CentralReach

Implementation Specialist

• Lead the end-to-end implementation process, including project planning, requirements gathering, system configuration, testing, training, and go-live support
• Develop and maintain project plans, timelines, and status reports to track progress and ensure adherence to deadlines
• Ensure all project deliverables meet quality, industry, and regulatory standards, as well as customer expectations
• Facilitate project meetings and oversee data management, integrations, and post-implementation support
• Implement integrations between our SaaS platform and other third-party systems, where applicable
• Lead moderately complex product configurations and customizations as part of larger projects
• Conduct system configuration based on customer requirements, ensuring optimal setup and customization
• Coordinate and deliver training sessions and materials, ensuring users are equipped to utilize the system effectively
• Act as a subject matter expert on EMR software, staying current with product updates and enhancements
• Participate in quality assurance activities and identify continuous improvements in processes, tools, and resources
• Lead cross-functional teams, managing dependencies and integration points for successful project outcomes
• Mentor junior team members on best practices for configuration and customization
• Understand and document customer business processes, providing feedback to product development teams

Implementation Manager

DevOps Engineer

• Responsible for availability, latency, performance, efficiency, monitoring/observability, emergency response, and capacity planning
• Set and maintain SLOs, SLIs, Error Budgets and create dashboards
• Analyze, troubleshoot and resolve operational challenges contributing to defined SLOs
• Manage site stability, performance, reliability, and maintain uptime for production environments
• Develop a fully automated multi-environment observability stack and extend it to predict capacity needs
• Automate to reduce toil and increase development velocity
• Provide application-specific production support, incident management, change management, problem management, RCAs, and service restoration
• Identify architecture changes for reliability, performance, and availability using a data-driven approach
• Document run books and standard operating procedures
• Collaborate with software development teams on release management and operational readiness
• Implement reliability and observability tools (New Relic, Prometheus, Grafana, etc.)

Senior Site Reliability Engineer

Support Engineer

• Manage a team of Technical Support Engineers providing support to existing CR’s clients
• Hire, coach, support and develop talent within the team; manage employees’ growth and career trajectory and scale the team by sharing opportunities for increased effectiveness and efficiency while also identifying the key barriers for success
• Develop and manage ticket queues and escalation paths - ensure SLA’s are adhered to, and key KPIs and metrics
• Assist the team in troubleshooting escalated issues in real-time
• Implement and maintain a Coaching and Development cadence
• Create operational framework that is repeatable and scalable
• Serve as a key stakeholder, working with cross functional teams to build out relevant help resources and internal documentation
• Drive bug resolutions, requirements and feature requests with Product and Engineering
• Create a customer-centric culture focused on finding solutions and creating raving fans
• Scale support to facilitate CR’s growth in clients, geographies and capabilities
• Develop a thorough understanding of CR’s product and customer needs, ensuring the team is trained and enabled to support these both current and future
• Work continuously with the team to ideate, build and scale new ways of thinking / approaches to raise the bar in terms of the value we are bringing to our customers

Technical Support Manager

Customer Support

• CentralReach is a provider of autism and IDD care software for ABA, multidisciplinary therapy, and special education
• Consult with customers to handle inquiries and troubleshoot user training and technical issues with CR products
• Address customer issues promptly and with a positive attitude via phone, email, and internal support system
• Conduct technical product research and provide accurate product/service information
• Accurately document and update customer records based on interactions
• Develop and maintain a knowledge base of evolving products and services
• Meet targets for response time, resolution time, and customer satisfaction
• Hybrid role based in Ft. Lauderdale, FL or Holmdel, NJ (onsite Tue–Thu; remote Mon/Fri)

Implementation Manager

Senior Site Reliability Engineer

Technical Support Manager

Customer Support Specialist, Software