Product Implementation Specialist

Job Description

Job Description

Company Description

The University of Maryland Medical System (UMMS) is an academic private health system, focused on delivering compassionate, high quality care and putting discovery and innovation into practice at the bedside. Partnering with the University of Maryland School of Medicine, University of Maryland School of Nursing and University of Maryland, Baltimore who educate the state’s future health care professionals, UMMS is an integrated network of care, delivering 25 percent of all hospital care in urban, suburban and rural communities across the state of Maryland. UMMS puts academic medicine within reach through primary and specialty care delivered at 11 hospitals, including the flagship University of Maryland Medical Center, the System’s anchor institution in downtown Baltimore, as well as through a network of University of Maryland Urgent Care centers and more than 150 other locations in 13 counties. For more information, visit www.umms.org.

Job Description

General Summary

The product implementation specialist will join a dynamic iHarbor team, working to promote and facilitate the adoption of its product portfolio within the University of Maryland Medical System (UMMS) and its affiliates as well as external clients and customers. This role will interface directly with customers to understand their needs; manage the implementation of developed products, solutions, and services for end users, follow procedures to set-up the product, and also train customers and clients on how to leverage it.

Principal Responsibilities and Tasks

• Understand the unique operational needs of each customer, promoting the products, and carrying out analytics on customer operations and performance after purchase.
• Collaborate with product managers and the marketing team to ensure that the product contributes to the success of the customer.
• Communicate technical requirements to the production department and ensure that product and process teams clearly understand the data and setup needs, as well as coordinate the required security and other audits.
• Independently handle customer implementations and accurately configure the product at the customer’s facility or at the point of purchase.
• Establish and maintaining strong associations with key customer contacts.
• Monitor customer operations, product experience, and operational outcomes and ensure that the product is working well on customer sites.
• Provide customer feedback to refine the vision and strategy, and educate inbound product managers and developers on detailed feature ideas to the product roadmap.
• Support the marketing department as a subject matter expert, providing them with case studies, customer videos, etc. to foster closing of sales deals as needed.
• Visit customers and perform a walk-through of the facility (as appropriate), and gather information that will aid in a successful implementation.
• Guide the customer team to perform the implementation at the customer’s facility
• Render onsite training to the customer during implementation.
• Provide after implementation call to the customer’s facility to review the project and identify any gaps that may exist.
• Serve as a resource to the sales team for online / onsite demonstrations of the product.
• Respond to customer submitted support requests as needed.
• Partake in product development meetings to comprehend new functionalities and provide report on customer feedback.
• Travel to customer facilities as necessary for implementations.

Qualifications

Education and Experience

Knowledge, Skills and Abilities

Additional Information

All your information will be kept confidential according to EEO guidelines.

Compensation

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