Product Implementation Specialist

Product Implementation Specialist

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions - from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.

Job Summary: The Product Implementation Specialist is responsible for supporting successful implementation and onboarding of Surescripts solutions. They will be responsible for empowering customers to utilize our self-service tools through proactive engagement, data-driven insights, and scalable implementation strategies. This role blends technical enablement with customer outreach and internal coordination to ensure clients are fully activated and configured to utilize our products effectively.

Responsibilities:

• Customer Engagement & Activation: 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.

• Implementation Support: 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.

• Implementation Data Analysis & Reporting: 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.

Qualifications:

• Basic 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
• Preferred Qualifications: 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