Customer Success, Implementation Specialist

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VisualDx

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

📣 Marketing

Healthcare • Consulting • Marketing

VisualDx is a company that provides evidence-based clinical decision support tools aimed at enhancing patient care and optimizing dermatology referrals, reducing unnecessary hospital admissions, and combating health inequities. Their solutions cater to individual clinicians, hospitals, health systems, public health education programs, and life sciences. VisualDx is known for its innovative use of visualization to support clinicians and patients in critical areas such as dermatological and public health care. The company also offers various integration options, including EHR integrations, telemedicine toolkits, and APIs, while fostering partnerships to improve access to care and medical education.

📋 Description

• 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 • Coordinate 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 • Document activities in ClientSuccess and other internal systems • Coordinate customer follow-up communications and timely completion of implementation tasks • Monitor project progress and proactively identify risks, delays, or customer concerns • Partner with the Director of Implementation on project execution • Manage a portfolio of small to mid-sized customer accounts • Conduct onboarding meetings and training sessions • Schedule and lead recurring customer touchpoints • Perform account audits and recommend ways to improve utilization and engagement • Review usage metrics and identify opportunities to increase adoption • Develop trusted customer relationships and support assigned accounts • Support customers through organizational changes, implementation updates, and product enhancements • Prepare and deliver renewal proposals and contract amendments • Partner with Finance on invoice and renewal processing • Identify expansion opportunities and communicate qualified leads to Sales • Maintain account records and renewal tracking in ClientSuccess and Salesforce • Support customer retention and satisfaction initiatives • Coordinate and deliver customer training sessions and webinars • Support customer education initiatives and awareness campaigns • Assist with strategic projects and process improvement initiatives • Identify opportunities to improve operational efficiency and customer experience • Participate in cross-functional projects supporting Client Success and Implementation teams

🎯 Requirements

• 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 passion for building relationships • Strong attention to detail and follow-through • Proficiency with Microsoft Office and collaboration tools • Experience in healthcare technology, SaaS, or software implementation preferred • Working knowledge of SSO/SAML concepts, including identity provider/service provider roles, metadata, and certificates, sufficient to coordinate implementation and troubleshoot basic configuration issues with customer IT teams preferred • Experience managing onboarding or implementation projects preferred • Experience conducting customer training or presentations preferred • Experience working with ClientSuccess and Salesforce preferred • Able to travel as needed

🏖️ Benefits

• Fully remote work arrangement • Reasonable accommodations for known physical or mental limitations and sincerely held religious beliefs and practices, unless accommodation would impose undue hardship