MediSpend

Implementation Specialist

• Develop and maintain project plans, goals, and deliverables that support business goals in collaboration with management
• Implement technical solutions by managing, leading, and performing hands-on configuration
• Responsible for overall coordination and stability of technical software development, infrastructure, and implementation work efforts from initiation through delivery
• Critical liaison between the MMIS development team and clients ensuring all milestones and technical project requirements are achieved on schedule and surpassing client expectations
• Create and maintain a knowledge base of client’s processes and the technical solutions needed to support these
• Effectively communicate updates and project expectations to team members and management in a timely and clear fashion
• Identify and manage project dependencies and critical path
• Plan, track and schedule project timelines, and budget accordingly
• Diagnose client issues and escalate to development team
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans
• Frequently conduct client product trainings and be available for support
• Build, develop, and grow client relationships
• Review modifications made by development team and form quality assurance and user acceptance testing
• Provide cross-functional support to the Customer Success and Managed Services teams, contributing to customer support delivery, data management and remediation, and report generation based on workload and customer needs
• Act as the primary customer liaison post-implementation, ensuring effective product adoption and utilization while addressing support tickets, regulatory inquiries, and operational requests in alignment with workload and customer priorities

Implementation Manager

Compliance

• Accountable for the accuracy of product content
• Accountable for ensuring customer needs are met promptly and with exceptional quality of service
• Accountable for maintaining internal team knowledge on assigned area(s)
• Assist in locating, monitoring, and tracking federal, state and international legislation and regulatory proceedings related to life sciences marketing and sales compliance
• Perform quality control of product content
• With guidance from senior personnel, contact various state legislatures, agencies, and professional licensing boards
• Perform factual, legal and regulatory research, in subject areas like life science compliance, transparency, life science manufacturer and distributor licensing, healthcare regulations, FDA, OIG, healthcare provider prescriptive authority, expense limitations/prohibitions, data privacy and anti-bribery
• Participate in compliance services projects, including and not limited to compliance assessments, policy drafting and training modules and presentations
• Prep materials for, and participate in, quarterly business reviews with customers
• Coordinate with customers to distribute and complete appropriate discovery questionnaires, analyze and communicate assessment results, outline next steps for customer, and track project milestones through to completion
• Assist in preparation for industry conferences and presentations
• Collaborate with team members to assist with the delivery of premium customer service
• Draft general correspondence, protocols, and status updates
• Develop strong project management and organizational skills through real-world client and product initiatives.
• Proficiency in all applicable computer and web-based programs and standard office equipment
• Develop an increasing understanding of assigned subject matter and eventually become subject matter expert in assigned area(s)
• Develop ability to translate regulatory and compliance research into practical strategies for customers and product features
• Perform other work-related duties as assigned

Compliance Analyst

Customer Success Manager

• Build, develop and maintain strong relationships with Clients to ensure long-term growth and sustainability of accounts
• Responsible for regular check-ins with clients by way of standard check-ins, strategic business meetings (es: QBRs) with key stakeholders, and as an escalation point for client-requested meetings as they arise
• Serve as the primary point of contact for all tasks related to products and offerings
• Serve as the primary point of escalation for issues or activities that the Client encounters during product utilization and expedites the resolution where possible
• Become a MediSpend software expert, brand ambassador and guru in every engagement with our customers
• Responsible for client ARR and eliminating and mitigating churn within the organization
• Provide technical, onboarding and training support to customers with the goal to keep customers satisfied with the business’s products
• Help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business plans
• The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of MediSpend so customers are encouraged to continue using and expanding the use of our products and services by identifying and capitalizing on growth opportunities and/or revenue generating opportunities within client accounts
• Participate and assist in client advisory boards, focus groups, product roadmap planning and marketing initiatives
• Assist Director of Client Success in analysis, development of initiatives, tracking and reporting on activities and health of customers
• Assist Senior Customer Success Manager with MMIS workflow and Customer Success process improvement initiatives, to design and implement proactive outreach models and survey design and implementation
• Interface with all teams including Sales, Finance, Solutions Consultation, Marketing, Research and Development, Product Development, Implementation and Customer Support
• Complete special projects as assigned relating to organizational initiatives

Artificial Intelligence

• Define and own the AI roadmap across all products in collaboration with Engineering, Product, and Business stakeholders.
• Identify, evaluate, and prioritize AI/ML use cases that drive measurable business value.
• Guide design and implementation of AI-powered features, ensuring scalability, security, and ethical considerations.
• Partner with Data Engineering and Product teams to ensure the right data pipelines and infrastructure are in place to support AI initiatives.
• Act as a thought leader in innovation — continuously scanning the horizon for new tools, frameworks, and emerging technologies (AI, automation, GenAI, NLP, analytics, cloud-native, etc.).
• Run innovation workshops and hackathons with engineering and product teams to surface and validate new ideas.
• Drive proof-of-concepts (POCs) and pilots, converting promising ideas into production-ready features.
• Build partnerships with external vendors, research organizations, or startups to explore and integrate new solutions.
• Work closely with Product Management to align AI initiatives with customer needs and product strategy.
• Partner with Engineering teams to integrate AI models and tools into existing architectures.
• Collaborate with Security, Compliance, and Legal to ensure AI/ML implementations meet regulatory and ethical standards.
• Evangelize innovation and AI opportunities across the organization, acting as a bridge between technical and business stakeholders.

Implementation Manager

Compliance Analyst

Customer Success Manager

Director, AI and Innovation