Details
Posted: 11-Jul-25
Location: Baltimore, Maryland
Internal Number: REF41949N
Job Description
General Summary
The product implementation specialist will join a dynamic iHarbor team, working to promote and facilitate the adoption of its product portfolio within the University of Maryland Medical System (UMMS) and its affiliates as well as external clients and customers. This role will interface directly with customers to understand their needs; manage the implementation of developed products, solutions, and services for end users, follow procedures to set-up the product, and also train customers and clients on how to leverage it.
Principal Responsibilities and Tasks
* Understand the unique operational needs of each customer, promoting the products, and carrying out analytics on customer operations and performance after purchase.
* Collaborate with product managers and the marketing team to ensure that the product contributes to the success of the customer.
* Communicate technical requirements to the production department and ensure that product and process teams clearly understand the data and setup needs, as well as coordinate the required security and other audits.
* Independently handle customer implementations and accurately configure the product at the customer's facility or at the point of purchase.
* Establish and maintaining strong associations with key customer contacts.
* Monitor customer operations, product experience, and operational outcomes and ensure that the product is working well on customer sites.
* Provide customer feedback to refine the vision and strategy, and educate inbound product managers and developers on detailed feature ideas to the product roadmap.
* Support the marketing department as a subject matter expert, providing them with case studies, customer videos, etc. to foster closing of sales deals as needed.
* Visit customers and perform a walk-through of the facility (as appropriate), and gather information that will aid in a successful implementation.
* Guide the customer team to perform the implementation at the customer's facility
* Render onsite training to the customer during implementation.
* Provide after implementation call to the customer's facility to review the project and identify any gaps that may exist.
* Serve as a resource to the sales team for online/onsite demonstrations of the product.
* Respond to customer submitted support requests as needed.
* Partake in product development meetings to comprehend new functionalities and provide report on customer feedback.
* Travel to customer facilities as necessary for implementations.
Company Description
The University of Maryland Medical System (UMMS) is an academic private health system, focused on delivering compassionate, high quality care and putting discovery and innovation into practice at the bedside. Partnering with the University of Maryland School of Medicine, University of Maryland School of Nursing and University of Maryland, Baltimore who educate the state's future health care professionals, UMMS is an integrated network of care, delivering 25 percent of all hospital care in urban, suburban and rural communities across the state of Maryland. UMMS puts academic medicine within reach through primary and specialty care delivered at 11 hospitals, including the flagship University of Maryland Medical Center, the System's anchor institution in downtown Baltimore, as well as through a network of University of Maryland Urgent Care centers and more than 150 other locations in 13 counties. For more information, visit www.umms.org.
Qualifications
Education and Experience
* Bachelor's degree in Mathematics/Statistics, Engineering, Physical or Biological Sciences, Information Technology, or closely related field.
* 5+ years of product implementation experience with technology, software, or medical device companies.
* 2+ years of experience with startups preferred.
* Computer skills: A product implementation specialist must be skillful in using data analysis tools, including Tableau/Excel/Python/SPSS/R etc. They should also be an expert in utilizing various Microsoft Office packages
* Organizational skills: The role of a product implementation specialist involves various tasks, including interfacing with customers, working with sales and marketing, providing training etc. So, it is essential that applicants can prioritize tasks and manage time effectively
Knowledge, Skills and Abilities
* Demonstrate basic understanding of software and technologies deemed relevant to machine learning, artificial intelligence, operations research, pattern mining, natural language processing, statistics, etc.
* Ability to work both independently with minimal supervision and as a team player.
* Possess the ability to assimilate information (especially product information) quickly and accurately.
* Be client or customer-facing role, and have service orientation and are focused on customer satisfaction, success, and retention
* Be a problem-solver and an action-oriented person who is willing to go an extra mile to solve problems and ensure successful pilot or full-scale product deployments/implementations.
* Able to communicate effectively both verbally and in writing to internal and external clients. Explain technical elements or information about the product in clear and simple terms to the customer
* Multi-tasking and time-management skills, and detail oriented with the ability to prioritize tasks.
* Excellent problem solving, creative thinking, communication, and presentation skills.
* Knowledge and respect for policies, procedures, and practices related to intellectual property.
* Ability to establish priorities, meet deadlines, and carry multiple, complex, extended projects through to completion.
* Skillful in using data analysis tools, including Tableau/Excel/Python/SPSS/R etc. Expert in utilizing various Microsoft Office packages
