Director, Product Platform
First Stop Health
Onboarding Consultant
Trella Health
full-time
Posted on:
Origin: • 🇺🇸 United States • Pennsylvania, Tennessee
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Act as the primary point of contact for customers during onboarding, guiding them through each step and addressing any questions or challenges.
- Deliver a high-touch, "white glove" experience, setting a positive first impression and building a foundation for long-term customer satisfaction.
- Lead the end-to-end onboarding process for new customers, including implementation, workflow analysis, configuration, and training.
- Consult with customers on best practices and use cases to ensure Trella Health’s solutions are fully embedded into their daily workflows and business objectives.
- Develop and deliver role-based training sessions tailored to customer needs, including technical platform usage, process optimization, and change management strategies.
- Track and measure onboarding engagement, adoption, and usage metrics, proactively addressing any challenges and reinforcing best practices.
- Build and maintain strong, trusted relationships with customers, serving as their advocate and ensuring a smooth handoff to the Customer Success team.
- Continuously seek ways to improve onboarding processes, training content, and delivery methods to drive customer outcomes and satisfaction.
Requirements
- 3+ years of experience in onboarding, implementation, or training roles in healthcare, health tech, EHR systems, or healthcare analytics/claims-based products.
- Proven project management experience, with the ability to lead complex, multi-stakeholder customer projects to completion on time and within scope.
- Healthcare IT training experience, including designing and delivering training to clinical and operational users across different roles and skill levels.
- A consultative, customer-first mindset: you listen, understand business goals, and guide customers to success by aligning product use to their strategic outcomes.
- Excellent people and communication skills—you build trust quickly, collaborate effectively, and can adapt your communication to technical and non-technical audiences.
- Ability to translate data-driven insights and platform features into meaningful business outcomes for customers.
- Strong problem-solving skills with the ability to manage customer expectations, resolve issues, and maintain momentum during challenging implementations.
- Comfort with technology, virtual collaboration tools, and delivering virtual training sessions.
