Job description
At Kipu Health, we’re passionate about creating better paths to better patient care. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. While our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients’ entire care journey, it’s through our people that we truly make a difference.
Job Description
We are seeking an energetic and motivated person to lead our clients through their onboarding with Kipu and the implementation of our EMR solution. The Implementation Specialist supports end users to ensure they are fully adopting and integrating products into their institutions and managing a smooth transition to our Client Success team for continued service and use. This is an exciting opportunity for an individual looking for a fast-paced environment where experience will be drawn upon to effectively assist in completing customer implementations in a timely manner.
Your Responsibilities
- As an Implementation Specialist, you will take on projects of increased complexity and participate in leveling-up more junior teammates as well as contribute to process improvements within the team
- Work closely with new customers to implement Kipu, including configuration, data workflow, training new users, go-live support, and best practices optimization.
- Work with customer service tools such as Jira, Salesforce, Zendesk, Confluence, Financial Force PSA, etc.
- Initial escalation to support for system issues (bugs) identified during implementation.
- Maintains system protocols by writing and updating procedures. Provide reference material for end-users by writing and maintaining documentation; providing support; and training to all users.
- Ability to set the proper expectations and resolve conflicts with clients throughout the setup.
- Proactive approach in identifying and solving potential issues to keep projects on track.
- Coordinate with CSMs on client issues and follow through until the issues are resolved.
- Provide customer guidance, recommendations, and solutions throughout the entire implementation process. Share industry knowledge, proven process flows, and best practices to assist them in meeting their business needs.
- Leverage effective troubleshooting techniques (call-based and written form) to support clients during implementation.
- Operate cross-functionally throughout the organization, communicating customer needs and project objectives to multiple parties to ensure a successful implementation
- As an Implementation Specialist, you will need to be highly skilled in your ability to manage your own calendar and professional in your ability to facilitate client relationships.
- Maintain a deep and current understanding for all of Kipu's products and solutions.
- Communicate and give feedback to the wider business (including sales, product, client success, and support teams) throughout the implementation cycle.
Your Qualifications
- Minimum of 2 years of experience in a customer-facing role implementing an EMR or at least 3 years implementing other SaaS-based software products.
- Demonstrated previous experience providing software training to end users.
- Experience using CRM / Customer engagement tools such as Jira, Salesforce, Zendesk, Confluence, Financial Force PSA, etc.
- Prioritize work and manage time effectively; thrive in a fast-paced, often evolving environment.
- Strong and polished communication skills, including writing, the ability to present trainings, and comfort in leading client meetings.
- Ability to work as part of a team to deliver in tight timeframes.
- High aptitude for technology. Excel in understanding and utilizing new software systems.
- Able to follow multiple simultaneous project timelines and problem-solve when implementation deviates from the plan. Experience using project management software.
- Behavioral health, mental health, or addiction treatment industry experience desired.
- Thrive in a culture that values mentorship and growth of all team members.
- Independent self-starter with the initiative to learn who is equally comfortable in a team environment.
- Adaptable to an ever-expanding dynamic team environment.
- Travel required up to 25%
Benefits & Compensation
- Highly competitive salary based on your local market’s compensation data.
- Unlimited paid time off.
- 11 Paid Holidays.
- Health, Dental, Vision, Disability, and Life Insurance.
- Parental Leave.
- Pet Insurance.
- 401(K) with Company Match.
- Employee Career Path Program.
Mission
Kipu’s mission is to empower caregivers and patients
on every step of the recovery journey. By
expanding Kipu’s ecosystem of innovative applications and services, Kipu helps treatment centers achieve the
best outcomes across all levels of care, improving the
individual, community, and public health.
Kipu values and celebrates diversity and is committed to creating an inclusive environment for all employees. We believe creating teams made up of individuals with various backgrounds, experiences, and perspectives inspires innovation, collaboration, and challenges us to produce better solutions.
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