Technical Onboarding Manager

Job Responsibilities:

• Partner with customers from contract assignment through their onboarding experience

• Manage multiple customers and projects at different stages in their onboarding journey with different levels of urgency

• Act as a trusted collaborator with the customer to prepare technically and operationally for ideal integration outcomes

• Guide customers through training and troubleshooting as they develop against our API

• Partner with customers as they prepare operationally and create documentation for integrations. Also help them understand how to use the Redox tools optimally

• Work with our customers and their customers to guide them through integrating with their first site

• Collaborate internally to manage customer onboarding, success plan, and escalations

• Maintain internal documentation relating to customers and processes

• Create onboarding collateral for use through our learning management system

• Keep up to date with product enhancements and how to teach customers to use them

• Monitor industry trends and how they impact our customers

Required Skills & Experience:

• 5+ years of experience in a technical, client-facing role, preferably within Healthcare IT, EHR implementation, or a related SaaS industry

• Hands-on experience with key healthcare integration standards and data formats (e.g., HL7v2, FHIR, X12, C-CDA) and familiarity with modern APIs

• Deep understanding of clinical workflows and direct experience working with Electronic Health Record (EHR) systems

• Demonstrated experience working directly with customers to understand their business needs and translate them into technical solutions

• Exceptional analytical and problem-solving skills, with a proven ability to deconstruct and troubleshoot complex technical challenges

• Proven success managing a portfolio of multiple, concurrent software projects from start to finish

• A self-driven work ethic and a demonstrated ability to operate with a high degree of autonomy and initiative

• Proficiency with AI tools and demonstrated ability to use AI effectively to enhance productivity and decision-making

Who You'll Be Engaging With:

• Healthcare IT teams and clinical staff at customer organizations

• Health systems and provider organizations implementing Redox integrations

• Cross-functional Redox teams including Product, Support, and Sales

• External healthcare partners and vendors

Nice to Have:

• Demonstrated experience with expanding customers and building franchises

• Direct experience with one or more healthcare interface engines (e.g., Mirth Connect, Rhapsody, Corepoint, Cloverleaf)

• Experience acting as a mentor or subject matter expert on a project team, guiding colleagues and influencing cross-functional partners

• Previous experience thriving in the dynamic environment of a high-growth, scaling technology company