Customer Success Specialist

Customer Success Delivery Team Member

At IPeople Healthcare, an RLDatix Company, we know the importance of patient care, so we build patient-minded software and services for the healthcare industry. That way care providers can focus on working more efficiently to improve the quality of patient care.

Our foundation is an uncompromising dedication to product reliability, service, and support. We are committed to continually improving the quality and efficiency of our customers' data experiences. After 23 years, we continue to stay at the forefront of the healthcare technology sector, offering services and solutions for all user levels with diverse business needs.

In short, IPeople Healthcare is healthcare expertise applied to save lives and improve the quality of patient care literally.

We are unable to sponsor or transfer visas for this position; all parties authorized to work in the US without sponsorship are encouraged to apply.

Responsibilities

For us to continue staying on the forefront, we are looking for talented Customer Success personnel to join our fast-paced, growing company. The Customer Success team plays a crucial role in our purpose-driven strategy by being the liaison between the customer and the company, ensuring their success with and adaptability of the software and services they have purchased, and being a primary stakeholder for all of the IPeople product suites.

The Customer Success delivery team member role boasts many responsibilities that directly and positively impact the business's product and services lines that deliver purpose and value including:

• Analyze: Work with your team, project managers, sales & marketing, and the hospital to successfully deploy the current product and service offerings per the contract. Escalate where necessary in order to promote product usage and adoptability.
• Maintain: From time to time, a customer will change their infrastructure/systems, which will require us to perform maintenance on their products and interfaces. In other cases, new versions of our product could be released that will require us to modernize customer solutions they've acquired from IPeople. In either case, you and your team will be responsible for maintaining existing products and interfaces that need fixing/improvements, escalating where necessary, and ensuring the proper documentation has been updated both internally and to the customer.
• Improve: As a first line of contact for the hospital regarding their IPeople product and services suites during the implementation process, you will leave a major impression. This allows you to be a major stakeholder in the development and improvement of the products. You will have a voice and be expected to use it in order to create user stories for the products so that it can be improved to deliver more value, faster.
• Work committed tickets weekly from the ticket management system (AZURE) to completion.
• Participate in the planning, creation and grooming of project deliverable tickets.
• Deploy contracted software systems according to current standards and processes.
• Escalate tickets, following the proper escalation path, whenever necessary.
• Update documentation, where applicable, on final deployment to production systems.
• Help create documentation where needed to standardize processes.
• Grow relationships with existing client base, displaying empathy and integrity.
• Provide feedback to internal teams on customer feedback and challenges.
• Participate in weekly status update calls, providing technical expertise in the IPeople delivery process.
• On Call rotation may be required.

Required Knowledge, Skills & Abilities

• Bachelor's degree in Computer Science (or related discipline) – or – equivalent professional experience
• 5 + years of hands-on work with Microsoft SQL Server in a production environment
• Core Technical Competencies
  • SQL Server Management Studio (SSMS): daily use for administration, scripting, backup/restore, and security configuration
  • T-SQL Expertise: design, optimize, and troubleshoot complex queries, stored procedures, table-valued functions, and user-defined functions
  • Performance Tuning: indexing strategy, execution-plan analysis, and resolution of locking/IO bottlenecks
  • IIS Administration: configure sites, application pools, and security settings for database-driven web applications
  • Scripting & Automation: PowerShell (or comparable scripting language) for repeatable deployment and maintenance tasks
• Complementary Skills
  • Working knowledge of Windows Server fundamentals, Active Directory–based permissions, and basic networking concepts
  • Proficiency with Microsoft 365 apps (Outlook, Teams, Word, Excel) for collaboration and documentation
• Professional Strengths
  • Proven analytical and root-cause-analysis abilities; able to diagnose and resolve production issues quickly
  • Clear, concise written and verbal communication; comfortable producing technical documentation and presenting findings
  • Strong organizational habits; able to prioritize tasks, meet deadlines, and deliver high-quality work with minimal oversight

Preferred Skills

• Familiar with Scrum and Agile development methodologies
• Healthcare experience
• Knowledge of data exchange format standards, such as HL7, XML and JSON
• Familiar with hospital information systems
• Working knowledge of Atlassian products (Confluence) and Microsoft Azure

Perks & Benefits

• Discretionary time off
• 6 paid holidays
• Health, Dental, and Vision Insurance Benefits
• 401k
• For local employees, a hybrid work environment. Two days remote (subject to change based on CEO and Board)

IPeople Healthcare, an RLDatix Company, is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: we are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. IPeople Healthcare, an RLDatix Company, will not tolerate discrimination or harassment based.