Prospyr Medical

Implementation Specialist

• Own customer implementations from Sales handoff through successful go-live
• Build and manage implementation plans, milestones, responsibilities, and timelines
• Coordinate customer and internal stakeholders throughout implementation projects
• Identify risks, dependencies, and blockers and drive them toward resolution
• Maintain clear communication about project status and next steps
• Guide customers through configuration of their Prospyr environment and translate existing workflows into Prospyr
• Coordinate setup for providers and staff, locations, scheduling, services and catalog, forms and consents, payments, patient communications, inventory, memberships, online booking, and integrations
• Validate configuration before go-live
• Coordinate data migration requirements, track migration progress, and validate readiness
• Coordinate third-party integrations and escalate technical blockers with documentation and business impact
• Coordinate and deliver role-based customer training
• Develop go-live readiness checklists and address knowledge gaps
• Provide support during the transition into live operations
• Identify implementation friction and improve Prospyr’s onboarding process
• Develop implementation templates, playbooks, checklists, documentation, and training resources
• Partner with Product and Engineering on recurring implementation blockers
• Help move repeatable onboarding activities toward scalable self-service experiences
• Create a clean transition to the CXM responsible for long-term customer success

Customer Support

• Serve as the primary point of contact for a portfolio of enterprise and strategic customers
• Build relationships with owners, executives, operators, and key stakeholders across customer organizations
• Develop a deep understanding of each customer's business model, goals, workflows, and growth plans
• Establish regular customer cadences including check-ins, business reviews, and strategic planning conversations
• Drive adoption of Prospyr across locations, providers, and teams
• Identify underutilized features and develop plans to increase adoption
• Help customers optimize workflows across scheduling, payments, communications, reporting, marketing, AI, and other Prospyr capabilities
• Connect customer objectives to measurable outcomes within the platform
• Proactively identify customer health and churn risks before they become escalations
• Develop and execute retention plans for at-risk enterprise customers
• Identify opportunities for additional products, locations, users, and services
• Partner with leadership and Sales on renewals and expansion opportunities
• Maintain clear visibility into account health, risks, opportunities, and next steps
• Represent the voice of enterprise customers internally
• Consolidate customer feedback and work with Product and Engineering to identify high-impact improvements
• Coordinate escalations across internal teams and maintain customer communication through resolution
• Help customers understand new releases and capabilities relevant to their business

Implementation Specialist

Customer Experience Manager, Enterprise