Description

The Customer Success & Implementation Specialist serves as a key operational partner to both the Client Success and Implementation teams. This role is responsible for coordinating customer onboarding and implementation activities, managing implementation projects from kickoff through completion, and serving as a primary point of contact for customers during implementation-related initiatives.

In addition, this role manages a portfolio of smaller customer accounts, providing proactive support, training, engagement recommendations, renewal coordination, and customer success guidance. The Customer Success & Implementation Specialist collaborates closely with Client Success Managers, the Director of Implementation, Finance, Sales, Product, Marketing and Customer Support to ensure exceptional customer experience throughout the entire customer lifecycle.

This position is ideal for an organized, detail-oriented person who enjoys project management, customer communication, and building long-term customer relationships.

Essential Functions

Implementation Coordination (40%)

Manage onboarding and implementation projects from introduction through completion.
Coordinate implementation efforts between customer stakeholders and internal teams.
Schedule and facilitate implementation meetings, technical calls, and project milestones.
Serve as the primary coordinator for Single Sign-On (SSO) implementation projects and other customer access initiatives.
Maintain implementation documentation, project plans, timelines, and customer communications.
Coordinate training, user acceptance testing, and go-live activities.
Ensure all activities are documented within ClientSuccess, the customer success platform, and other internal systems.
Coordinate customer follow-up communications and ensure timely completion of implementation tasks.
Monitor project progress and proactively identify risks, delays, or customer concerns.
Partner closely with the Director of Implementation to ensure successful project execution.

Customer Success Management (30%)

Manage a portfolio of small to mid-sized customer accounts.
Conduct onboarding meetings and training sessions for assigned customers.
Schedule and lead recurring customer touchpoints.
Perform account audits and provide recommendations to improve utilization and engagement.
Review customer usage metrics and identify opportunities to increase adoption.
Develop trusted customer relationships and serve as a resource for assigned accounts.
Support customers through organizational changes, implementation updates, and product enhancements.

Renewals & Growth Support (20%)

Prepare and deliver renewal proposals and contract amendments.
Partner with Finance to support invoice and renewal processing.
Identify expansion opportunities and communicate qualified leads to the Sales team.
Maintain account records and renewal tracking within ClientSuccess and Salesforce.
Support efforts to improve customer retention and satisfaction.

Training & Strategic Projects (10%)

Coordinate and deliver customer training sessions and webinars.
Support customer education initiatives and awareness campaigns.
Assist the Director of Client Success with strategic projects and process improvement initiatives.
Identify opportunities to improve operational efficiency and customer experience.
Participate in cross-functional projects supporting the Client Success & Implementation teams.

Requirements

Essential Qualifications

One to two years of experience in account management, project coordination, implementation, customer service or customer success.
Solid organizational and project management skills.
Strong written and verbal communication skills.
Ability to manage multiple projects and competing priorities simultaneously.
Customer-focused mindset with a passion for building relationships.
Strong attention to detail and follow-through.
Proficiency with Microsoft Office and collaboration tools.

Preferred Qualifications

Experience in healthcare technology, SaaS, or software implementation.
Working knowledge of SSO/SAML concepts (identity provider/service provider roles, metadata, certificates) sufficient to coordinate implementation and troubleshoot basic configuration issues with customer IT teams.
Experience managing onboarding or implementation projects.
Experience conducting customer training or presentations.
Experience working with ClientSuccess and Salesforce.

Physical Requirements

Regularly required to talk and hear.
Frequently required to use hands and fingers and reach with hands and arms.
Prolonged periods of sitting at a desk and working on a computer.
Able to travel as needed.

VisualDx is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, marital status, age, veteran status, disability, genetic information, or any other protected characteristic.

VisualDx will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities, as well as for sincerely held religious beliefs and practices, unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA or for a religious practice, please contact us at HR@visualdx.com.

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Customer Success & Implementation Specialist