Client Implementation Specialist

Client Implementation Specialist

Sage is on a mission to improve the quality of life for older adults, starting with those residing in senior living communities. Falls are the leading cause of injury-related deaths among adults over 65. At the same time, fall prevention and emergency response systems for older adults are archaic and ineffective. This issue is exacerbated by the inefficient procedures that operators of these communities are forced to use to provide care to their residents.  Sage's integrated software aims to reinvent how we care for and respond to older adults in times of need.  We aim to build a platform that gives caregivers the means to provide care for modern aging.

Sage is a growing team of ambitious, multi-disciplinary entrepreneurs.  We are a software-enabled, mission-driven company, and are focused only on the problems that are central to achieving that mission.  At Sage, we work hard and fast but also know that to build a truly successful company, we need to treat our work as a marathon, and not a sprint.  The journey matters.  We know when to slow down, take breaks, and have fun.

About this Role

As a Client Implementation Specialist, you will be providing on-the-ground training and support as we work to systematize our product delivery process. This role is responsible for the onboarding of new clients including the organization, project management, and execution of the final deployment of our technology, culminating in a 1-2 day onsite or remote “go-live event” where the community transitions from its old nurse call system to Sage. The role is responsible for ensuring successful launches at each community.

Excellent communication skills, experience training non-technical people, and on the fly problem-solving are critical to this role. This is a client facing role on the Delivery team and requires internal partnership with the Hardware, Product, and Client Success teams. 

This role will involve:

• Onboarding new clients, communicating what Sage is, how it works, why it’s different
• Building relationships with key stakeholders at each community 
• Identifying engaged users at each community who will become Sage advocates
• Lead in-person and remote staff and management training at the community, presenting the product both to groups and 1:1 to ensure staff members have proper training before implementation is complete
• Work with teammates to prepare each community for implementation, including distributing the system devices throughout the community or overseeing the distribution, helping the community understand the process for using Sage devices while on shift, and ensuring all devices work properly prior to Sage going live at the community
• Support technical team members in setting up or QAing key infrastructure 
• Provide support and troubleshoot with Sage users and clients, as necessary 
• Test and troubleshoot new features as you prepare to train communities and staff

Minimum Qualifications

• This role is a remote position for those based in Central, Mountain, and Pacific Time Zones. Candidates outside of these timezones will not be considered for this position
• Must be based within 45-minutes of a major airport
• Bachelor’s Degree (or equivalent experience)
• Experience training and presenting both in a group setting and 1 on 1
• A strong communicator, both verbal and written, as this role requires communication with and often between the client, non-technical end users, and internal teams
• Technical enough to help a non-technical person troubleshoot issues with consumer electronics and software programs 
• Self-starter who is comfortable working autonomously and running their own projects from start to finish
• Relentlessly resourceful, always thinking outside the box to solve complex problems
• Enough patience and follow-through to root cause of issues
• Expectation to travel up to 70% of the time; travel will be across the continental US 
• Experience managing multiple projects with varying timelines at once

Preferred Qualifications

• Prior customer support experience in a tech environment
• Experience in the Healthcare and/or HealthTech fields

Benefits

Our headquarters are located near New York City's Union Square. We believe in cross team collaboration. We think good ideas can come from anyone, and we've designed our processes to encourage participation from all. While we take our mission seriously, we don't take ourselves too seriously. We like to host off-sites, outings, and team meals where we can connect as people, not just as colleagues. We offer office lunches several days a week and a fully stocked snack bar.

Our benefits package for employees includes competitive base compensation along with stock options. The expected annual salary for this role is between $90,000 and $100,000, depending upon the job level, which will depend on your level of expertise, your experience, and your qualifications.  We feel that you should be paid well for your contributions to our mission, and that you should stand to gain as we grow and succeed.  We also provide fully-paid health insurance coverage for all of our employees.

EEO Statement

Sage is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Sage makes hiring decisions based solely on qualifications, merit, and business needs at the time.