Implementation Lead

Tellescope

5d • $75,000 - $100,000 • Remote

About The Position

You will be Tellescope’s 10th employee, our Implementation Lead #4. You will report to our Co-Founder and COO, Derek. We have built our entire product in-house and have developed a structured onboarding process that we utilize with customers.
This role is for you if you’re a people-person, who enjoys working with customers directly and you’re excited to manage the end-to-end process with customers from onboarding, launch, and post-launch support.
For some customers, their Tellescope configuration is very specific to their business, and for others, it is more of a templated configuration. With our business rapidly scaling our templated offering, this role would initially be focused on helping customers set up our templated configuration, with the intent of eventually expanding to also support customized product implementations.
As a company, we’re looking for someone who prioritizes being kind to others, building meaningful customer relationships, and writing high-quality code. Each Tellescope team member has the ability to make a significant positive impact on our customers and their patient's lives.
We are a remote-first company so you should expect this role to be 100% remote.

Requirements

• Bachelor's degree in business, information technology, or a related field.
• Preference for 3-5+ Years working in business-to-business software or Digital Healthcare or other relevant work experience
• Experience working at an early-stage startup or organization that utilizes SCRUM or Agile
• Knowledge or experience working with EHRs, CRM, Practice Management, or other Digital Health infrastructure tools
• Excellent at problem-solving and prioritizing competing tasks
• Independent and can take ownership of business-critical tasks
• Experience complying with HIPAA-compliance requirements
• Based in the U.S.. Work remotely with the possibility of some hybrid work if located in either the New York City or Fort Lauderdale-Miami metropolitan area.

Nice To Haves

• Experience with software development, QA testing, or reproducing bugs
• Experience using AI tools, Claude preferred
• Experience using ZenDesk or other support ticket tools
• Loves dealing with customers, answering questions, teaching, and explaining! Be friendly, caring, and supportive.
• Familiarity with HealthTech space

Responsibilities

• Become an expert of the Tellescope product to help customers optimize their product configuration and set them up for success
• Take ownership of the entire customer life cycle from implementation, to go-live, and ongoing customer success.
• Lead onboarding calls with new clients to help them set up and configure their accounts
• Act as a point of contact for customer support questions
• Respond to customer support inquiries through our ticketing system or on a video call with customers
• Configure and set up customer accounts with the appropriate materials
• Train customers on how they can setup and manage their account
• Collaborate with our Chief of Staff and other Implementation Leads who have helped us maintain our SLA and scale Customer Success efforts as we’ve rapidly scaled
• Screen and prioritize customer inquiries and requests before escalating to founders, playing a key role in shaping Tellescope's product roadmap
• Record tutorials and document how to use product features for product support documentation
• Provide customer support by accessing customer accounts or corresponding with clients to resolve their issues. Ensuring that proper steps are taken for ePHI privacy and security.
• Follow Tellescope security, privacy, and compliance standards such as HIPAA and SOC2 when assisting customers

Benefits

• Employees will be given unlimited paid time off. All we ask is that you give us a heads-up ahead of time about when you’d like to take off.
• 100% contribution to a low-cost Gold health plan.
• Up to 3% 401k match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level