Implementation Consultant, Integrations

About the position We are seeking individuals who are platform experts, self starters, organized, and eager to help carry out the Professional Services mission of enabling our healthcare customers to maximize the value of QGenda! Individuals that have a thirst for knowledge, a natural curiosity to learn, and a desire to help customers solve their business objectives with technology. As a critical member of Professional Services, you will serve as a trusted technical advisor that helps to implement customer integrations, ensure adoption through effective customer go-live experiences, and drive impactful project team collaboration. You will partner with other teams throughout the Customer Experience organization in order to drive successful projects that bring value to our customers. As an Implementation Consultant on the Integration Implementation team, you will be the technical advisor throughout a customer’s onboarding. You will leverage your QGenda expertise to ensure our customers adopt and utilize QGenda to its fullest potential. You will work closely with Solution Architects, Project Coordinators, Project Managers, as well as every other team within QGenda, from Sales and Product Development, to Customer Success and QGenda Support.

Responsibilities

• Seek to understand the business goals and objectives of customers
• Collaborate with subject matter experts and experienced colleagues on various technical teams (Solution Architects, Implementation Consultants, Technical Account Managers, etc) to consult customers on best integration practices
• Maintain task plans and timelines in workflow management system and customer success platform
• Work with new and existing customers to implement integrations between QGenda and the customer’s other relevant products by setting proper expectations, clearly defining project scope, holding project stakeholders accountable, and driving on time completion of project deliverables
• Collect customer requirements for QGenda integration implementations for medium and low profile customers
• Configure integration per customer requirements and integration guidelines
• Collaborate with the customer and third party software team to validate that the integration is functioning correctly by ensuring all test cases pass
• Document customer integration requirements and configuration design in an easily digestible format
• Escalate to management when customer’s success criteria are in jeopardy and when customers are dissatisfied with progress and movement of the integration implementation process
• Quickly troubleshoot integration related issues and identify defects in the integration business logic
• Triage defects identified in integration business logic and escalate with appropriate urgency to the product liaison team
• Adhere to existing best practices during integration implementation process
• Periodically serve as the escalation point for urgent customer integration issues outside of business hours
• Other duties as assigned by management

Requirements

• Advanced level proficiency on technical integration “theory”: sync methodologies, connectivity options, and business logic
• Communicate technical information effectively to both technical and non-technical audiences
• Proactively identify project risks, develop risk mitigation strategies, and implement risk mitigation strategies
• Manage a project, work to deadlines, and prioritize between competing demands
• Demonstrate personal drive to complete assigned action items and self-assign work as needed
• Demonstrate detail-oriented and organized skill set
• Experience utilizing Salesforce, or similar CRM software
• Proficiency in Google GSuite Products (Documents, Sheets, Slides)
• Ability to work in a team environment
• Excellent verbal, written and interpersonal communication skills
• Minimum - 3 years experience at QGenda or a related field/function

Nice-to-haves

• Engineering or other technical degree
• SaaS/Software technical configuration and implementation experience
• Experience/exposure to the healthcare market and IT ecosystem

Benefits

• Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
• Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
• Paid parental leave for birth, adoption or permanent placement
• 401(k) with company match
• Options to work in a hybrid-working model or remotely from home, depending on the position
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

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