Primary Duties:
Client Support & Troubleshooting: Act as the primary technical point of contact for enterprise practice clients, providing prompt and effective solutions to technology and analytics issues, and ensuring issues are resolved or escalated appropriately. Educate clients (and internal users as needed) on effective tool use, best practices, and new functionality to maximize technology adoption and usage of analytics tools. Propose and implement innovative workarounds or optimizations to client roadblocks using existing tools and configurations.
Process Improvement: Develop, document, and maintain standard operating procedures (SOPs) for common issues and requests, streamlining problem resolution and allowing for more self-serve resolution over time. Train other internal members within Aledade on adhering to those SOPs for issue.
Issue Triage and Communication: Proactively monitor, organize, and prioritize client-reported issues; clearly document for product management (PM) and relevant internal teams; regularly update stakeholders on progress and resolution timelines. Gather and synthesize user feedback to inform future product+analytics enhancements and participate in cross-functional projects aimed at improving the client experience.
Minimum Qualifications:
- Education: Bachelor’s degree in Computer Science, Information Systems, Health Informatics, or a related field preferred; equivalent experience considered.
- Experience: Minimum of 5+ years in a Customer Success, Implementation Specialist, or similar role supporting enterprise SaaS product deployment. Experience in healthcare or health IT environments required.
Technical Skills: - Proficiency with web-based platforms, API integrations, and enterprise-class software solutions.
- Familiarity with troubleshooting methodologies, product workflows, and IT best practices.
- Strong ability to work with analytics tools like Tableau to come up with self-serve insights.
- Client Management: Experience in direct technical support or customer-facing roles, with a proven track record of building relationships and managing client expectations.
- Project Management: Demonstrated ability to track, prioritize, and coordinate multiple issues to resolution using ticketing systems or project management tools (e.g., JIRA).
Preferred Knowledge, Skills and/or Abilities:
- Analytical Thinking: Strong critical thinking and problem-solving skills; able to rapidly identify and resolve technical issues and root causes.
- Communication: Excellent verbal and written communication skills; able to convey complex technical information to both technical and non-technical stakeholders.
- Organization: Meticulous attention to detail; able to manage competing priorities and follow through to resolution.
Initiative: Self-starter with a passion for client service and continuous improvement. - Collaboration: Collaborative team member who brings a client-centric approach and works closely with product, engineering, and support teams.
- Flexibility: Comfortable working in a fast-paced, evolving environment with the ability to adapt to changing client needs and technologies.
Physical Requirements:
Skills Required
- Bachelor's degree in Computer Science, Information Systems, Health Informatics, or related field (or equivalent experience)
- Minimum 5+ years in Customer Success, Implementation Specialist, or similar role supporting enterprise SaaS deployments
- Experience in healthcare or health IT environments
- Proficiency with web-based platforms and enterprise-class software solutions
- Experience with API integrations
- Familiarity with troubleshooting methodologies, product workflows, and IT best practices
- Ability to work with analytics tools (e.g., Tableau) to produce self-serve insights
- Direct technical support or client-facing experience with strong client management skills
- Project management and issue tracking experience using ticketing/project tools (e.g., JIRA)
- Analytical thinking, communication, organization, initiative, collaboration, and flexibility
Aledade Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Aledade and has not been reviewed or approved by Aledade.
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Fair & Transparent Compensation — Pay is often characterized as fair or pretty good for the work, with occasional remarks that compensation is among the best experienced in a career.
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Leave & Time Off Breadth — Time off provisions stand out, including a strong PTO allotment early on and an additional long-tenure sabbatical benefit.
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Parental & Family Support — Paid parental leave is positioned as a meaningful, broadly applicable benefit for new parents.
Aledade Insights
What We Do
Aledade is the largest network of independent primary care, enabling clinicians to deliver better patient outcomes and generate more savings revenue through value-based care. Aledade’s data, personal coaching, user-friendly workflows, health care policy expertise, strong payer relationships and integrated care solutions enable primary care organizations to succeed financially by keeping people healthy. Together with more than 1,900 practices and community health centers in 45 states and the District of Columbia, Aledade manages accountable care organizations that share in the risk and reward across more than 200 value-based contracts representing more than 2.5 million patient lives. To learn more, visit www.aledade.com or follow on X (Twitter), Facebook or LinkedIn.
Why Work With Us
At Aledade, we’re all about doing good for patients, practices and society - which is why we’re so passionate about value-based care and the work we do every day. Because we’re working to benefit all of society, we believe the best way to do so is to utilize all of our team members and their unique experiences, interests, backgrounds and beliefs.
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