Clinical Implementation Specialist

This position is designed to work under the Clinical Content Team Lead and will expand the existing Implementation and Clinical Content team. The role focuses on helping customers implement and gain value from DoseMeRx and Firstline in their clinical workflows. The position is a client facing role and will act in support of the Clinical Content Team Lead in execution of Firstline projects and DoseMeRx projects. Additionally, as part of this role, you will be supporting the Account Managers and Customer Success Teams to provide a superior customer experience.

KEY RESPONSIBILITIES Customer Support and Retention

Review and interpret clinical guidance and build guidelines within Firstline following relevant principles of information design.

Complete assigned project tasks according to provided specifications and deadlines.

Serve as a trusted resource for customers by consistently providing accurate, practical, and compliant guidance on DoseMeRx and Firstline products.

Collaborate with internal team members and provide regular progress updates for ongoing projects.

Coordinate across key stakeholders to ensure technical issues are resolved in a timely manner.

Create and improve user guides, help articles, and other education documents for new and existing customers.

Maintain a high standard of professionalism and quality in all deliverables.

Provide superior customer support through various support channels of communication, including but not limited to 24/7 live chat, email, and phone.

Customer Education

Partner with customers to identify training needs and develop or refine supporting materials.

Provide technical training of DoseMeRx and Firstline to user groups.

Create and continuously improve user guides.

Implementation Project Management

Assist and lead customer onboarding and rollout of DoseMeRx solutions.

Assist and lead projects for Firstline solutions.

Answer, and triage product configuration questions for system IT teams, pharmacy teams, and providers.

Assess full set of proposed customer guidance and design appropriate organization and presentation of the clinical information, prioritizing guidance that is useful at the point of care

Maintain up-to-date product knowledge of DoseMeRx and Firstline platforms to address any technical/workflow questions or challenges during projects.

Product Development

Be a voice of the customer to ensure DoseMeRx and Firstline products meet or exceed customer expectations

Gather and share product feedback with product development team from direct and indirect communication with customers

Identify product development opportunities that address customer needs.

Required Skills and Experience

Bachelor’s degree or greater with desired areas being pharmacy, microbiology, other clinical science, or relevant field

2+ years of experience in a client facing role in B2B healthcare software, medical device, diagnostics, or life science preferred

Ability to troubleshoot technical issues

Ability to prioritize and manage multiple tasks

Ability to work in a fast-paced environment

High attention to detail and accuracy

Strong interpersonal skills; must be able to develop and grow relationships with customers

Strong analytical and problem-solving skills

Strong verbal, written, and presentation skills; ability to communicate clearly and influence internal and external stakeholders

Proficiency with CRM platforms (e.g.,Salesforce) preferred

Basic understanding of Project Management Methodologies preferred

Multilingual proficiency preferred; Italian, French, or Spanish strongly desired

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