    • Work with team to progressively streamline implementation through improvement in processes or development of product. Track implementation and training metrics to support cost analyses and progress.

  • Manage client customer success.

    • Manage system for receiving and resolving service tickets, escalating to technical or executive team as necessary.

    • Translate requests and feedback into improvements in product or processes.

  • Manage roll out of new features or product improvements.

    • Support QA testing in rapid iteration environment, providing critical feedback.

    • Update knowledge base and inform existing clients of product changes, as necessary.

  • Support sales cycle.

    • Support sales cycle as required by demonstrating product to prospective clients, following up on leads, joining team at clients or conferences to highlight product and potential.

  • Support other projects as assigned. This may include the following:

    • Updating and expanding user manuals. Transfer to online knowledge bases.

    • Support expansion of home exercise program library, including management data base; coordination of video shoots; scheduling videographers, models, clinical directors; approving final edits; updating system. On an ongoing basis, coordinating requests for new or modified exercises from clients.

    • Assist with tracking and analyzing key performance metrics of system that influence our strategy and value proposition, including measurement of ROI, client success, CAC.

TO APPLY

Please fill out and submit the application form below or email your resume to Michael Cordio at michael@skillspipeline.com.