Client Experience Manager

ChartSpan Medical Technologies; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

ChartSpan Medical Technologies seeks a Client Experience Manager to drive end-to-end deployment of its Remote Patient Monitoring platform within client EHR environments, with emphasis on Epic and Cerner integrations. You will serve as the primary technical contact during onboarding and manage all implementation phases from kick-off to go-live.

You will own post-launch client relationships, conduct regular strategic reviews, and identify new opportunities to expand platform adoption and health

Qualifications

• Deep understanding of EHR architectures and HL7/FHIR fundamentals.
• Exceptional consultative skills with a track record of driving platform adoption and client satisfaction.
• Outstanding verbal and written communication skills.
• Proven ability to present technical concepts to clinical and executive audiences.
• Highly organized, detail-oriented, and adaptable in a fast-paced environment.

Responsibilities

• Lead the end-to-end deployment of the Remote Patient Monitoring platform within client EHR environments (Epic/Cerner).
• Serve as primary technical point-of-contact during onboarding and coordinate cross-functional teams.
• Manage all implementation phases from kick-off to go-live and hand-off.
• Troubleshoot complex integration issues with Technical Support Engineers.
• Onboard and train users; expand use of Health IoT platform and data sources.
• Own post-launch client relationships, conduct strategic reviews, and mitigate churn.

Skills

EHR architectures

HL7/FHIR fundamentals

SaaS deployment

Consultative selling

Client relationship management

Clear communication

Job description

The Client Experience Manager is responsible for the end-to-end deployment of the Company’s products and nurtures 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.

Responsibilities:

Implementation & Technical Expertise:

• 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
• Strategic Client Experience:
• 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

Training & Enablement:

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

Requirements

Qualifications:

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