Client Implementation Specialist

Who you are

• Willingness and ability to travel an average of 15 days per month, within the Monday–Friday workweek, across the continental US
• Highly organized, with strong project management skills and the ability to run multiple concurrent projects on different timelines
• A self-starter, comfortable working autonomously and driving projects from start to finish without close oversight
• Strong people skills, able to build trust quickly with clients and staff, and to read a room
• Experience training and presenting to both groups and individuals, ideally to audiences with mixed technical comfort levels
• A strong communicator, verbal and written, able to translate between technical and non-technical stakeholders
• Technical enough to help a non-technical person troubleshoot consumer electronics and software issues
• Relentlessly resourceful, with the patience and follow-through to get to the root of a problem
• Bachelor's degree or equivalent experience
• Prior customer support experience in a tech environment
• Experience in Healthcare and/or HealthTech

What the job involves

• As a Client Implementation Specialist, you will provide on-the-ground training and support as we systematize our product delivery process. This role owns the onboarding of new clients, including organization, project management, and execution of the final deployment, culminating in a 1-2 day onsite or remote "go-live event" where a community transitions from its old nurse call system to Sage
• This is a heavily traveled, client-facing role. Specialists travel an average of 15 days per month. Travel falls within the Monday–Friday workweek (no weekend travel), though the specific days vary week to week depending on the go-live schedule. Candidates should go into this process with a clear, realistic expectation of that schedule. This isn't occasional travel; it's the core rhythm of the job
• Success in this role depends on three things above all: being highly organized enough to run several concurrent go-lives with different timelines and stakeholders, being a self-starter who can problem-solve on the fly with minimal oversight, and being a strong, confident trainer who can hold a room of caregivers with wildly different comfort levels with technology, from staff who've never used a smartphone app to power users who want to go deep on features, and get everyone to the same competent baseline before go-live
• Onboarding new clients: communicating what Sage is, how it works, and why it's different
• Managing multiple simultaneous implementation projects, each with its own timeline, stakeholders, and community-specific needs
• Building relationships with key stakeholders at each community and identifying engaged users who will become Sage advocates
• Leading in-person and remote staff and management training, both group and 1:1, tailored to a range of technical comfort levels, to ensure every staff member is confident before go-live
• Coordinating device distribution and setup at each community, and confirming all devices work properly prior to go-live
• Supporting technical teammates in setting up and QAing key infrastructure
• Providing ongoing support and troubleshooting for Sage users and clients
• Testing and troubleshooting new features ahead of community rollouts

Benefits

• You and your health: Your health comes first. Sage covers 100% of your individual medical premium, plus dental and vision. Every employee also gets a free OneMedical membership for modern primary care, plus access to mental health support through Talkspace, fertility care through KindBody, and virtual medicine through Teladoc.
• Your family and time: When life happens, we're with you. Sage grants eight weeks of parental leave to non-birthing parents and 12 weeks to birthing parents. We also offer a hybrid work schedule and unlimited PTO, which we encourage you to use. In addition, Sage has seven company holidays and closes for two weeks at the end of December.
• Your financial future: You're building something here, so you should own a piece of it. All full-time employees receive equity as part of their compensation package, along with a 401(k) through Empower, flexible spending accounts for medical and dependent care, and commuter benefits through Optum Financial.