Technical Onboarding Manager

Technical Onboarding Manager

Redox is on a mission to accelerate healthcare's transformation with useful data. Redox Engine, a flexible interoperability platform, connects and powers real-time healthcare data exchange. With just one connection, data can be orchestrated across a growing network of 12,000+ systems and organizations, including 100+ electronic health record systems (EHRs). Redox processes over 1.2 billion messages per month across our health tech vendor, provider, payer, EHR, and life sciences customers.

Opportunity & Impact

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.

Job Responsibilities:

• 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

Required Skills & Experience:

• 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

Who You'll Be Engaging With:

• 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

Nice to have in your background:

• 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

Compensation: The base salary range for this position is expected to be between $115,000 - 130,000 per year. Certain positions within Customer Success may be eligible for incentive compensation such as bonuses or commissions. *The base salary range is subject to change and may be modified in the future. The actual offer may vary depending on multiple factors unique to each candidate, including but not limited to the level of job-related knowledge, skills, qualifications, education/certification, and interview assessment. Please note that the compensation details listed above reflect the base salary only. Redox offers a total rewards package that includes stock options and employee benefits for full-time employees. Our total rewards package includes the following:

• 100% remote first culture (must be based in the US)
• Unlimited Flexible Time Off
• 15+ Observed Holidays
• Rest & R^Charge days (guaranteed a 3-day weekend each month)
• R^Charge (6 weeks paid sabbatical + stipend)
• 401k match 50% for up to 8% on Day 1
• Medical/Dental/Vision Benefits on Day 1
• HSA & FSA, Life, Disability, Medical Travel & Employee Assistance Program
• Paid Parental Leave (16 weeks)
• Productivity Stipend & Wellness Fund
• Redox Issued MacBook
• Virtual and/or in-person Team & Company Events
• Stock Options
• Employee Referral Bonus Program