Implementation Specialist

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

📋 Description

• Facilitate the onboarding process for both new and existing customers utilizing the HealthStream platform, applications, and learning/competency development products.

• Oversee all stages of the onboarding journey by employing fundamental project management principles and a consultative approach.

• Implement products and guide customers through technical, operational, and training phases to ensure effective onboarding.

• Comply with HealthStream's security policies, procedures, and required training.

• Activate new content/products while implementing fresh solutions and applications.

• Collaborate with project managers on extensive projects as necessary.

• Support customers in identifying key personnel, best practices, training, deployment, and system requirements.

• Act as the primary escalation point during onboarding to address customer inquiries, conflicts, or challenges.

• Preserve project documents and meet departmental performance metrics.

• Control project scope and manage customer expectations.

• Maintain weekly status updates for ongoing onboarding initiatives for the team manager.

• Develop and update departmental documentation.

• Assist in the onboarding of new products within the department.

• Collaborate with database administrators to identify and document defects discovered during onboarding.

• Achieve or surpass the department's customer satisfaction rating objectives.

• Complete product certification exams or other competencies as directed by leadership.

⛳️ Requirements

• Minimum of 2 years' experience in customer onboarding, implementations, customer service, account management, or a related field.

• Proficient in managing projects and/or familiar with project management methodologies.

• Experience with web-based software; SAAS experience is preferred.

• Skilled in troubleshooting web-based software across various platforms.

• Proficient in Microsoft Word and Excel.

• Familiarity with Salesforce is preferred.

• Experience in advising customers on best practices for application implementation is preferred.

• Experience in forecasting and managing implementation timelines is preferred.

• Proficient in resolving issues related to web-based software and data files.

• Basic understanding of the software implementation lifecycle.

• High school diploma is required.

• Bachelor’s degree is preferred or equivalent relevant experience.

• Project Management certification is not mandatory.

• Strong verbal and written communication skills.

• Exceptional customer service abilities.

• Excellent critical thinking capabilities.

• Effective time management skills.

• Ability to read, analyze, and interpret basic Excel and tab-delimited data files.

• Capability to work independently as well as collaboratively in a team environment.

• Ability to adhere to established policies and procedures.

• Proficient in translating technical requirements into layman's terms.

🏝️ Benefits

• Competitive Compensation & Bonuses

• Comprehensive Insurance Plans

• Mental and Physical Health Support

• Work-from-home flexibility

• Fitness Center Reimbursements

• Generous time off for volunteering

• Wellness workshops

• Buddy Program for new HealthStreamers

• Opportunities for career advancement

• Continuous learning opportunities

• Inspiring workspaces to foster collaboration and connection among HealthStreamers

• Free employee parking at our Resource Center in Nashville

• Flexibility and paid time off

• Medical, Dental, and Vision insurance

• Paid Time Off

• Parental Leave

• 401k and Roth options

• Flexible Spending Account

• Health Savings Account

• Life Insurance

• Short- and Long-Term Disability

• Medical Bridge Insurance

• Critical Illness Insurance

• Accident Insurance

• Identity Protection

• Legal Protection

• Pet Insurance

• Employee Assistance Program

• Fitness Reimbursement