Impruvon Health

Clinical Specialist

• Engage directly with customers to provide clinical and operational guidance, helping bridge the gap between product education and real-life workflows
• Partner with the Customer Experience team during implementation, onboarding, and ongoing support to ensure best practices are reflected in how customers configure and use the platform
• Support CSMs and customers in troubleshooting workflow questions, medication management practices, and documentation practices tied to platform use
• Help customers connect platform capabilities to measurable operational and compliance outcomes, reinforcing the value of the partnership
• Build trusted relationships with customer-side clinical and program leaders (e.g., Directors of Nursing, Medical Coordinators, Residential Directors) as a peer and subject matter expert
• Identify and document workflow gaps, edge cases, and recurring customer feedback; report directly to the Director of Nursing, who carries it into product and clinical strategy discussions
• Support Sales on a case-by-case basis, particularly for deals with meaningful clinical complexity
• Directly inform product development by giving the Director of Nursing a comprehensive view of customer feedback

Clinical Specialist – Residential & Outpatient Care

System Administrator

• Create and maintain permission sets, roles, and groups across our internal systems (e.g., Google Workspace, Slack, HubSpot, Atlassian, etc)
• Handle day-to-day user provisioning and deprovisioning as employees join, change roles, or leave
• Assist with periodic access reviews under the direction of Operations leadership
• Follow established access policies to keep permissions accurate and up to date
• Apply least-privilege principles and support basic HIPAA technical safeguards when provisioning or reviewing system access
• Set up and configure internal systems (e.g., Google Workspace, Slack, HubSpot, Atlassian, etc) to support integrations, automations, and workflow design
• Meet with departments to understand what they need from a system and gather requirements
• Make the requested changes based on that discovery, testing to confirm the change works as expected
• Escalate more complex configuration needs to the appropriate technical resource
• Maintain clear, current documentation of system configurations, access policies, and administrative procedures
• Write how-to guides so internal teams can self-serve on common tasks
• Keep a record of changes made and why, so the team has a reliable reference over time
• Serve as the first point of contact for day-to-day system access and configuration questions
• Troubleshoot and resolve issues as they come in
• Work with vendor support to escalate and resolve problems that require outside help
• Keep track of recurring issues and flag patterns
• Work with departments across the company to understand and support their systems configuration and workflow needs
• Help internal teams understand how to use the systems they rely on
• Communicate status and timelines clearly when working a request or issue

Systems Administrator

Pharmacist

• Support integration delivery for customers and partners
• Conduct technical discovery sessions with stakeholders (customers, PMS vendors, and pharmacies)
• Translate business and technical needs into structured requirements, data mappings, and test plans
• Collaborate with Engineering on implementation plans and testing workflows
• Monitor integration timelines, risks, and deliverables to ensure successful and compliant launches
• Serve as the day-to-day technical liaison for pharmacy and technology partners
• Translate technical information into actionable items for internal teams and external stakeholders
• Maintain clear documentation of integration decisions, changes, and partner specifications
• Maintain structured documentation for all integration flows, schemas, validation protocols, and escalation processes
• Contribute to building scalable integration frameworks, including standardized workflows and governance models
• Partner with Engineering to improve visibility into integration health (error rates, throughput, schema issues)
• Assist in triaging and resolving integration issues quickly and accurately
• Track metrics and help reduce integration-related escalations or delays
• Work closely with Product, Customer Experience, Support, and Engineering to ensure integrations improve workflows and outcomes
• Help internal teams understand integration workflows, expectations, and responsibilities

Pharmacy Integrations Manager

Community Manager

• Ideate, plan, and successfully execute end user community events including best practices webinars, customer spotlight presentations, panel discussions, and role-based education sessions.
• Ideate, plan, and successfully execute prospect facing events including thought leadership webinars, panel discussions, trade show / conference events.
• Own the unified event calendar across community, trade show, and webinar programming, setting cadence, identifying topics, securing speakers, and managing logistics end to end.
• Source and prepare customer speakers and panelists, partnering with CSMs to identify strong candidates and coach them through content preparation.
• Manage all event promotion, registration, and attendance — partnering with Marketing on outreach strategy and creative assets.
• Facilitate live events confidently and professionally, serving as host and moderator for virtual and in-person sessions.
• Manage event lead attribution and follow-up, and track budget spend versus ROI with the VP of Marketing.
• Create, curate, and maintain a library of community content and resources, slide decks, session recaps, recordings, resource guides, newsletters, and post-event materials, organized by audience and topic for easy reuse.
• Develop content that reflects diverse customer segments: role-based (admin, staff, clinical, executive), topical (compliance, workforce, technology), and location-based audiences.
• Partner with Marketing to ensure community content is consistently on-brand and amplified through appropriate channels.
• Support the successful operation of the Advisory Council: meeting logistics, agendas, communications, follow-through on action items, and ensuring feedback reaches Product, CX, Marketing, and Leadership.
• Coordinate Advisory Council member recruitment, onboarding, and ongoing engagement, in partnership with the CCO.
• Prepare briefing documents, discussion materials, and recaps between sessions.
• Partner with Customer Success Managers to identify compelling customer stories and testimonials, flag adoption challenges worth addressing in community programming, and source speakers and subject matter experts.
• Collaborate with the Product team to incorporate roadmap updates, feature highlights, and product feedback loops into community programming.
• Partner with Marketing to keep community content on-brand and effectively amplified across company channels.
• Partner with Sales to hand off qualified event leads and align on trade show and target-account strategy.
• Collaborate with the Training Specialist to align community education programming with formal training initiatives and customer certification efforts.
• Develop and maintain the IMPACT Community strategy, including audience segmentation, programming mix, engagement model, growth targets, and national/regional event expansion.
• Identify and evaluate opportunities to highlight Impruvon's pharmacy and EHR partners within community programming.
• Build scalable community infrastructure including event templates, playbooks, speaker guides, and process documentation.

Product Operations

• Maintain visibility across active product initiatives, roadmap commitments, strategic projects, and major enhancements
• Track progress against roadmap objectives and help ensure product initiatives remain aligned with organizational priorities
• Identify risks, dependencies, competing priorities, and potential impacts to roadmap commitments
• Facilitate roadmap reviews, planning discussions, and roadmap updates in partnership with Product leadership
• Help ensure stakeholders have visibility into upcoming initiatives, timelines, and changes
• Support quarterly, annual, and strategic product planning activities
• Track progress against product goals, objectives, and key initiatives
• Help ensure product efforts remain aligned with company priorities and desired outcomes
• Assist in measuring initiative progress and reporting on roadmap execution
• Provide visibility into areas requiring attention, adjustment, or escalation
• Help develop and improve Product operating processes, planning frameworks, reporting structures, and governance practices
• Maintain planning artifacts, status reporting, dashboards, and product operations documentation
• Identify opportunities to improve efficiency, visibility, accountability, and collaboration
• Support continuous improvement of Product team processes and operating rhythms

Product Operations Manager

Customer Success Manager

• Serve as the dedicated CSM and primary point of contact for a single, high-complexity strategic partner organization spanning multiple providers and states, owning the full customer relationship across software and services.
• Manage relationships at every level of the customer organization, from executive sponsors and program leadership at the umbrella level to department leads, site administrators, and end user staff across each provider location.
• Lead and manage a complex, phased platform implementation spanning multiple provider organizations across multiple states, including:
• Multi-phase project planning, milestone tracking, and cross-functional coordination across internal teams (integrations, technical support, product) and customer stakeholders
• Site-by-site rollout planning and go-live sequencing across provider locations and states
• Platform configuration and customization across multiple sites and user groups
• Quality assurance (QA) and go-live readiness validation per site
• Training, onboarding, and adoption support for end users across all provider sites
• Go-live achievement and post-launch stabilization, ongoing optimization and support
• Own the commercial health of the account, including renewal, upsells, and expansion opportunities across the umbrella organization and its member providers.
• Lead executive engagement, including regular cadence calls, Executive Business Reviews (EBRs), data-driven success reporting, and product updates tailored to the umbrella organization and individual providers.
• Collaborate closely with product and integrations teams to advocate for the customer’s needs, surface feedback, and contribute to roadmap priorities informed by real-world use cases.
• Monitor and drive customer success outcomes including adoption, product utilization, customer health, satisfaction, and measurable ROI, using data to guide proactive interventions and strategic recommendations.
• Travel to customer sites across multiple states is required to support in-person training, go-live events, and executive relationship development. Frequency will vary based on implementation phase and customer needs. Estimated 25-40% during active implementation phases.
• Contribute to the scaled customer experience vision by sharing learnings from this strategic engagement to inform playbooks, processes, and best practices for the broader CX team.
• Document interactions, feature requests, and customer feedback to inform roadmap and product development.
• Represent Customer Success in executive-level engagements and strategic initiatives.

Customer Success Manager – Strategic Accounts

Product Specialist

• Work closely with Customer Success, Operations, customers, and internal stakeholders to understand product feedback, workflow challenges, and enhancement requests
• Document feature requests, bugs, workflows, and requirements clearly within Jira and related systems
• Assist with backlog refinement, prioritization discussions, and ticket organization
• Help define acceptance criteria and expected workflow behavior for new features and enhancements
• Partner closely with Product leadership and Subject Matter Experts to ensure feature requests align with customer needs and product strategy
• Serve as a day-to-day resource for Engineering by answering workflow, product behavior, and operational questions
• Participate regularly in engineering discussions, sprint activities, and product reviews
• Ensure requirements, edge cases, and workflow expectations are properly communicated during development
• Help identify gaps, inconsistencies, or risks during implementation
• Track bugs and feature requests through resolution to help ensure issues are properly communicated and nothing falls through the cracks
• Perform User Acceptance Testing (UAT) for new features, enhancements, and bug fixes
• Validate that delivered functionality aligns with documented requirements and real-world workflows
• Assist with release coordination, internal communication, and readiness activities across Customer Success and Operations teams
• Document testing outcomes, identified issues, and feedback for Engineering follow-up
• Develop deep expertise in Impruvon workflows, operational processes, and customer use cases
• Participate in customer discussions and workflow reviews to better understand operational needs and product fit
• Help evaluate the impact, reach, and urgency of feature requests and workflow enhancements
• Contribute to continuous product improvement through customer insight, workflow analysis, and operational feedback