Client Experience Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the technical configuration and deployment of the Company’s Remote Patient Monitoring platform/solution within client EHR environments, particularly focusing on Epic and Cerner integrations.

• Act as the primary technical liaison for business and development stakeholders throughout the onboarding process.

• Manage all stages of implementation, from project kick-off and requirements gathering to testing, go-live, and transition.

• Resolve complex integration issues alongside Technical Support Engineers and escalate when necessary.

• Collaborate with senior team members to learn the support of the Company’s Health IoT platform implementations and data source integrations.

• Gradually assume onboarding responsibilities for the Company’s Health IoT Platform, including training, configuration, and strategic growth.

• Maintain the post-launch client relationship for assigned accounts regarding the Company’s Remote Patient Monitoring platform/solution, acting as both an advocate and advisor.

• Conduct regular check-ins and strategic reviews to comprehend client objectives, identify new use cases, and suggest incremental feature or measurement-type enhancements.

• Track key adoption metrics and act as an early warning signal for at-risk accounts, collaborating with the Director, Client Experience to prevent churn.

• Frame every client engagement around delivering measurable value, avoiding hard sales tactics while remaining aligned with the client’s business goals.

• Create and uphold comprehensive project plans, ensuring that milestones, deliverables, and deadlines are achieved.

• Coordinate with cross-functional teams, including Support, Solutions Engineering, and Product, to ensure alignment on client requirements and timelines.

• Document and communicate implementation status, risks, and resolution strategies to both internal teams and client stakeholders.

• Design and deliver customized training programs—either live or recorded—to instruct clinicians, administrators, and technical teams on the Company’s Remote Patient Monitoring platform/solution features and best practices.

• Generate clear technical documentation and knowledge-base articles to empower clients to perform common tasks independently.

• Share insights gained from experiences across all product lines to continuously enhance the Company’s implementation playbooks.

• Host or assist in “Feature Spotlight” sessions aimed at showcasing high-value Impact capabilities and increasing adoption of additional measurement types.

• Gather client feedback on usability, workflows, and feature requests, and relay actionable insights to the Product and Engineering teams.

• Contribute to the ongoing improvement of implementation and experience playbooks, integrating lessons learned and industry best practices.

• Stay informed about the remote monitoring landscape and EHR trends to anticipate client needs and uphold technical expertise.

⛳️ Requirements

• Strong comprehension of EHR architectures, HL7/FHIR principles, and enterprise SaaS deployment.

• Exceptional consultative abilities with a history of promoting platform adoption and ensuring client satisfaction.

• Excellent verbal and written communication skills.

• Proven skill in presenting technical concepts to both clinical and executive audiences.

• Highly organized, detail-oriented, and adaptable within a fast-paced setting.

• Enthusiastic about cultivating long-term client partnerships.

🏝️ Benefits

• Comprehensive health benefits package.

• Flexible working hours and remote work options.

• Opportunities for professional development and career advancement.

• Supportive and collaborative work environment.