Implementation Specialist

• Ensure the successful delivery of ancillary application implementations by working closely with customers, Implementation Project Managers, and internal teams
• Lead customer discovery sessions to gather, clarify, and document data migration requirements including current state, transformative work and loading
• Serve as the main point of contact, conducting meetings and providing updates throughout the onboarding process
• Own the full customer data migration lifecycle: source system analysis, data mapping, extraction, cleansing, transformation, loading, validation, and reconciliation
• Work with customers to profile legacy data, define mapping specifications, and resolve data quality issues prior to conversion
• Perform hands-on quality assurance testing after data migration, integrations, data moves or segmentation splits/combinations to ensure solutions meet defined requirements prior to go-live
• Establish repeatable AI implementation patterns, accelerators, and best practices for reuse across the Professional Services organization.

Senior Implementation Specialist

Account Manager

• Build, develop, and retain customer relationships to support a high-performance sales team
• Expand sales within existing accounts by identifying upsell and cross-sell opportunities
• Serve as the primary point of contact for assigned accounts, ensuring exceptional service and satisfaction
• Collaborate with Implementation Teams to optimize project success

Inside Account Manager

Product Manager

• Own the FSI product roadmap end-to-end, from discovery and prioritization through delivery and outcome measurement.
• Lead, mentor, and grow a team of product managers and product owners, setting clear expectations and fostering a culture of accountability and customer-centricity.
• Drive annual and quarterly product planning cycles, including roadmap reviews, prioritization frameworks, OKR setting, and release planning.
• Define and communicate product strategy that aligns with FSI’s company vision, competitive positioning, and go-to-market objectives.
• Translate customer feedback, market research, and competitive intelligence into clearly articulated product investments with measurable outcomes.
• Partner with Engineering leadership to ensure roadmap initiatives are properly scoped, sequenced, estimated, and delivered on schedule.
• Collaborate with Sales and Customer Success on deal support, customer escalations, and retention efforts that require product involvement.
• Represent the product organization in executive leadership discussions, board-level reporting, and cross-functional forums.
• Establish and continuously improve product development processes, tooling, and documentation standards across the team.
• Define and monitor product KPIs; use data to inform prioritization decisions and communicate progress to stakeholders.

Director of Product Management

• Works together with Product Managers to ensure backlog priorities reflect the broader product strategy, market needs, and customer feedback.
• Collaborates with the Product Manager to balance new feature development, technical debt, and customer-driven enhancements within each release.
• Provides Product Managers with ongoing visibility into team capacity, sprint progress, and emerging issues that may impact the roadmap.
• Be a missionary for our customers’ needs and challenges.
• Define the most impactful customer needs by developing relationships across a number of internal and external stakeholders.
• Develop and implement a prioritization framework to ensure we are building and shipping the most meaningful product.
• Produce product documentation and ensure the development organization has clear objectives.
• Review incoming support tickets and define bug resolution steps, working with engineering teams to prioritize and deliver key functionality to clients.
• Use an effective combination of research, data, and product intuition to make timely decisions.
• Champion the integration of AI-driven design principles across the product suite, ensuring AI focused workflows are presented through intuitive, accessible user interfaces.
• Participate in user research and usability testing to validate that features improve task efficiency without introducing user confusion or over-reliance.
• Ensure product features and data handling practices adhere to relevant healthcare compliance frameworks, including HIPAA, SOC 2, and applicable state regulations, working closely with Legal, Security, and Engineering.
• Support the development of self-serve onboarding flows, in-app guidance, and product-led growth (PLG) mechanisms that reduce time-to-value and lower implementation overhead for enterprise customers.

Senior Implementation Specialist

Inside Account Manager

Director of Product Management

Product Owner