Associate Implementation Specialist

Description

POSITION SUMMARY

The Associate Implementation Specialist will be responsible for onboarding new and existing customers to the HealthStream platform, application or other learning/competency development products, as assigned. This individual will be responsible for all phases of the onboarding process through application of basic project management methodology as well as utilizing a consultative approach to providing the best solutions for HealthStream customer needs. The Associate Implementation Specialist will be responsible for the deployment of the product and assisting customers with all technical, operational, and training steps necessary for a successful onboarding experience.

ESSENTIAL DUTIES OR RESPONSIBILITIES – (The below listed duties are not all inclusive. This position must also perform other duties as assigned.):

• Implement new products, solutions, and applications, activate new content/products, and work with project managers regarding large scale projects as required. Apply basic project management methodology as well as a consultative approach.
• Assist customers with defining key personnel, best practices, training and deployment via thorough consultation of key system needs.
• Serve as the first tier of escalation for customers during the onboarding process, to assist in resolving concerns, conflicts or challenges.
• Maintain project artifacts and achieve department metrics throughout customer onboarding process.
• Manage project scope and customer expectations throughout onboarding process.
• Maintain weekly status report of all ongoing onboarding projects to team manager.
• Create and maintain department documentation and assist with onboarding new products into department.
• Work with database administrators to clearly define and document defects identified during onboarding process.
• Meet or exceed the department’s customer satisfaction rating goal.
• May be required to successfully complete a product certification exam or other competency as directed by the team leadership or company leadership

Qualifications

JOB SPECIFICATIONS: (What specialized, technical, or practical knowledge, skills, experience or abilities are needed to perform the job.  (Include degrees, certificates, licenses, or other bona fide job qualifications.)

KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• 2+ years of experience in customer onboarding, implementations, customer service, account management or a related role
• Experience with managing projects and/or project management methodology
• Experience with web-based software. SAAS preferred.
• Experience troubleshooting web-based software on multiple platforms
• Experience with Microsoft Word and Excel
• Experience with Salesforce preferred
• Experience guiding customers to best practices for implementing applications preferred
• Experience forecasting and managing implementation schedules preferred
• Experience problem-solving issues related to web-based software and data files
• Have a basic understanding of software implementation lifecycle
• High school diploma required. Bachelor’s degree preferred or equivalent years of experience.

SKILLS REQUIRED (manual, verbal or mental manipulation of data or things): 

• Project Management (certification not required)
• Excellent verbal and written communication skills
• Excellent customer service skills
• Excellent critical thinking skills
• Time management skills
• Ability to read, analyze, and interpret basic Excel and tab-delimited data files

ABILITIES REQUIRED (work characteristics, behaviors, leadership abilities, etc.):

• Ability to work independently and within a team dynamic
• Ability to follow outlined policies and procedures
• Ability to translate technical requirements into non-technical terminology