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Senior Client Onboarding Manager

As the Senior Client Onboarding Manager, you will be responsible for onboarding and training new Feedtrail customers. Working closely with our Sales, Customer Success, and Integration teams, to provide our customers with a successful onboarding experience of the Feedtrail product. The Senior Client Onboarding Manager will work with our enterprise clients to understand their product and technical needs.

DUTIES & ESSENTIAL JOB FUNCTIONS

  • Communicate with customers to understand their current workflow and expectations, define project scope and requirements (i.e., business analysis).
  • Communicate to customers through weekly project status calls and through continuous verbal/email communication the status of the project and next steps.
  • Coordinate and perform implementations for the Feedtrail Platform
  • Effectively respond to changing project and client needs while balancing multiple inflight projects
  • Effectively communicate project needs between stakeholders
  • Drive execution with customers and other stakeholders to complete projects
  • Coordinate and engage key stakeholders and subject matter experts throughout the project lifecycle for planning and issue resolution
  • Understand technical details and needs to drive successful projects and implementations
  • Understand the goals & objectives of new customers and translate those needs appropriately through the implementation and onboarding process.
  • Work closely with clients and internal departments to integrate the Feedtrail product within the EHR.
  • Train customers on the Feedtrail product.
  • Track and hit key implementation milestones.
  • Identify and mitigate risks to the onboarding of new customers.
  • Work alongside Sales and Customer Success to ensure successful onboarding.
  • Implement additional items or products for the customer as needed.
  • Assist the Customer Success Manager to identify opportunities to drive product adoption and desired outcomes.

COMPETENCIES

Detail Orientation: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Client Service:Demonstrates strong commitment to meeting the needs of both internal and external customers striving to ensure their full satisfaction.

Organization:Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities with an appropriate sense of what is most important and plans with an appropriate and realistic sense of the time demand involved.

Communication: Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the company; encourages open expression of ideas and opinions.

Decision Making: Makes decisions authoritatively and wisely, after adequately contemplating various available courses of action. Refrains from “jumping to conclusions” based on no, or minimal, evidence; takes time to collect facts before decision-making.

QUALIFICATIONS

  • 10+ years of strong project management and customer onboarding experience in the information technology and healthcare sector
  • Strong knowledge of EHRs and data integrations like HL7, API, sFTP
  • Ability to work within a team to meet established project goals
  • Excellent verbal and written communication skills
  • Strong sense of professionalism and personal accountability
  • Attention to detail and a high work ethic
  • Proven ability to manage multiple projects and priorities
  • Strong analytical skills to be used when determining client workflow, facilitating logic-based software discussions and troubleshooting implementation issues

To apply send your cover letter and resume to hr@feedtrail.com.

Business Office Manager

Feedtrail is looking for a talented and experienced Business Office Manager to join our energetic team to build strong standard operating processes across our team. This candidate will be able to work with all employees, support multiple leaders and must have strong organizational skills to establish consistent and efficient business operating processes.

This person will primarily be responsible for coordinating with the Accounting and Human Resources functions in a small startup environment. Therefore, they will handle issues such as new hire orientation, benefits administration, data room maintenance, contract management and general administrative duties as outlined below.

Job Responsibilities:

  • Oversee the general office operation
  • Coordinating CEO appointments and meetings and assist with managing leadership and Board meetings
  • Responsible for opening letters, notices and mail and distribution appropriately
  • Oversees the facilities support, including ordering supplies, water, snacks as needed and coordinates with landlord as needed on repairs
  • Partners with employees and management to support various human resources functions.
  • Data Entry included but not limited to inputting new employee records, updating address changes, processing terminations, initiating transfers, and other changes requested by management
  • Responds to requests for employment verifications and processing background checks and I-9 verifications
  • Performs reporting analysis to audit data and check for accuracy
  • Partners with HR and Accounting on various projects, including setting up new hire files, collecting new hire paperwork and verifying authorization of work
  • Maximizes office productivity through proficient use of appropriate software applications
  • Participates in the preparation of various financial statements and reports
  • Negotiates the purchase of office supplies and furniture, office equipment, etc., for the entire staff in accordance with company purchasing policies and budgetary restrictions
  • Negotiates the purchase of office supplies and furniture, office equipment, etc., for the entire staff in accordance with company purchasing policies and budgetary restrictions
  • Coordinates the company’s insurance programs, including employee benefits, workers compensation and personal liability insurance
  • Works on additional projects as assigned

Qualifications:

  • Associate degree in Administration/Accounting or related field and 5+ years’ experience preferred
  • High School diploma and 5+ years of equivalent experience required/span>
  • 5+ years coordinating Office Administration and Accounting function in an entrepreneurial environment
  • Proven experience and knowledge in HR, Accounting, data and administrative management practices and procedures
  • Advanced Microsoft computer skills and knowledge of office software packages, including QuickBooks

Interested candidates should apply with their resume to hr@feedtrail.com.

Director of Software Engineering

Feedtrail is looking for a talented Director of Software Engineering to join our energetic, entrepreneurial team to lead the development of our SaaS platform. This candidate will be able to work with internal departments and senior management to deliver a robust and scalable SaaS platform that meets the business needs and serves our customers. The Director of Software Engineering is responsible for overseeing development, quality assurance and development operations, including but not limited to; managing development priorities, improving development throughput, leading data and architecture decision making, mentoring developers and ensuring development best practices. The Director of Engineering is also expected to be able to constructively participate in code development when necessary, including code reviews. In addition, as the Company’s IT Security Officer, this role will work with the Feedtrail’s oursourced managed security services provider (MSSP) to assure Feedtrail’s IT compliance to security standards.

Job Responsibilities:

  • Understanding and leading the end-to-end technology profile of the Feedtrail SaaS platform
  • Managing and growing a team of direct reports
  • Ensure software development best practices are established, to provide predictable and stable product delivery
  • Working collaboratively with the Product Management team, senior management, and individual developers, to balance business needs while advancing our technical roadmap with a focus on timely results/span>
  • With our senior developers, participating and/or leading discussions in data and system architecture to ensure our SaaS platform scales and accommodates new capabilities
  • Acting as the escalation point for technical enquiries such as security audits and architectural reviews with clients
  • Implementing continuous improvements projects to increase developer velocity
  • Recruiting efforts to grow the team
  • Participate constructively and actively with senior management, in formulating and executing on the business plans
  • Oversee Development, Quality Assurance and Development Operations
  • Ensure the Feedtrail SaaS platform implements industry best practice security standards and meets all necessary compliance requirements, such as HIPAA, GDRP, etc.
  • Oversee business continuity and disaster recovery strategies for the SaaS platform, including regular tests
  • Maintain and evolve Operations and Management capabilities of the SaaS platform, to maximize uptime and reliability
  • Participate in development activities, when necessary

Qualifications:

  • Bachelor’s Degree in Computer Science, Engineering, related field, or equivalent experience required
  • 10+ years of technical management experience, with at least 5 at a senior level
  • Prior experience developing and delivering data-centric SaaS platforms
  • Deep experience with agile development methodologies
  • Strong Experience with Python
  • Able to manage and mentor software engineers across a myriad of technologies in frontend, backend and AWS cloud
  • Strong project management experience and examples of leading both developers and non-developers through the deployment of complex systems or products
  • Demonstrated track record deploying product in a timely and efficient manner, working collaboratively with all dependencies and stakeholders
  • Ability to balance both business and technical needs in leading software engineering efforts to ensure business needs are met without technological aspects becoming stagnant
  • Demonstrated success in recruiting and retaining strong technical teams
  • Experience in working with Healthcare related data preferred
  • Experience with modern software components, such as Kubernetes, containers and serverless technologies a bonus
  • Excellent written/verbal communication and interpersonal skills and comfortable speaking in front of internal and external stakeholder groups
  • Strong organizational skills and ability to perform multiple tasks simultaneously, set priorities, and work in a team with diverse cultural backgrounds
  • Solution oriented with a high sense of quality, attention to detail, accuracy, efficiency, and meeting tight deadlines

To apply send your cover letter and resume to hr@feedtrail.com.

Enterprise Customer Success Manager

The Enterprise Customer Success Manager will be responsible for client satisfaction, engagement, and product success. The role is strategic, interacting with Feedtrail’s largest clients to understand their business challenges and promote the utilization of the Feedtrail platform to address these challenges. A key aspect of this role is to champion product and processes to improve efficiency and spread and improve outcomes with product solutions. This role reports to the Vice President of Customer Success.

Job Responsibilities:

Client Engagement

  • Drive growth and retention among our enterprise customer base by understanding their business needs and helping them succeed
  • Enable successful onboarding of Feedtrail to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
  • Identify opportunities for customers to act as Feedtrail advocates (e.g. testimonials, case studies)
  • Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
  • Represent the voice of the customer to inform our sales process and product roadmap of product opportunities and enhancements

Client Growth

  • Identify upsell opportunities and engage Feedtrail’s Sales Department
  • Identify opportunities for product penetration of existing accounts and strategies to maximize platform utilization
  • Maintain knowledge and expertise in all Feedtrail solutions currently deployed or under development
  • Conduct analysis to identify account opportunities and recommend strategies that address client-specific needs to improve the organization’s results
  • Strategize with the broader Feedtrail team including sales, technology, development teams, and operation leads to identify new opportunities and service areas
  • Understand and be able to think critically about the Feedtrail solution and processes and be able to translate into a vision for the company

Product Adoption

  • Serve as subject matter expert to clients on the Feedtrail solution
  • Develop strong working relationships with technology, development, and implementation teams in order to effectively deliver value to Feedtrail clients
  • Ensure appropriate response, escalation and closure of initiatives, customer requests and/or issues in conjunction with the use of the Feedtrail solution
  • Monitor client utilization and acceptance rates to identify patterns/trends

Requirements

  • 5-10 years of relevant work experience preferably in the healthcare patient experience space
  • Ideal candidate has a mix of consulting, professional services and client-side experience; service delivery experiences a must
  • Demonstrated knowledge of and experience with helping companies improve performance
  • Excellent verbal and written communication skills
  • Strong sense of professionalism and personal accountability
  • Attention to detail and a high work ethic
  • Proven ability to manage multiple projects and priorities

Benefits

  • Unlimited PTO (mandatory PTO quarterly)
  • Benefits stipend – we will begin offering full health benefits in 2021, but until then we will provide an annual stipend in addition to salary to support purchasing a benefits package of employee choosing (if necessary
  • Annual stipend for personal development
  • Flexible work environment and schedule; Remote work is fine!
  • LOTS of company-sponsored social/team building events

Physical requirements/Work environment:

This job operates in a professional office environment or similar remote environment utilizing standard office equipment such as computers, phones, and copiers. Work is primarily sedentary in nature, and employee may be required to occasionally lift or move objects up to 20 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To apply send your cover letter and resume to hr@feedtrail.com.

Senior Product Manager

The Senior Product Manager is responsible for the product planning and execution throughout the Product Lifecycle, which includes gathering and prioritizing product and customer requirements, defining the product vision, and working closely with engineering, sales, marketing and customer success to ensure revenue and customer satisfaction goals are met. The Senior Product Manager’s role ensures that the product supports the company’s overall strategy. This role reports to the VP of Customer Success.

Job Responsibilities:

  • Work with Product, Engineering and Business resources to create and maintain user stories, business requirements, technical specifications, measurement and acceptance criteria derived from wireframes, design docs, existing system behavior and discussion with business and technical resources.
  • Source new ideas for features and improvements based on market requirements, existing ideas and internal and external customer input. Create and maintain a clear, organized backlog of prioritized feature work for engineering, product leadership, and stakeholders to understand business value.
  • Lead planning and product definition, assist with testing, create release notes and system documentation for product releases.
  • Understand and define product positioning; map user personas, use cases and typical process flows; identify and document critical product features and associated business rules to ensure our products meet client needs and maintain market parity while following best practices.
  • Work with Design and Engineering to create rapid prototypes and MVP candidates to validate and later refine, business and functional requirements as part of an Agile/Scrum development process; maintain a philosophy of design by measurement and ensure analytics are factored into all product deliverables.
  • Coordinate with internal stakeholders, customers and partners to understand business goals and define product requests, feature enhancements and process flows, including business value, measurement criteria and relative priority.
  • Create/maintain product assets using industry standard tools including product requirements, visual composition, wireframes, design documents, test cases, feature traceability, release notes and product documentation to help the organization market our products and effectively train the users.

Qualifications:

  • Exceptional interpersonal communication skills (written and verbal), active listening, attention to detail, critical thinking, problem solving and time management skills.
  • Proven ability to balance an existing portfolio and deliver new products in high-visibility, fast-paced, high-growth environments.
  • Strong understanding of Product specification, business case development, industry and competitive analysis with a passion for learning new technology
  • Proven track record working within product management or similar role to analyze, define, and document software requirements for commercial software products.
  • A Bachelor’s Degree or Relevant Work Equivalent with 3+ years’ experience focused on product or process definition and release processes.
  • Experience working in a growth phase technology company, particularly in Healthcare or Customer Experience.
  • A familiarity with software languages and SQL, ability to review / understand code and write SQL select statements desired.

Physical requirements/Work environment:

This job operates in a professional office environment or similar remote environment utilizing standard office equipment such as computers, phones, and copiers. Work is primarily sedentary in nature, and employee may be required to occasionally lift or move objects up to 20 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To apply send your cover letter and resume to hr@feedtrail.com.

Feedtrail - Healthcare Experience Management

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Feedtrail - Healthcare Experience Management
Feedtrail - Healthcare Experience Management
Feedtrail - Healthcare Experience Management
Feedtrail - Healthcare Experience Management

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