Customer Solutions Partner

Infermedica; Greater London; On-site; GBP 70,000 - 100,000; Full time

Job summary

Infermedica is seeking a Customer Solutions Partner to own the full customer journey from pre-sales through go-live and long-term adoption.

You will connect business goals, clinical workflows, and technical implementation to map customer problems to what our product can deliver, driving measurable value for health insurers, telehealth providers, and hospital networks.

Qualifications

• 4+ years in Implementation, Solution Consulting, Technical Account Management, or similar client-facing role in B2B SaaS.
• Experience leading full enterprise software implementations, especially for API-based products.
• Fluent in English, written and spoken, with the ability to communicate clearly across technical and business audiences.

Responsibilities

• Partner with Business Development during discovery and solution design sessions.
• Validate customer use cases, workflows, and implementation feasibility.
• Scope solutions, flag risks, estimate delivery effort.
• Support RFP responses on solution design and implementation.
• Lead customers from signed contract through implementation to go-live.
• Run discovery workshops, perform solution design, and turn requirements into an implementation plan with milestones and owners.
• Drive the implementation process on the customer side and help translate goals into an actionable approach.
• Act as the customer's main point of contact for product and implementation questions.
• Unblock issues; improve implementation playbooks and reusable delivery best practices.
• Track usage, KPIs, and outcomes; drive adoption and optimization.
• Co-lead Quarterly Business Reviews with Enterprise Account Managers.
• Flag expansion opportunities to the commercial team.

Skills

Implementation

Solution Consulting

Technical Account Management

REST APIs

CRM (HubSpot)

English proficiency

Data-driven decisions

QBRs experience

Tools

Jira

Miro

Confluence

HubSpot

Job description

We're looking for a Customer Solutions Partner to own the full customer journey - from pre-sales solution design through implementation, go-live, and long-term adoption. You'll work with health insurers, telehealth providers, hospital networks, and national healthcare systems deploying our AI-powered symptom assessment and triage platform. You'll report to the Head of Customer Solutions & Delivery (Wojtek) and work closely with the Chief Customer Officer (Alicja).

Because our platform is API-first and highly configurable, you'll need to connect business goals, clinical workflows, and technical implementation - mapping customer problems onto what our product can already do, not just taking feature requests at face value.

Your mission is simple: help customers achieve measurable value from our products.

Success In This Role Means

• Your customers go live efficiently and achieve strong product adoption.
• You continuously refine how we implement solutions based on your experience and customer feedback.
• Expansion opportunities are identified early and seamlessly shared with the commercial team.
• You build trusted relationships with both customer stakeholders and internal teams.
• Customers see you as a trusted partner and strategic advisor who helps them maximize the value of their investment.

Responsibilities

Your work will span three phases: pre-sales, implementation, and post-go-live.

• Partner with Business Development during discovery and solution design sessions
• Validate customer use cases, workflows, and implementation feasibility
• Scope solutions, flag risks, estimate delivery effort
• Support RFP responses on solution design and implementation
• Lead customers from signed contract through implementation to go-live
• Run discovery workshops, perform solution design, and turn requirements into an implementation plan with milestones and owners
• Drive the implementation process on the customer side and help them translate their goals into a clear, actionable implementation approach
• Act as the customer's main point of contact for product and implementation questions
• Unblock issues as they come up; improve implementation playbooks and reusable delivery best practices
• Track usage, KPIs, and outcomes; drive adoption and optimization
• Co-lead Quarterly Business Reviews with Enterprise Account Managers
• Flag expansion opportunities to the commercial team

Role Requirements

• 4+ years in Implementation, Solution Consulting, Technical Account Management, or similar client-facing role in B2B SaaS
• Experience leading full enterprise software implementations, especially for API-based products
• Track record of co-designing solutions that drive business outcomes for customers - starting from the customer problem rather than the requested feature, and able to judge whether a given solution actually solves it
• Confidence running discovery workshops, whiteboarding sessions, solution scoping, and implementation planning
• Experience owning post-implementation adoption, account health, and long-term client relationships, not just delivery
• Familiarity with REST APIs and basic integration concepts (authentication, data flows, webhooks, JSON)
• Experience running or contributing to Quarterly Business Reviews (QBRs) or other strategic customer engagements
• High ownership and a proactive, problem-solving mindset
• Comfortable with usage dashboards and turning data into recommendations
• CRM experience (HubSpot or similar)
• Strong working knowledge of AI tools and the ability to apply them effectively for research, documentation, synthesis, client preparation, and process improvement
• Fluent in English, written and spoken, with the ability to communicate clearly across technical and business audiences

Nice to have

• Experience with enterprise healthcare organizations (insurers, providers, hospital networks, public health systems)
• Working knowledge of HL7/FHIR or healthcare interoperability
• German language skills
• Experience with Jira, Miro, Confluence, or similar tools