Implementation Specialist managing technical setups for SmartPay products at Reward Gateway. Collaborating with teams to enhance employee engagement through project implementation and client success.
About the role
- Customer Success & Implementation Specialist leading healthcare solutions implementations and customer engagements. Responsible for training, stakeholder management, and performance monitoring in a hybrid role.
Responsibilities
- Lead end-to-end implementation projects: configuration, testing, validation, training, and go-live.
- Ensure project milestones and timelines are met according to client requirements.
- Guarantee continuity and predictability during the transition from implementation to operational support in coordination with the Delivery team.
- Deliver training sessions and create supporting materials to empower customers to effectively use Osigu’s solutions.
- Promote platform adoption, drive engagement, and monitor customer satisfaction.
- Support hospitals and clinics through their adoption journey by clarifying questions and guiding best practices.
- Align operational needs with product delivery by working closely with hospital and clinic stakeholders.
- Collaborate with the global Customer Success team to unify practices, methodologies, and tools.
- Represent the customer internally, providing context and insights to enhance product and operational workflows.
- Prepare performance reports, usage dashboards, and KPI analyses.
- Monitor adoption, usage patterns, and account health to anticipate risks and address issues early.
- Identify and escalate technical or operational issues to Support and Product teams to ensure timely resolution.
- Collect customer feedback and share insights with the Product team to support continuous improvement.
- Identify upsell, cross-sell, and renewal opportunities during client interactions in partnership with the Commercial team.
- Recommend enhancements and efficiencies to strengthen the customer–Osigu relationship.
Requirements
- 3+ years of experience in Customer Success, Implementation, or Project Delivery (SaaS, healthtech, or enterprise software preferred).
- Experience working directly with hospitals, clinics, or healthcare providers is a strong plus.
- Proven track record leading client projects from onboarding to adoption.
- Understanding of SaaS platforms, system integrations, and healthcare workflows.
- Experience using project management and CS tools (Jira, Confluence, HubSpot, Salesforce, etc.).
- Ability to analyze client metrics and turn insights into actionable improvements.
- Strong relationship-building skills across diverse stakeholders (clients, commercial, product, technical teams).
- Excellent written and verbal communication and presentation skills.
- Highly organized and proactive, capable of managing multiple client projects simultaneously.
- Problem-solving mindset, adaptable to different client environments.
- Fluent in English or Spanish.
Benefits
- Flexible work arrangements
Job title
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Degree requirement
Location requirements
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