Customer Solutions Architect

Loyal is an organization centered on experience and building a platform that allows consumers to make meaningful decisions when it comes to healthcare. We deeply understand providers, locations, services, appointments, business rules, and moreover, we understand patients -- who they are, the preferred method of communication, upcoming appointments, lapsed appointments, outstanding bills, health risks, and more. With this intelligence, our platform fuels highly relevant and personalized experiences across all mediums (website, email, voice…) allowing patients to get healthy, stay healthy, and have a better relationship with the health care provider.

**This is a remote role**

Summary 

The Customer Solutions Architect is a pre and post-sales position dedicated to driving and supporting the complex implementation process for our enterprise clients. In this role, the Customer Solutions Architect will serve as a consultative expert who will optimize solution design, provide architectural guidance, lead product demonstrations, advocate for both product and client, craft implementation plans, and thoughtfully utilize technical product knowledge to champion a positive implementation experience. A successful Solutions Architect will serve as a deep product expert, efficiently implement solutions using best practice advisory, generate documentation creation at a high volume, provide hands-on support during pre-sales deals, optimize product release planning, and demonstrate proficiency in creating streamlined implementation and solution plans. 

You will

• Be responsible for deeply understanding customer objectives, needs, and pain points. 
• Serve as a technical subject matter expert on pre-sales and post-sales calls with clients and internal stakeholders
• Assist in pre-sales demo preparation (including custom demos)
• Direct and manages the implementation of multiple complex, cross-functional project deliveries, from start to project completion. 
• Serve as Voice of Customer (VoC) in internal settings with product teams during development cycles
• Drive project scoping with customers and internal stakeholders to cement requirements and develop realistic and detailed project plans. 
• Deep dive into various client platforms as necessary to troubleshoot issues and provide guidance to clients. Will work as a trusted advisor to the client on various technical areas and trends.
• Oversee and track project plan progress in action items, decisions, risks, and deliverables and regularly communicate project status to internal and external stakeholders, including risk mitigation plans. 
• Collaborate with the Sales and Strategic Account Management team to build custom implementation plans for each customer.
• Maintain strong customer relationships throughout projects; manage client expectations concerning project timelines, risks, and deliverables; engage customers post-implementation to learn of improvement opportunities. 
• Identify opportunities to improve performance, stability, capacity, security, and resilience of the applications, architecture, databases, processes, and infrastructure and identify associated risk & cost.
• Assist in updating/creating implementation and training documentation for new and existing products.
• Document and refine all quality processes.
• Attend, participate in, and support project meetings alongside the account manager - independently or in conjunction with the Director of Technical Architecture.
• Achieve pre-defined KPIs during each customer implementation. 
• Onboard and trains new customers according to their needs and objectives.
• Provide customer feedback to the Product team for functionality enhancements.
• Work to reduce the overall implementation timeline for each product. 

You have 

• Digital health/health tech/healthcare experience 
• Demonstrated success in delivering complex enterprise-level implementation projects on time.
• Experience with Communicating technical information/translating business requirements into technical plans and translating technical terms into business requirements and actions.
• Experience with developing high-quality data mapping documents, adept at writing mapping documents, data transformation rules, and maintaining data dictionaries.
• Experience working within a software as a service (SaaS) company
• Experience working within a high-growth and/or ambiguous environment, with proven experience to be dynamic.
• Experience using project management tools to manage multiple projects across clients
• Bachelor’s degree in Business Administration, or related technical field, or equivalent work experience

Bonus Points