Client Experience Manager - Remote

Validic, Inc. is a digital health and remote care company devoted to our mission of improving the quality of human life by making personal data actionable.  We’re seeking a Client Experience Manager, who will be responsible for the end-to-end deployment of the Company’s products and nurturing ongoing client relationships to drive adoption and growth. This individual leverages deep EHR expertise to ensure seamless integrations, train users, and proactively identify new opportunities to expand use of the Company’s products.

What You’ll Do at Validic

• Lead technical configuration and deployment of the Company’s Remote Patient Monitoring platform/solution within client EHR environments, with a focus on Epic and Cerner integrations
• Serve as the primary technical point-of-contact for business and development stakeholders during onboarding
• Manage all implementation phases, from kick-off and requirements gathering through testing, go-live, and hand-off
• Troubleshoot complex integration issues in collaboration with Technical Support Engineers and escalate as needed
• Partner with senior team members to learn to support the Company’s Health IoT platform implementations and data source integrations
• Gradually take on onboarding tasks for the Company’s Health IoT Platform, including training, configuration, and strategic expansion

• Own the post-launch client relationship for assigned accounts for the Company’s Remote Patient Monitoring platform/solution, acting as both advocate and advisor
• Conduct regular check-ins and strategic reviews to understand client goals, reveal new use cases, and propose incremental feature or measurement-type expansions
• Monitor key adoption metrics and serve as an early warning for at-risk accounts, partnering with the Director, Client Experience to mitigate churn
• Frame every client interaction around delivering measurable value, never a hard sell, but always aligned to the client’s business objectives

• Develop and maintain detailed project plans, ensuring milestones, deliverables, and deadlines are met
• Coordinate cross-functional resources, with Support, Solutions Engineering, and Product, to align on client requirements and timelines
• Document and communicate implementation status, risks, and resolution plans to both internal teams and client stakeholders

• Create and deliver tailored training programs—live or recorded—to educate clinicians, administrators, and technical teams on the Company’s Remote Patient Monitoring platform/solution features and best practices
• Produce clear technical documentation and knowledge-base articles to empower clients to self-serve common tasks
• Share lessons learned across all product lines to continually refine the Company’s implementation playbooks
• Host or support “Feature Spotlight” sessions aimed at highlighting high-value Impact capabilities and driving adoption of additional measurement types

• Capture client feedback on usability, workflows, and feature requests, and surface actionable insights to Product and Engineering teams.
• Contribute to ongoing refinement of implementation and experience playbooks, incorporating lessons learned and industry best practices
• Stay current on the remote monitoring landscape and EHR trends to anticipate client needs and maintain technical authority

What You'll Bring to Validic

• Bachelor’s degree in Information Systems, Computer Science, Healthcare Informatics, or equivalent experience required
• At least 2 years of experience in healthcare SaaS implementation with proven integration expertise with Epic and/or Cerner
• Strong understanding of EHR architectures, HL7/FHIR fundamentals, and enterprise SaaS deployment
• Exceptional consultative skills with a track record of driving platform adoption and client satisfaction
• Outstanding verbal and written communication skills
• Proven adeptness at presenting technical concepts to both clinical and executive audiences
• Highly organized, detail-oriented, and flexible in a fast-paced environment
• Passionate about building long-term client partnerships

Why You’ll Love Validic

• Our team is great. We’re talented and passionate folks devoted to our mission and our people.
• Our work is important. We build technology that makes healthcare easier to help people live their best lives.
• Together, we’re solving healthcare’s toughest challenges by enabling personal health data to transform how we diagnose and treat disease, care for people in any setting, and provide personalized care.
  

What Validic Values

• Authenticity - Set aside egos and bring your own flavor
• Freedom - Lead with trust and get Super Healthy Information Technology done
• Empathy - Challenge directly and care personally
• Purpose - Innovate passionately and make an impact

The Fine Print

Location: Remote U.S. Based - Our core hours are 10:00 a.m.-4:00 p.m. Eastern Time.
Reports to: Director, Client Experience
Status: Full-Time/Exempt - No contract or contract to hire requests are being considered.

Compensation and Benefits:  The salary range for this position is $105,000-$115,000 per year plus bonus.  Placement within salary range is determined by level of education, knowledge and skills, and relevant years of experience beyond the minimum job requirements.  Benefits include medical/dental/vision/life insurance, flexible spending accounts, equity, 401(k), and flexible time off/work schedule.

Physical Requirements:  Prolonged periods of working on a computer in various environments with multiple distractions.  Must be able to travel up to 10%.

Must be eligible to work in the U.S. - Please note visa sponsorship is not available.

No recruiters, please.

Validic is an Equal Opportunity and Affirmative Action Employer.  All qualified applicants receive consideration for employment without regard to age, race, color, genetic information, religion, national origin, sex, sexual orientation, pregnancy, gender, gender identity, gender expression, marital status, disability status, military status, veteran status or any other basis protected by federal, state or local laws.

Please add [email protected] to your contact list to ensure delivery of all correspondence from us.