DrChrono - Implementation Team Lead (Remote US)

Do you have a deep passion for technology and healthcare? Do you have a passion for coaching team members through challenging situations? Do you feel inspired by assessing someone’s needs and coming up with the perfect plan to address them? If yes, this is the job for you.In this implementation role, you will support the team in providing a well-structured and effective implementation experience that results in customers feeling pride and confidence in using our product.Responsibilities• Be a servant leader to a team of 3 to 8 implementation professionals- this will entail coaching (growth and remedial), advocating for professional advancement, providing the team with additional support when dealing with difficult situations and escalations, and ensuring the team has all of the tools needed to be successful.• Assist new medical practices with navigating DrChrono’s implementation process• Deliver and/or coordinate training for involved client stakeholders• Assume role as Implementation point of contact for up to 10 customers that require a high level of service• Serve as a primary escalation point for team members dealing with difficult customer situations and requests to speak with management.• Provide consultancy to new customers on best practices in using DrChrono in their organization• Identify areas of improvement and take ownership of bringing them to a close• Uphold the team’s high customer satisfaction score through coaching and customer outreach to ensure all needs are met• Regularly present to department and company leadership on team performance and the status of ongoing projects and programsBasic Qualifications• Extensive Customer Success, Account Management or Implementation experience on a SaaS platform• Experience mentoring or coaching other teammates• A strong passion for delivering a high-quality customer experience• Experience handling dissatisfied customers and turning the relationship aroundOther Qualifications• Bachelors’ degree in Business, Healthcare, Management or similar field• SaaS customer onboarding experience• Excellent verbal and written communication skills• Strong technical skills. You can describe yourself as tech-savvy, cutting edge, or even your coworker’s in-house tech support.• Impeccable time management skills• Strong bedside-like manner; can patiently support others through a first-time experience• Great investigative skills (resourcefulness and persistence are key to success!)• An area in your home dedicated to a workspace, free of background noise and distractionsEverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!