Implementation and support Consultant – Ewitness

At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.

Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalized genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of fertility treatment.

About the Role

The Implementation Consultant for Ewitness is responsible for the end-to-end installation, deployment, training, and ongoing support of our solution at clinics and customer sites. The role includes delivering training and user support, addressing support questions, and contributing to sales support activities. The ideal candidate is an enthusiastic knowledge shifter—able to transfer complex concepts to users with varying levels of technical proficiency. Fertility knowledge is preferred. The role demands significant travel across EMEIA, rapid knowledge acquisition, and strong analytical problem-solving to ensure successful deployments and high customer satisfaction.

Key Responsibilities

• Lead end-to-end implementation of Ewitness at clinics and customers across EMEIA, including planning, configuration, and go-live activities.
• Install and deploy the hard- and software, configure workflows, and integrate with existing clinical systems and processes.
• Deliver training for clinicians and clinic staff (onsite and remote); create and maintain training materials, user guides, and SOPs.
• Provide ongoing user support and issue resolution; triage, root-cause analysis, and escalation as needed; maintain a knowledge base.
• Serve as a bridge between customers and internal teams (Product, Development, Sales, Support); gather requirements, feedback, and improvement opportunities.
• Support sales efforts with product demonstrations, scoping, and responses to RFPs; assist in creating proposals and statements of work.
• Drive go-live readiness by developing project plans, timelines, risk registers, and milestone tracking; monitor progress and adjust as needed.
• Develop and maintain comprehensive documentation (installation guides, configuration notes, training manuals, release notes).
• Identify and communicate product improvements based on customer feedback and field observations.
• Travel extensively across EMEIA to meet customers, conduct trainings, and support deployments; manage travel logistics efficiently.

Required Qualifications

• Education: Bachelor’s degree in Life Sciences, Information Technology, Engineering, or a related field; or equivalent professional experience

• Experience: 3+ years of implementation/consulting experience in healthcare/medtech; fertility/IVF workflow experience preferred

• Technical: Hands-on experience with SaaS/enterprise software deployments, data integration, and interoperability; familiarity with EHR/EMR systems is a plus

• Skills: Excellent verbal and written communication; strong presentation and training abilities; ability to translate complex technical concepts into clear language for non-technical users

• Personal traits: Strong analytical and problem-solving abilities; high degree of self-motivation and ownership; able to work independently and in distributed teams

• Travel & locale: Willingness to travel 50–70% across the EMEIA region; valid passport; comfortable working across time zones

• Language: Fluency in English required; additional languages common in EMEIA (e.g., Dutch, Spanish, French, Italian) are a plus

• Data privacy: Familiarity with GDPR and healthcare data handling best practices is advantageous

Desired Qualifications

• Experience with project management methodologies (e.g., PMP, Prince2) or IT service management frameworks (ITIL).

• Familiarity with IVF/ fertility clinic workflows, imaging, or related clinical laboratory processes.

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