Associate Implementation Specialist

HEALTHSTREAM INC•Nashville, TN

1d•Hybrid

About The Position

HealthStream is a leader in healthcare workforce solutions, providing learning, clinical development, credentialing, and scheduling applications on healthcare’s #1 platform. The company aims to streamline tasks, improve performance, engagement, and safety, fostering a workplace where people flourish and care thrives. HealthStream has been committed to enhancing healthcare quality by empowering care providers for over 30 years through innovative solutions and growth. The Associate Implementation Specialist will be responsible for onboarding new and existing customers to the HealthStream platform, application, or other learning/competency development products. This role involves applying basic project management methodology and a consultative approach to provide solutions for customer needs. The specialist will deploy products and assist customers with technical, operational, and training steps for a successful onboarding experience.

Requirements

2+ years of experience in customer onboarding, implementations, customer service, account management or a related role
Experience with managing projects and/or project management methodology
Experience with web-based software.
Experience troubleshooting web-based software on multiple platforms
Experience with Microsoft Word and Excel
Experience problem-solving issues related to web-based software and data files
Have a basic understanding of software implementation lifecycle
High school diploma required.
Project Management (certification not required)
Excellent verbal and written communication skills
Excellent customer service skills
Excellent critical thinking skills
Time management skills
Ability to read, analyze, and interpret basic Excel and tab-delimited data files
Ability to work independently and within a team dynamic
Ability to follow outlined policies and procedures
Ability to translate technical requirements into non-technical terminology

Nice To Haves

SAAS preferred.
Experience with Salesforce preferred
Experience guiding customers to best practices for implementing applications preferred
Experience forecasting and managing implementation schedules preferred
Bachelor’s degree preferred or equivalent years of experience.

Responsibilities

Adhering to all HealthStream security policies, procedures, and assigned training.
Implement new products, solutions, and applications, activate new content/products, and work with project managers regarding large scale projects as required.
Apply basic project management methodology as well as a consultative approach.
Assist customers with defining key personnel, best practices, training and deployment via thorough consultation of key system needs.
Serve as the first tier of escalation for customers during the onboarding process, to assist in resolving concerns, conflicts or challenges.
Maintain project artifacts and achieve department metrics throughout customer onboarding process.
Manage project scope and customer expectations throughout onboarding process.
Maintain weekly status report of all ongoing onboarding projects to team manager.
Create and maintain department documentation and assist with onboarding new products into department.
Work with database administrators to clearly define and document defects identified during onboarding process.
Meet or exceed the department’s customer satisfaction rating goal.
May be required to successfully complete a product certification exam or other competency as directed by the team leadership or company leadership