Pluto Health, Inc. Implementation Associate Durham, NC · Full time

The Implementation Specialist is a client-facing role primarily responsible for onboarding Pluto customers onto the platform and driving adoption and usage. The Specialist engages directly with customers after they have purchased the Pluto platform, primarily by coordinating onboarding activities and answering implementation and post-implementation support calls. The Specialist is an expert on the platform and is familiar with all sorts of potential customer use cases, which allows them to consult, advocate and make recommendations for product usage. Along with consulting, the person trains users and follows up with the Customer to ensure adoption of the solution. For enterprise customers, the Specialist may be called on to create and manage more complex onboarding projects. The Implementation Specialist only engages with customers during scoped, episodic engagements.

Description

About Pluto Health, Inc.

Pluto Health, Inc. is a startup focusing on bridging siloed medical data and creating curated insights for patients, their care ecosystem, and research. Our platform is currently focused on delivering a unified resource for patients to access their sensitive health information -- from medical records to insurance--quickly and securely


Our Why: We believe in empowering patients and personalizing their care


Our Mission: We strive to bridge siloed data in a secure, transparent, and streamlined way for patients, their providers, and caregivers so they can get comprehensive and personalized insights on their health.


Operating Ethos: We are one of the few companies linking siloed data across health sectors and bridging care. We are committed to patient privacy, promising to never monetize and share patient data without not only their consent but also transparency in who data is shared with. We aim to give patients full control of their data.


Job Description

This role is with a fast-moving and quickly growing healthcare technology company. Pluto is receiving significant attention and interest across the healthcare industry as a technology solution for multiple stakeholder segments. We are growing our team in order to accommodate our rapid commercialization, and are excited to bring on an individual in the customer-facing role of Implementation Specialist. This is an opportunity to start on the ground floor with one of the fastest-growing healthtech companies and to help shape its long-term success. You will be joining a people-focused organization, and will be a key member of our customer-first approach.


About the Role:

The Implementation Specialist is a client-facing role primarily responsible for onboarding Pluto customers onto the platform and driving adoption and usage. The Specialist engages directly with customers after they have purchased the Pluto platform, primarily by coordinating onboarding activities and answering implementation and post-implementation support calls. The Specialist is an expert on the platform and is familiar with all sorts of potential customer use cases, which allows them to consult, advocate and make recommendations for product usage. Along with consulting, the person trains users and follows up with the Customer to ensure adoption of the solution. For enterprise customers, the Specialist may be called on to create and manage more complex onboarding projects. The Implementation Specialist only engages with customers during scoped, episodic engagements.

Primary Responsibilities:


  • Assist customers through the enrollment process by completing tasks such as answering customer questions/concerns via the support phone line, email, or chat.
  • Excellent ability to understand the software, to grasp potential problems as described by the customer, and trouble-shoot technical questions with the customer in real time.
  • Provide one-on-one training to customers to assist with set-up and platform usage, such as patient enrollment in the Pluto portal.
  • Help create new training webinars and training materials to assist with new customer implementations, as needed.
  • Update processes based on changes created within the platform by tech teams.
  • Recognize, document and communicate (to tech and leadership teams) issues or concerns uncovered during the implementation process in order to improve product and prevent future problems from reoccurring.
  • Manage at least 5 concurrent client engagements or accounts at a time (in other words, manage day in and day out for any questions, issues, and handle various client needs).
  • Drive adoption of Pluto solutions -- effective usage of Pluto within 2 weeks of sale.
  • Assist sales department as needed by helping define solutions and provide perspective on "selling" the Pluto onboarding process.
  • Single handedly consult, configure and train customers on all aspects of the platform.


Qualifications


  • Associate Degree in related field (Bachelors preferred).
  • 3 years of experience in product service or implementation.
  • Excellent client-facing/customer relations.
  • Experience in providing top-of-the-line client support and building excellent client relationships is required.
  • Understanding of how to use CRM and project management tools, such as salesforce, zendesk, jira, and trello are preferred.

What You Get

  • Join one of the fastest-growing, venture-backed health tech companies
  • Work alongside a world-class team
  • Shape how leading health systems and plans think about their patient outreach and engagement strategies
  • Be part of the solution: improve the way care is delivered for millions of patients
  • Gain deep expertise about healthcare transformation and direct customer exposure with the country‚Äôs most innovative health systems and payers
  • Competitive salary and equity compensation with benefits including health, dental, and vision coverage, flexible work hours, paid maternity/paternity leave, bi-annual retreats, personal Macbook, and a 401(k) plan