About Medallion:

Healthcare is going through an unprecedented transformation towards digital care. Medallion provides the critical administrative infrastructure to make that change possible. Our platform enables organizations to license their providers in new states, verify existing credentials, and get in-network with health plans. In just over two years, we’ve launched our platform, built an all-star team, powered hundreds of great companies, and served thousands of healthcare providers across the industry. To date, Medallion has saved over 250,000 administrative hours for our customers!

Founded in 2020, Medallion has raised $85M from world-class investors like Sequoia Capital, Google Ventures, Spark Capital, Optum Ventures, and Salesforce Ventures.

About the Role:

As an Implementation Specialist, you will own the customer experience and end-to-end process to onboard, train, and drive adoption of Medallion’s suite of products with top priority and strategic customers. Your mission is to set both customers and your coworkers up for long term success by ensuring the platform is set up accurately, all required data has been transferred to the system, client expectations are set appropriately, all users have been trained, and any issues or blockers have been appropriately escalated and resolved. You will manage several projects in parallel, including top priority enterprise accounts and spanning Medallions complete suite of services and products. You will serve as the main point of contact for your customers, project manage the end-to-end implementation process, lead platform trainings, and partner with Operations, Customer Success, Product, and Sales teams to ensure the setup is complete and accurate, with issues surfaced and resolved.

You strive to create an exceptional customer experience and are an expert at building strong, trusting relationships both internally and externally. You are organized, detail-oriented, and a strong communicator, able to both dig into the weeds to fully understand and resolve an issue as well as put together executive-level summaries. You thrive in complex, highly cross-functional roles and are an expert at pulling all the pieces together to achieve a shared goal. You have an eye for process improvement and will proactively gather, synthesize, and socialize insights from customers and coworkers to drive continuous improvements to the Medallion customer onboarding experience.

This role reports to the Senior Manager of Implementation and base compensation for this role may land between $95,000 - $125,000. In addition to base salary, Medallion offers equity and benefits as part of the total compensation package. Many factors are considered when determining pay including: market data, geographic location, skills, qualifications, experience, and level.

Responsibilities:

Project Management & Issue Resolution

Proactively project manage the implementation process end-to-end to achieve target timelines and goals, providing regular status updates and keeping project plan up to date
Partner with the appropriate internal and external teams to align on key milestones and workflows
Surface, escalate, and drive resolution on any potential issues or roadblocks that could impact success of the implementation and/or long term business relationship

Data Exchange & System Setup

Define data exchange requirements in collaboration with the customer and Product team
Ensure all required data is accurate and complete in the Medallion platform
Define customer workflows and configure system and settings accordingly

Customer Success

Set client up for long term success through product adoption, setting the right expectations, and delivering an amazing customer experience
Be a champion of our customers; identify opportunity areas and create tight feedback loops between our customers and internal teams
Drive new business growth through building advocacy and reference-ability within our customer base

Customer Training

Lead platform and operational training sessions with customer teams
Ensure customers understand how to use the system to achieve their goals and how to get support post-implementation

Process improvement

Proactively identify gaps in current implementation process
Drive development of processes and resources as needed to support implementation team’s goals of scalability while maintaining strong customer NPS

Skills & Qualifications:

5-7 years of experience in Implementation or equivalent customer-facing role leading complex projects with both internal and external stakeholders
Experience working with enterprise and/or complex organizations
Proven project management expertise, deploying multiple projects simultaneously, often with limited timelines and multiple stakeholders
Highly adaptable; you thrive in a fast-paced environment. Experience at a rapidly growing SaaS company and/or a startup is a plus
Experience with software implementation, end-user training, and/or change management
Excellent and clear communication, presentation, and facilitation skills
Excellent coordination, collaboration and organization skills with proven experience working with cross-functional teams and various levels and functions of an organization
Process-oriented, with experience building both internal and external tools, processes, and resources
Proven ability to quickly learn new technologies and products
Healthcare experience is a plus

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