Associate Implementation Specialist

HEALTHSTREAM INC•Nashville, TN

4d•$49,756 - $61,000•Remote

About The Position

The Associate Implementation Specialist onboards new and existing customers to the HealthStream platform, applications, and other learning or competency-development products. The role supports every phase of onboarding, applying basic project management methodology and a consultative approach to identify solutions that meet customer needs. The specialist supports product deployment and assists customers with the technical, operational, and training steps required for a successful onboarding experience.

Requirements

At least 2 years of experience in customer onboarding, implementations, customer service, account management, or a related role.
Experience managing projects and/or using project management methodology.
Experience with web-based software; SaaS experience preferred.
Experience troubleshooting web-based software on multiple platforms.
Experience with Microsoft Word and Excel.
High school diploma required.
Project management knowledge; certification is 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.
Ability to follow outlined policies and procedures.
Ability to translate technical requirements into non-technical terminology.

Nice To Haves

Bachelor's degree or equivalent years of experience.
Experience with Salesforce.
Experience guiding customers on best practices for implementing applications.
Experience forecasting and managing implementation schedules.
Experience problem-solving issues related to web-based software and data files.
Basic understanding of the software implementation lifecycle.

Responsibilities

Adhere to HealthStream security policies, procedures, and assigned training.
Implement new products, solutions, and applications; activate new content and products; and work with project managers on large-scale projects as required.
Apply basic project management methodology and a consultative approach.
Consult with customers to define key personnel, best practices, training, deployment, and key system needs.
Serve as the first tier of escalation for customers during onboarding and help resolve concerns, conflicts, or challenges.
Maintain project artifacts and achieve department metrics throughout customer onboarding.
Manage project scope and customer expectations during onboarding.
Provide the team manager with weekly status reports on ongoing onboarding projects.
Create and maintain department documentation and assist with onboarding new products into the department.
Work with database administrators to define and document defects identified during onboarding.
Meet or exceed the department's customer satisfaction rating goal.
Successfully complete a product certification exam or other competency if directed by team or company leadership.