Implementations Specialist

Company Overview

At Athelas we're bringing simple, life-changing health care products to people around the globe.

The future of healthcare is at the home - we are a team of technologists building the next generation of medical products at the intersection of hardware and software. We won't stop until we've brought the world class tools of a hospital to your home.We develop hardware & software and diagnostics to improve the lives of chronic care patients (cancer, hypertension, schizophrenia, bipolar disorder).

In the US, 80% of healthcare spend occurs in 20% of patients. We aim to drastically reduce this cost through modern software, hardware, and preventative care services. Its core device (FDA Class 2 cleared) uses machine-learning trained on cell classification to allow chronic patients to monitor their white blood count at home. Its core software product is a platform to help doctors monitor vitals, trends, etc. of such patients, so that physicians and patients can stay aligned without direct interaction.

We've raised $132 million at a $1.5 billion valuation from top tier investors such as General Catalyst, Sequoia Capital, Y Combinator, and Initialized.

Position Overview

Our customer's success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to use it on a recurring basis. Our team of implementation managers will manage the handoff from Sales to Customer Success and helps ensure a smooth implementation of our product during the first two-four weeks of their partnership with us.

Responsibilities

• Manage the onboarding for a subset of new customers to ensure customers receive a highly organized program with detailed goals, timelines, and processes.
• Serve as the primary point of contact for customers during the onboarding and implementation phase of the customer lifecycle.
• Work directly with customers to set appropriate expectations, address customer goals, determine target dates, manage customer tasks, and provide regular project updates during the onboarding phase of the customer lifecycle.
• Collaborate with the customer success team, billing team, and sales team to create a streamlined and cohesive approach that allows customers to get successfully implemented and trained.
• Provide best practices and mentorship to customers on how best to implement our suite of products and solutions to their own customers, and lead conversations to overcome challenges the customer may be facing.
• Lead multiple strategy calls including their first QBR during the handoff to Customer Success.
• Ensure appropriate handoff of new accounts to the Customer Success Manager after onboarding/implementation is complete.
• Serve as the primary owner of Customer Journey tasks in Salesforce. Document all steps and touch points as appropriate.
• Perform a wide variety of professional tasks, which demand a high level of creativity and focus, as well as a thorough knowledge of the applicable needs and expectations of employees/customers.

Required Experience/Skills:

• 1 - 3 Years of customer success, implementations, and/or project management, ideally in a SaaS environment.
• Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes.
• Highly collaborative, organized, and execution-oriented with strong presentation skills.
• Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work.
• Excellent problem-solving skills and ability to be flexible to project situations.
• Experience developing, installing, training, and/or supporting B2B solutions.
• Highly familiar with Salesforce CRM.
• Able to be successful in a fast-paced environment that rewards hard work and self motivation.
• Superior relationship and communication skills (both verbal and written).
• Experience with Word and Excel.
• Experience in the Healthcare industry is preferred.

Base Salary Range: $65k - $75k