About the Position:VideaHealth is looking for an implementation manager. You are the go-to person who will deploy solutions with our customers and support them throughout their AI journey. You will work closely with the customer success and development teams to ensure Videa products are delivering their full potential to customers. To succeed in this role, you must be a great communicator, a fast learner, and you thrive in a fast-paced environment. If this sounds like you then we’d like to meet you!
Key Responsibilities:
- Facilitate technical discovery for prospects and clients to ensure VideaAI is deployable and identify the best customer configuration
- Liaise with Sales and Customer Success to provide superior service to customers
- Create project plans and technical documentation for each client’s installation
- Provide customers with VideaAI implementation support, technical application support, and configuration validation
- Provide customers and sales team technical support and training for product installation, operation, and troubleshooting via Zoom, phone, e-mail and on-site to sales team, distributors, and customers
- Ensure that feedback of service issues reaches the appropriate personnel for effective problem resolution
- Maintain technical familiarity with all VideaHealth products by partnering with Product and Engineering for technical release notes and go to market planning
- Write and modify customer procedures for product technical support as requested
- Provide tier 1 support to customer inquiries, issues or questions
- Liaise with Engineering and Product to ensure all reported client bugs or installation related issues are resolved
- Stay up to date with new dental technology, including dental patient management software and imaging software solutions
Requirements
- 5+ year’s experience managing enterprise customers working closely with IT
- Start-up experience and understanding the unique experience and expectations it entails
- Previous implementation experience of SaaS healthcare software is required for this role. B2B SAAS delivery experience preferred.
- Adept at managing multiple stakeholders internally and externally with differing seniority
- Highly organized, detail oriented, able to multitask, and easily adapts and responds to change
- Strong communication skills. Ability to simplify and convey complex information in a confident and articulate manner while effectively communicating across various audiences
- Comfortable conducting client facing meetings and presenting virtually or in-person
- Demonstrated ability to work successfully on cross-functional teams and solve problems quickly and creatively in a highly collaborative environment
- Experience managing a range of priorities and multiple projects, focusing on what is critical
- Comfortable with ambiguity: experience adapting in rapidly changing environments and contributing to an evolving customer journey
- For this role, a preference is for individuals with a Dental, DSO, healthcare industry or digital healthcare background including dental practice management system and dental imaging software experience
- Demonstrated experience in troubleshooting technical issues
- Experience with analysis of large and complex application logs
- Familiarity with Powershell scripting
- Working knowledge of SQL
- Understanding of APIs, network protocols, and SSO methodologies
