Implementation Lead

** Note that you can be located ANYWHERE in North America - this role is fully remote (with potentially a couple of in-person meetings a year) **

About Tellescope

The first thing you should know about us is that we are PROFITABLE, and are not dependent on raising funds to survive. 

We are a lean 4-person team that is focused on executing and scaling past our existing customer base. As an organization, we pride ourselves on providing new customers with white-glove onboarding and responsive support. 

As a company, Tellescope is focused on helping improve the digital patient experience in healthcare.

Our HIPAA-compliant CRM provides digital health companies with a centralized platform that includes omnichannel patient communication, scheduling, forms, task management, and a no-code automation builder.

Our platform equips companies with all of the tools needed to efficiently manage and scale patient outreach, onboarding, and ongoing relationships.

The Healthcare CRM industry is a $17.9 Billion market largely run by legacy software providers that offer a generic CRM option that can be used in a healthcare setting. Unlike those companies, Tellescope gives digital health businesses a refreshing and innovative option that is actually designed specifically for them.

Role Overview

You will be Tellescope’s third hire reporting to our Founders Sebastian and 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.

Responsibilities

The responsibilities and expectations for the Implementation Lead: 

• 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 who has helped us maintain our SLA and scale Customer Success efforts as we’ve tripled the number of customers
• 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 

About You

To be successful in this role you will need to feel comfortable leading calls with customers and taking ownership of certain customer accounts.  

Requirements

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. or Canada. Work remotely with the possibility of some hybrid work if located in either the New York City or Boston metropolitan area.

Nice-to-Haves 

• Experience with software development, QA testing, or reproducing bugs
• Loves dealing with customers, answering questions, teaching, and explaining! Be friendly, caring, and supportive.
• Familiarity with HealthTech space

About the Process 

During the interview process, if qualified, you should expect to meet with both of Tellescope’s co-founders.

The first interview will be a short call with our COO. Candidates who progress will then be given a small take-home project which will be reviewed during a follow-up interview with our CEO.

Benefits

Compensation and Benefits

Salary: $75,000 - $100,000 (Equity 0.10%  - 0.25%)

Vacation: 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.

Health and Dental Benefits: Tellescope does not currently offer employee health or dental benefits, though as we continue to grow the team we hope to offer benefits in the future.

Equal Opportunity Statement

Tellescope provides equal employment opportunities, which apply to all employees and applicants for employment without regard to sex, race, color, religion, handicap, national origin, physical and mental disability, matriculation, political affiliation, source of income, place of residence or business, veteran status, sexual orientation, gender identity or expression, familial status, family responsibilities, genetic information, ancestry, personal appearance, pregnancy, age, or marital status, as defined by Federal, and all state and provincial laws.