Technical Onboarding Manager

Technical Onboarding Managers form an important part of the collaborative team between Redox and our customers by developing shared strategies to help our customers reach their integration goals.

You'll use your healthcare experience, clinical workflow understanding and EHR knowledge to provide recommendations and direction to enable new customers to seamlessly onboard using Redox as their integration partner. You'll also play a vital role in helping our customers expand their own understanding and use of Redox and the healthcare integration standards powered by our engine. Finally, you’ll help customers set up their first integration with customers leading them through their go-live. You'll make a positive impact from day one as part of a collaborative and committed team, and will enjoy opportunities to grow toward your strengths and what interests you most.

Partner with customers from contract assignment through their onboarding experience

Manage multiple customers and projects at different stages in their onboarding journey with different levels of urgency

Act as a trusted collaborator with the customer to prepare technically and operationally for ideal integration outcomes

Guide customers through training and troubleshooting as they develop against our API

Partner with customers as they prepare operationally, and create documentation for integrations. Also help them understand how to use the Redox tools optimally

Work with our customers and their customers to guide them through integrating with their first site

Collaborate internally to manage customer onboarding, success plan, and escalations

Maintain internal documentation relating to customers and processes

Create onboarding collateral for use through our learning management system

Keep up to date with product enhancements and how to teach customers to use them

Monitor industry trends and how they impact our customers

5+ years of experience in a technical, client-facing role, preferably within Healthcare IT, EHR implementation, or a related SaaS industry

Hands-on experience with key healthcare integration standards and data formats (e.g., HL7v2, FHIR, X12, C-CDA) and familiarity with modern APIs

Deep understanding of clinical workflows and direct experience working with Electronic Health Record (EHR) systems

Demonstrated experience working directly with customers to understand their business needs and translate them into technical solutions

Exceptional analytical and problem-solving skills, with a proven ability to deconstruct and troubleshoot complex technical challenges

Proven success managing a portfolio of multiple, concurrent software projects from start to finish

A self-driven work ethic and a demonstrated ability to operate with a high degree of autonomy and initiative

Proficiency with AI tools and demonstrated ability to use AI effectively to enhance productivity and decision-making

Healthcare IT teams and clinical staff at customer organizations

Health systems and provider organizations implementing Redox integrations

Cross-functional Redox teams including Product, Support, and Sales

External healthcare partners and vendors

Demonstrated experience with expanding customers and building franchises

Direct experience with one or more healthcare interface engines (e.g., Mirth Connect, Rhapsody, Corepoint, Cloverleaf)

Experience acting as a mentor or subject matter expert on a project team, guiding colleagues and influencing cross-functional partners to achieve a common goal

Previous experience thriving in the dynamic environment of a high-growth, scaling technology company