Product Implementation Specialist

Surescripts

1d • Hybrid

About The Position

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. They deliver insights at critical points of care for better decisions — from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers. The Product Implementation Specialist is responsible for supporting successful implementation and onboarding of Surescripts solutions. This role involves empowering customers to utilize self-service tools through proactive engagement, data-driven insights, and scalable implementation strategies, blending technical enablement with customer outreach and internal coordination to ensure clients are fully activated and configured to utilize products effectively.

Requirements

• Bachelor’s degree or equivalent experience
• 2+ years in implementation, customer success, or technical support
• Experience analyzing customer data and driving engagement strategies
• Strong communication and project coordination skills

Nice To Haves

• Experience in healthcare technology or SaaS environments
• Familiarity with messaging standards (e.g., HL7, X12, XML, FHIR)
• Background in marketing or customer outreach
• Experience with self-service platforms or automation tools
• Proficiency in Salesforce and Excel

Responsibilities

• Guide existing and new customers end-to-end through the implementation process with the use of documentation and certification tools
• Analyze customers’ testing activity to identify stalled or underutilized implementations
• Execute targeted outreach campaigns (e.g., email, webinars, in-app messaging) to re-engage customers and drive completion of implementation
• Participate in release planning and readiness meetings to ensure self-service clients are prepared for changes
• Support the intake and onboarding process for self-service clients, ensuring smooth testing, configuration and activation
• Manage the shared implementation support mailbox
• Ensure all customer requests receive a first response within 24 hours
• Maintain proper SLAs for all customer cases
• Partner with Product, Engineering, and Support to escalate issues and share customer insights
• Maintain and improve self-service enablement tools, including documentation, videos, certification testing, and configuration
• Serve as a subject matter expert on product workflows and release readiness for the self-service tier
• Monitor customer journey dashboards and flag accounts needing intervention
• Generate reports on implementation trends, upgrade readiness, and support needs by product and market segment
• Use Salesforce and other tools to extract and interpret customer data
• Provide feedback on product usability and documentation based on customer interactions

Benefits

• comprehensive healthcare (including infertility coverage)
• generous paid time off including paid childbirth and parental leave and mental health days
• pet insurance
• 401(k) with company match and immediate vesting
• opportunities for employee development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees