Heidi Health

Solutions Engineer

• Own the health of Heidi's strategic enterprise accounts (BILH, Franciscan, and others), including building and maintaining account health dashboards.
• Respond to session-loss and integration incidents against a sub-2-hour initial response target, and help define realistic SLAs across incident severities.
• Identify recurring failure patterns and drive the architectural improvements that fix root causes — not repeated surface-level patches.
• Build systems that live inside clinical workflows: shape how Heidi integrates with the EHRs that run American healthcare, so integrations feel native rather than bolted on.
• Turn clinical and billing complexity — payer constraints, compliance requirements, health-system-specific rules — into systems that absorb that complexity so clinicians never see it.
• Write clean, testable, observable code for workflows that clinicians, operators, and downstream systems depend on.
• Own outcomes, not just code: care whether what you build actually reduces churn risk and improves account health, not just whether it technically works.
• Ship agentic workflow functionality — AI-assisted extraction, reconciliation, and drafting — with human review, auditability, and clear controls.
• Partner closely with the GTM and Enterprise account teams during US business hours, since our largest customers depend on real-time coverage rather than a 24-hour turnaround.
• Operate independently while looping in the NA Regional Integration TL on roadmap, prioritization, and cross-initiative dependencies.

Senior Integrations Engineer

Operations

• Support bid qualification and help develop clear bid plans, timelines, and responsibilities
• Support the preparation, coordination, and submission of public sector tenders, panel applications, and RFx responses across AU health markets
• Continuously monitor tender portals and online sources for new open tenders relevant to Heidi, and flag opportunities to the team
• Help draft and refine response content that speaks to health system priorities and scoring criteria
• Help coordinate inputs from subject-matter experts (clinical, technical, legal, commercial) into bid responses
• Support internal reviews, keep version control tidy, and help get polished submissions in on time and up to compliance, governance, and quality standards
• Track tender timelines, deliverables, and internal review checkpoints across multiple simultaneous bids
• Assist with completing customer security questionnaires and vendor assessment documentation
• Support drafting of strategic positioning statements and supporting artefacts for tenders
• Sit in on post-bid reviews, capturing scores, feedback, and lessons learned to sharpen our bid approach over time
• Maintain and improve tender response playbooks, reusable content libraries, and bid templates
• Maintain the market penetration map and TAM/market coverage data for the AU enterprise market
• Support territory planning and account mapping — keeping account and coverage data current and actionable
• Maintain competitive positioning documents and monitor key competitor developments
• Support research into new market and expansion opportunities
• Help build and maintain sales enablement assets (competitive positioning docs, conference playbooks, presentation content)
• Support customer case study development — sourcing, drafting, and coordinating reviews with marketing
• Own pipeline and CRM hygiene — creating and qualifying deal records in HubSpot, maintaining quarterly deal trackers, cleaning up reports and dashboards, and building/enriching outbound contact lists
• Run recurring team reporting — compiling weekly enterprise reports and summaries for leadership syncs, and keeping account plans and deal notes current for priority accounts
• Support logistics and content for enterprise events
• Maintain case studies, pricing models, and business case templates with current data
• Support deal owners with research, document preparation, and follow-ups across active enterprise deals
• Help prepare commercial and technical artefacts for enterprise opportunities (solution overviews, supporting documentation)
• Help systematise repeatable processes — checklists, knowledge bases, and workflows for tenders and enterprise deals
• Contribute to internal automation initiatives

Enterprise Ops, Bid Support Intern

Product Operations

• Own product and revenue outcomes for a portfolio of health system accounts
• Go on-site with customers, observe workflows, and produce specs for discrete capabilities that Heidi can build and bill for
• Make build-vs-configure trade-offs for every engagement
• Own sprint delivery for your accounts: prioritise work, unblock engineers, make daily trade-off decisions between speed and reusability
• Build extensible product so what you ship for one account becomes a configurable module for the next
• Partner with your commercial counterpart to prioritise across accounts, negotiate scope, and manage customer expectations
• Connect field signal back to core product: attend rituals, surface learnings, advocate for shared investment when you see the same pattern repeating
• Drive adoption within customer accounts until clinicians use it daily
• Navigate compliance and regulatory requirements as product constraints

Product Manager, Health Systems

Account Executive

• Own and close a defined book of Mid-Market opportunities across the US healthcare market
• Run full-cycle sales processes from discovery to close, including multi-stakeholder and executive-level deals
• Partner closely with BDRs to convert high-quality leads into vertical building opportunities and closed revenue
• Conduct deep discovery to understand clinical workflows, operational constraints, incentives, and hidden pain points
• Deconstruct complex clinical and operational processes to clearly articulate where Heidi creates leverage and ROI
• Deliver sharp, compelling product demos and presentations tailored to specific customer use cases
• Build and manage a healthy pipeline using a mix of outbound, inbound, and product-led signals
• Navigate procurement, legal, and security conversations with confidence and precision
• Collaborate tightly with Product, Marketing, Operations, and Customer Success to drive deal momentum and successful handoffs
• Continuously refine messaging, positioning, and deal strategy to out-execute incumbents and outperform the market

Account Executive, Mid-Market

Technical Program Manager

• Own product strategy and roadmap for Heidi’s integrations surface — the framework, the marketplace, and the individual EMR and non-EMR connectors — setting clear goals and being held accountable to achieving them
• Decide which integrations to build, which to deepen, and which to deprecate, balancing customer demand, regional pull and engineering cost
• Serve as the central integration layer for Heidi’s product lines — when Scribe, Comms or Evidence needs to connect to an external system, the path runs through you
• Own the Integration Marketplace as a single experience across Scribe, Comms and Evidence — including discoverability, multi-player setup and the closed loop on integration requests from growth
• Drive the migration to the new integration framework so every connector benefits from shared infrastructure: sectional notes write-back, error handling, analytics instrumentation, multi-tenancy
• Translate messy EMR realities — HL7 ADT messages, FHIR resources, Athena shell accounts, Cerner addendum behaviour, MEDITECH Expanse approval pathways, Best Practice workflows — into product specs engineering can build against
• Set the standard for integration quality and reliability — error handling, write-back confirmations, latency, recovery from upstream failures — and be accountable to it
• Be the connective tissue between US, UK and APAC regional teams: absorbing their competing priorities and translating them into a coherent platform roadmap rather than a queue of one-offs
• Work directly with EHR partners, integration engines and platform teams to stay ahead of API changes and certification requirements
• Connect field signal back to the framework: when the same gap shows up across three accounts or three regions, consolidate it into a platform fix instead of three bespoke ones
• Expand integrations beyond EMRs — document stores (SharePoint, GDrive, OneDrive), clinical and drug references, scheduling systems, secure messaging — wherever clinicians already work.

Technical Program Manager – Integrations

Customer Support

• Act as the first point of contact for customer queries via chat, email, and phone, providing timely, professional, and reassuring support.
• Develop a strong understanding of how Heidi works and how customers use it in real-world clinical contexts, enabling accurate and relevant guidance.
• Manage customer support cases from first contact through investigation, resolution, or through cross-functional escalation, ensuring issues progress efficiently and effectively.
• Deliver clear, calm, and empathetic communication, particularly when customers are frustrated, uncertain, or working in time-sensitive clinical environments.
• Diagnose and troubleshoot product or usage issues using structured thinking and sound judgment, balancing speed, accuracy, and care.
• Follow established support processes and SOPs, applying judgment in edge cases to ensure safe, consistent, and high-quality customer outcomes.
• Efficiently escalate complex or technical issues with clear context, documentation, and reproduction steps, transferring ownership to enable timely resolution.
• Contribute to continuous improvement by reviewing resolved cases, identifying recurring questions, sharing insights with internal teams.

Customer Support Agent

Medical Director

• Enterprise Health System Engagement — Build executive relationships across major IDNs, AMCs, and specialty health systems, and drive enterprise evaluations through clinical governance and procurement pathways.
• Strategic Market Leadership — Shape Heidi's US clinical strategy and track health policy developments (CMS, HIPAA, ONC/TEFCA, AI guidance) to inform commercial direction.
• Thought Leadership & National Presence — Represent Heidi at major industry and specialty conferences (HIMSS, HLTH, JPM Healthcare, and more) and publish clinical content that builds national credibility.
• Commercial Impact — Actively originate and support enterprise deals, arming health system buyers with clinical narratives, ROI frameworks, and procurement-ready materials.
• Clinical Advisory Council — Co-own the US Clinical Advisory Council and manage Heidi's specialty advisor network across Urology, Orthopaedics, Cardiology, and Primary Care.
• Product & Workflow Influence — Guide US-specific EHR workflow configuration (Epic, Oracle Health, Athenahealth) and translate regulatory requirements into product specs.

Clinical Director

Customer Success Manager

• Be the strategic partner for a portfolio of Heidi’s customers, ensuring they achieve measurable success and realise value.
• Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.
• Track and improve metrics along customer journey like time-to-first-value and early activation.
• Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.
• Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.
• Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.
• Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact.
• Collaborate with product, engineering, and support teams to ensure a smooth customer experience.
• Gather and share insights to influence product development and feature prioritisation.

Analyst

• Identify, research, and prospect potential customers and formulate go-to-market strategies
• Execute inbound and outbound campaigns using a mix of calls, emails, social selling, and product-led signals to qualify leads.
• Schedule high-quality meetings and product demonstrations for Account Executives, ensuring smooth handoff of qualified opportunities.
• Own and manage end-to-end sales cycles for small SMB customers, from initial outreach through to closing deals.
• Maintain accurate records in HubSpot CRM, manage and optimise sales pipelines, and consistently meet targets for qualified leads generated.
• Collaborate closely with Account Executives, Marketing, Product, Operations, and Customer Success teams to streamline sales strategies and market positioning.
• Stay updated on market trends, competitor activities, and evolving customer needs to identify new opportunities.

Commercial Analyst

• Own and close a defined book of Enterprise opportunities across the US healthcare market
• Run full-cycle sales processes from discovery to close, including multi-stakeholder and executive-level deals
• Partner closely with SDRs and BDRs to convert high-quality leads into vertical building opportunities and closed revenue
• Conduct deep discovery to understand clinical workflows, operational constraints, incentives, and hidden pain points
• Deconstruct complex clinical and operational processes to clearly articulate where Heidi creates leverage and ROI
• Deliver sharp, compelling product demos and presentations tailored to specific customer use cases
• Build and manage a healthy pipeline using a mix of outbound, inbound, and product-led signals
• Navigate procurement, legal, and security conversations with confidence and precision
• Collaborate tightly with Product, Marketing, Operations, and Customer Success to drive deal momentum and successful handoffs
• Continuously refine messaging, positioning, and deal strategy to out-execute incumbents and outperform the market

Account Executive – Enterprise

Support Engineer

• Own and resolve complex technical support cases across Heidi’s core product areas, including notes, transcription, sessions, audio performance, integrations, login/authentication, documents, Evidence, and new product surfaces as they launch.
• Diagnose issues across web, desktop, and mobile platforms using tools such as Chrome DevTools, application logs, OS and browser permission checks, audio input settings, and network traces.
• Troubleshoot authentication, SSO, and integration issues involving SAML, OAuth 2.0, OpenID Connect, Microsoft Entra ID, Okta, APIs, webhooks, and Postman.
• Investigate audio and transcription quality issues, helping clinicians resolve microphone setup, device configuration, browser behaviour, environmental noise, session integrity, and telehealth-related capture issues.
• Understand Heidi’s AI workflow from audio capture to transcription and generated notes, and clearly explain whether an issue relates to audio quality, configuration, or model behaviour.
• Manage your own support backlog with discipline, keeping cases moving, setting clear expectations, and escalating to Support Engineering when deeper investigation is needed.
• Write clear, precise, and human customer communications across Intercom, Slack, Zoom, and Loom, with the level of care expected in a clinical context.
• Create clear internal escalation notes with the right context, evidence, reproduction steps, logs, and a specific hypothesis about the issue.
• Contribute to continuous improvement by improving knowledge base content, surfacing recurring issue patterns, sharing product feedback, and using AI tools to improve support quality and documentation.

Technical Support Specialist

• Lead and grow the team
• Lead, coach, and develop a team of support engineers; set a high standard for investigation rigour and customer communication.
• Run the team's operating rhythm: queue triage, standups, case reviews, escalations and 1:1s.
• Recruit, onboard, and ramp new support engineers as the function scales across regions.
• Provide on-the-spot coaching during live incidents and complex escalations.
• Own support engineering operations
• Own queue health and SLAs across L2 support; ensure timely, high-quality resolution of customer-reported issues.
• Track and report key metrics (response/resolution times, escalation and reopen rates, root-cause categories) and turn them into action.
• Handle the most complex or sensitive technical escalations personally.
• Triage customer reports into well-scoped tickets with clear reproduction steps, evidence, and impact for core Engineering.
• Investigate and resolve hard technical issues
• Root-cause customer issues across the stack using logs, traces, and observability (e.g. Datadog), session data, and the codebase.
• Ship pragmatic data fixes and tightly-scoped code fixes where appropriate, and partner with Engineering to land deeper fixes.
• Use and extend internal tooling to resolve issues safely at scale via permissioned access to internal data and actions.
• Turn signal into durable improvement
• Spot recurring issues and product pain points; codify "tribal knowledge" into runbooks, checks, and self-serve internal interfaces.
• Drive systemic fixes — feed clear, prioritised signals into Product and Engineering and follow them through to resolution.
• Maintain and improve internal and customer-facing support content based on real ticket trends.

Team Lead, Support Engineer

• Own and close a defined book of business across the Quebec - Maritime healthcare market
• Run full-cycle sales processes from discovery to close, including multi-stakeholder and executive-level deals
• Partner closely with SDRs and BDRs to convert high-quality leads into vertical building opportunities and closed revenue
• Conduct deep discovery to understand clinical workflows, operational constraints, incentives, and hidden pain points
• Deconstruct complex clinical and operational processes to clearly articulate where Heidi creates leverage and ROI
• Deliver sharp, compelling product demos and presentations tailored to specific customer use cases
• Build and manage a healthy pipeline using a mix of outbound, inbound, and product-led signals
• Navigate procurement, legal, and security conversations with confidence and precision
• Collaborate tightly with Product, Marketing, Operations, and Customer Success to drive deal momentum and successful handoffs
• Continuously refine messaging, positioning, and deal strategy to out-execute incumbents and outperform the market

Sales

• Manage and develop a team of 8–12 AEs and Sales Associates across Canada
• Own the Canadian sales number
• Build and execute a national go-to-market strategy
• Partner with Marketing to align on pipeline targets
• Work with Government Affairs on provincial digital health initiatives
• Collaborate with Customer Success to ensure smooth handoffs
• Own the sales playbook for Canada
• Sit at the leadership table alongside the General Manager, Canada
• Spend real time building relationships with enterprise and health system buyers

Director of Sales

• Own and close a defined book of business across the Canadian healthcare market
• Run full-cycle sales processes from discovery to close, including multi-stakeholder and executive-level deals
• Partner closely with SDRs and BDRs to convert high-quality leads into vertical building opportunities and closed revenue
• Conduct deep discovery to understand clinical workflows, operational constraints, incentives, and hidden pain points
• Deconstruct complex clinical and operational processes to clearly articulate where Heidi creates leverage and ROI
• Deliver sharp, compelling product demos and presentations tailored to specific customer use cases
• Build and manage a healthy pipeline using a mix of outbound, inbound, and product-led signals
• Navigate procurement, legal, and security conversations with confidence and precision
• Collaborate tightly with Product, Marketing, Operations, and Customer Success to drive deal momentum and successful handoffs
• Continuously refine messaging, positioning, and deal strategy to out-execute incumbents and outperform the market