Customer Implementation Specialist

Role Description

As a CIS (Customer Implementation Specialist) at Simple Interact, you'll be a trusted partner to our customers, guiding them through every stage of their journey, from initial setup and customization to implementing ongoing service engagements. Your mission is to build strong relationships, understand customer business needs in order to identify, design, implement, and test elegant solutions, and ensure customers get maximum value from our software platform.

About Simple Interact

Simple Interact is a leading front office automation company that helps healthcare facilities across the United States run more efficiently and profitably by boosting staff productivity, reducing provider burnout, and elevating the patient experience. Our Software-as-a-Service (SaaS) platform includes services such as patient forms, patient engagement, 2-way texting, patient feedback, and patient scheduling.

Our People Philosophy

We believe every human being has tremendous innate talent waiting to be tapped. At Simple Interact, we take pride in providing team members with opportunities to shine. We work to better understand each individual’s strengths and place them in roles where they can do their best work. When the right people are in the right seats, we become a formidable force driving positive change in the healthcare industry.

If you're a self-motivated individual who’s eager to learn, unafraid of responsibility, grounded in cognitive empathy, committed to fostering a drama-free environment, and naturally inclined to do the right thing, you'll thrive in the work culture at Simple Interact.

Why you'll love working with us

• 100% remote work with occasional in-person team and customer meetings
• Opportunity to take design projects from problem identification to production in a matter of days
• Direct access to customers and users in order to conduct research
• Ability to apply your knowledge of human limitations and abilities to design elegant solutions that effectively address real-world customer business needs
• Experience working with modern cloud-based systems
• Direct access to Simple Interact's leadership, where your contributions are valued and visible
• Opportunity to make a positive impact in the healthcare industry, improving patient and staff experience

What we are looking for in a person before they start working with us

• Experience applying best practices for web-based interaction design to ensure high usability
• Professional communication skills using video chat, email, and phone
• A strong desire to become a product expert on the Simple Interact platform and the ability to explain its functionality simply and accurately to customers
• Ability to quickly learn existing processes and identify ways to improve them
• Ability to creatively find resourceful solutions to complex problems
• Excellent project management and customer expectation management skills with the desire to steer customers towards simple, well-researched, accurate solutions
• Experienced in conducting UX research, including interviews, usability tests, and ethnographic research, with the ability to map user journeys based on findings

What we would like to see within the first month

• Develop a thorough understanding of Simple Interacts product and services, system navigation and configuration, and approach to customer go-lives
• Know how to find service tickets, knowledge base articles, and implementation procedures
• Independently complete service engagements by handling implementation tasks such as edits to forms, checklists, and message templates
• Contribute meaningfully on internal team calls

What we would like to see within the first quarter

• Ensure high-quality work by following established processes, documenting designs, considering happy/unhappy user journeys, and thorough testing
• Take full ownership of the implementation needs (setup, training, go-live, effort estimation, ongoing customization) for all assigned customers
• Demonstrate strong interview skills to elicit customer needs
• Demonstrate the ability to create innovative solutions when appropriate
• Assist CSA (customer success advocate) colleagues by researching and resolving customer support requests that require deeper implementation knowledge
• Effectively coordinate with the product team to clarify unknowns in their own knowledge and resolve advanced technical problems
• Demonstrate the drive to continuously refine our implementation-related processes and documentation

How to apply

Ready to make a difference in healthcare? We'd love to hear from you. Submit your resume, cover letter, and portfolio on our LinkedIn job listing or send them to careers@simpleinteract.com. In your cover letter, tell us why you are a great fit for this role and how your experience will help our customers succeed.