We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day.
We’re doing diagnostics differently, with a portfolio of brands tailored to both patients and providers, all backed by our world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers.
We’re looking for a Senior Customer Experience and Implementation Manager at an exciting time. We’ve successfully launched multiple platforms and products, raised over $70m in VC funding, reached profitability, and have a growth trajectory of over 100% YoY.
WHAT YOU WILL BE GETTING INVOLVED IN:
As the Senior Customer Experience & Implementation Manager, you will be a customer-facing operations leader, an implementation expert, and a strong internal advocate for our users. This role is pivotal in driving customer adoption and satisfaction by overseeing the implementation of key accounts, leading supply-side integrations, and ensuring seamless use of our platforms. You will report to the VP of Operations. You will play a critical, cross-functional role in understanding and improving every step of our customers' journey, from initial onboarding to continued use of our services.
As a scale-up business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in:
- Leading the implementation and onboarding for new demand-side accounts, ensuring they can submit electronic orders and use all platform features.
- Serving as the primary project manager for supply-side integration initiatives, from scoping and planning to execution, in partnership with our internal technical teams and external vendors.
- Troubleshooting complex customer issues by coordinating with our Product, Engineering, Operations, and Sales teams to find root causes and deliver timely solutions.
- Acting as the voice of the customer internally by identifying trends and advocating for their needs with various stakeholders.
- Developing and documenting standard processes and best practices to improve customer experience and reduce repeat issues.
- Analyzing implementation and support metrics to identify opportunities to enhance our onboarding and adoption processes.
- Preparing for future leadership responsibilities, mentoring peers, and contributing to developing our growing Customer Success team.
THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR ARE:
- Successfully led the implementation and onboarding of at least five major demand-side accounts, ensuring they are fully enabled and actively using our platform.
- Reduce the average time from contract signing to a successful first electronic order for key accounts by 25% by streamlining and optimizing the onboarding process.
- Launch and successfully transition three supply-side integration projects, ensuring a smooth go-live and a seamless handoff to the Operations team.
- Create and document a formal process for troubleshooting complex customer issues that reduces average resolution time by 30%.
- Establish yourself as a trusted internal partner and the definitive "voice of the customer," regularly presenting key insights and customer feedback to the Product and Engineering teams.
WHAT YOU MIGHT BRING TO THE TABLE:
You don't need to tick all the boxes to apply for this role. Whether it's your first or fifth role, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value:
- You have a proven track record of managing customer-facing projects or technology implementations, including handling integrations and go-live coordination.
- You are a strong problem-solver who can troubleshoot technical and business issues and conduct root-cause analysis.
- You have excellent communication and interpersonal skills, allowing you to simplify complex topics for diverse audiences.
- You demonstrated your ability to work cross-functionally, build relationships, and influence outcomes in a collaborative environment.
- You have healthcare or technology experience, which is a significant plus.
- You have a hands-on, proactive mindset and are willing to "roll up your sleeves" to ensure customer success.
HOW WE WILL INTERVIEW YOU:
We keep our interview process short and sweet, and we’re a nimble team that can progress quickly. Here are the stages you can expect, but we might switch up the order of each step depending on team availability:
- Introductory call/interview with our Senior Talent Partner. The call is via telephone and will last around 30 minutes.
- If there is an initial fit for all, we will invite you to a 30-minute video call with the hiring manager and then a 60-minute interview. This more structured interview will deep-dive into the role and technical needs.
- All of our roles will have a small assessment stage. This might be in person, a take-home assessment, or further video calls. Length varies, but we’re mindful of your time and keep it as simple as possible.
- Meet the founders and/or other team members. Again, the meeting length varies depending on the number of people and whether it is in person or via video call.
- Offer!
BENEFITS:
We go beyond the basics with our benefits package. Here’s what you can expect from us:
- Salary range of $100,000 - $130,000
- 401k
- Healthcare, Vision, and Dental
- All the equipment needed for you to do your role effectively
- Flexible working
- Remote or hybrid working options
- Personal Development budgets
- 18 days PTO plus public holidays
- 10 paid sick days
- Inclusive policies designed by our team, for our team
Diversity at SCAN.COM
Scan.com is committed to eliminating discrimination and encouraging diversity within our team.
We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences.
We are opposed to all forms of unlawful treatment and discrimination.
Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.
