Loyal is an organization centered on experience and building a platform that allows consumers to make meaningful decisions when it comes to healthcare. We deeply understand providers, locations, services, appointments, business rules, and moreover, we understand patients -- who they are, the preferred method of communication, upcoming appointments, lapsed appointments, outstanding bills, health risks, and more. With this intelligence, our platform fuels highly relevant and personalized experiences across all mediums (website, email, voice…) allowing patients to get healthy, stay healthy, and have a better relationship with the health care provider.
**This is a remote role**
Summary
The Customer Solutions Architect is a pre and post-sales position dedicated to driving and supporting the complex implementation process for our enterprise clients. In this role, the Customer Solutions Architect will serve as a consultative expert who will optimize solution design, provide architectural guidance, lead product demonstrations, advocate for both product and client, craft implementation plans, and thoughtfully utilize technical product knowledge to champion a positive implementation experience. A successful Solutions Architect will serve as a deep product expert, efficiently implement solutions using best practice advisory, generate documentation creation at a high volume, provide hands-on support during pre-sales deals, optimize product release planning, and demonstrate proficiency in creating streamlined implementation and solution plans.
You will
- Be responsible for deeply understanding customer objectives, needs, and pain points.
- Serve as a technical subject matter expert on pre-sales and post-sales calls with clients and internal stakeholders
- Assist in pre-sales demo preparation (including custom demos)
- Direct and manages the implementation of multiple complex, cross-functional project deliveries, from start to project completion.
- Serve as Voice of Customer (VoC) in internal settings with product teams during development cycles
- Drive project scoping with customers and internal stakeholders to cement requirements and develop realistic and detailed project plans.
- Deep dive into various client platforms as necessary to troubleshoot issues and provide guidance to clients. Will work as a trusted advisor to the client on various technical areas and trends.
- Oversee and track project plan progress in action items, decisions, risks, and deliverables and regularly communicate project status to internal and external stakeholders, including risk mitigation plans.
- Collaborate with the Sales and Strategic Account Management team to build custom implementation plans for each customer.
- Maintain strong customer relationships throughout projects; manage client expectations concerning project timelines, risks, and deliverables; engage customers post-implementation to learn of improvement opportunities.
- Identify opportunities to improve performance, stability, capacity, security, and resilience of the applications, architecture, databases, processes, and infrastructure and identify associated risk & cost.
- Assist in updating/creating implementation and training documentation for new and existing products.
- Document and refine all quality processes.
- Attend, participate in, and support project meetings alongside the account manager - independently or in conjunction with the Director of Technical Architecture.
- Achieve pre-defined KPIs during each customer implementation.
- Onboard and trains new customers according to their needs and objectives.
- Provide customer feedback to the Product team for functionality enhancements.
- Work to reduce the overall implementation timeline for each product.
You have
- Digital health/health tech/healthcare experience
- Demonstrated success in delivering complex enterprise-level implementation projects on time.
- Experience with Communicating technical information/translating business requirements into technical plans and translating technical terms into business requirements and actions.
- Experience with developing high-quality data mapping documents, adept at writing mapping documents, data transformation rules, and maintaining data dictionaries.
- Experience working within a software as a service (SaaS) company
- Experience working within a high-growth and/or ambiguous environment, with proven experience to be dynamic.
- Experience using project management tools to manage multiple projects across clients
- Bachelor’s degree in Business Administration, or related technical field, or equivalent work experience
Bonus Points
- Bachelor’s degree in a technical field such as Computer Science
- EHR Integrations experience
- ClickUp Experience
- Agile project management experience
- Project Management certification (PMP)
Core Competencies
- Prioritization: Manages time and resources and discerns what is crucial for success while keeping a rapid pace without sacrificing accuracy.
- Collaboration: Demonstrates a work style that helps empower teamwork and genuinely encourages others while cultivating mutual trust and respect.
- Organizational Awareness: Demonstrates business acumen, knows how to read the room, and understands the factors that impact our environment.
- Problem-Solving: Resolves complicated challenges and proactively uncovers underlying causes to mitigate continued issues.
- Reflective/Introspective: Shows a mindful consciousness of strengths and weaknesses and is keenly aware of self-image, self-esteem, and the ideal self.
- Proactivity: Recognizes situations that warrant initiative and moves forward with high standards of performance, energy, and enthusiasm.
- Ability to Influence: Inspires others to pursue and achieve goals, promotes the shared vision and values and uses those principles to guide actions.
- Effective Decision Making: Makes timely, informed decisions that take into account facts, goals, constraints, and risks and comfortably navigates ambiguity.
- Learning Agility: Displays ongoing commitment to learning and development with the desire to acquire new knowledge and skills and is naturally curious.
- Technical Savvy: Demonstrates the skills and intuitive knowledge to operate modern devices and innovative software and programs effectively.
Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. Loyal reserves the right to make changes and/or assign additional responsibilities of a role within reason at any time with or without notice.
Physical Demands
This job is operated in a professional remote or in-office environment. This job uses standard office equipment, such as computers and phones. This job is largely a sedentary role; however, the employee has the flexibility to move as needed. Constantly operates a computer, phone, keyboard, mouse, and other office productivity machinery. The employee frequently communicates with internal and/or external customers and co-workers. Must be able to exchange accurate information. Must be able to recognize objects from short and long distances.
#LI-REMOTE
We know that potential candidates are often less likely to apply to a position if they don’t match 100% of the job qualifications. Don’t let that be why you miss out on this opportunity! We encourage you to apply if you can demonstrate many of these skills and competencies.
Loyal to our employees
We are a remote-friendly company! We encourage you to apply from anywhere in the United States. We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need (including a little fun). Here is what we offer full-time employees:
- Flexible paid time off, sick and personal days
- At least one holiday per month (sometimes, more!)
- Full health, dental, and vision insurance - Loyal pays the premium for all employees!
- One Time Home Office Setup Stipend For Remote & Hybrid Roles
- Monthly Internet Stipend for Remote & Hybrid Roles
- Long term & short term disability
- 401[k] plan
- 16 Weeks Paid Parental Leave
- 2 Volunteer days per year
- Matching Gift Program
- Participation Grant Program
- Annual Travel/Team Events up to twice per year (post-COVID)
Our Commitment
We believe that the key to Loyal’s success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.
Loyal is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.
We consider qualified applicants regardless of criminal histories, consistent with legal requirements.
Further, consistent with applicable federal and state law, Loyal provides reasonable accommodations when requested by qualified applicants or employees with disabilities, unless doing so would cause an undue hardship. Loyal’s policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If you require a reasonable accommodation in connection with the application process, please contact the Talent Acquisition Department at [email protected].
E-Verify
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.
COVID-19 Vaccinations
Candidates who will be attending in-person conferences, visiting hospitals, and/or visiting or traveling to a third party location who may have their own specific requirements in place may be required to show proof of being fully vaccinated against COVID-19 before attending. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law. If you require a reasonable accommodation, please contact the People Department at [email protected].
