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Client Implementation Specialist

Remote

Sage is on a mission to improve the quality of life for older adults, starting with those residing in senior living communities. Falls are the leading cause of injury-related deaths among adults over 65. At the same time, fall prevention and emergency response systems for older adults are archaic and ineffective. This issue is exacerbated by the inefficient procedures that operators of these communities are forced to use to provide care to their residents.  Sage's integrated software aims to reinvent how we care for and respond to older adults in times of need.  We aim to build a platform that gives caregivers the means to provide care for modern aging.

Sage is a growing team of ambitious, multi-disciplinary entrepreneurs.  We are a software-enabled, mission-driven company, and are focused only on the problems that are central to achieving that mission.  At Sage, we work hard and fast but also know that to build a truly successful company, we need to treat our work as a marathon, and not a sprint.  The journey matters.  We know when to slow down, take breaks, and have fun.

About this Role

As a Client Implementation Specialist, you will provide on-the-ground training and support as we systematize our product delivery process. This role owns the onboarding of new clients, including organization, project management, and execution of the final deployment, culminating in a 1-2 day onsite or remote "go-live event" where a community transitions from its old nurse call system to Sage.

This is a heavily traveled, client-facing role. Specialists travel an average of 15 days per month. Travel falls within the Monday–Friday workweek (no weekend travel), though the specific days vary week to week depending on the go-live schedule. Candidates should go into this process with a clear, realistic expectation of that schedule. This isn't occasional travel; it's the core rhythm of the job.

Success in this role depends on three things above all: being highly organized enough to run several concurrent go-lives with different timelines and stakeholders, being a self-starter who can problem-solve on the fly with minimal oversight, and being a strong, confident trainer who can hold a room of caregivers with wildly different comfort levels with technology, from staff who've never used a smartphone app to power users who want to go deep on features, and get everyone to the same competent baseline before go-live.

This role will involve:

  • Onboarding new clients: communicating what Sage is, how it works, and why it's different
  • Managing multiple simultaneous implementation projects, each with its own timeline, stakeholders, and community-specific needs
  • Building relationships with key stakeholders at each community and identifying engaged users who will become Sage advocates
  • Leading in-person and remote staff and management training, both group and 1:1, tailored to a range of technical comfort levels, to ensure every staff member is confident before go-live
  • Coordinating device distribution and setup at each community, and confirming all devices work properly prior to go-live
  • Supporting technical teammates in setting up and QAing key infrastructure
  • Providing ongoing support and troubleshooting for Sage users and clients
  • Testing and troubleshooting new features ahead of community rollouts

Minimum Qualifications

  • Willingness and ability to travel an average of 15 days per month, within the Monday–Friday workweek, across the continental US
  • Highly organized, with strong project management skills and the ability to run multiple concurrent projects on different timelines
  • A self-starter, comfortable working autonomously and driving projects from start to finish without close oversight
  • Strong people skills, able to build trust quickly with clients and staff, and to read a room
  • Experience training and presenting to both groups and individuals, ideally to audiences with mixed technical comfort levels
  • A strong communicator, verbal and written, able to translate between technical and non-technical stakeholders
  • Technical enough to help a non-technical person troubleshoot consumer electronics and software issues
  • Relentlessly resourceful, with the patience and follow-through to get to the root of a problem
  • Bachelor's degree or equivalent experience

Preferred Qualifications

  • Prior customer support experience in a tech environment
  • Experience in Healthcare and/or HealthTech

Benefits

Our headquarters are located near New York City's Union Square. We believe in cross-team collaboration. Good ideas can come from anyone, and our processes are designed to encourage participation from all. While we take our mission seriously, we don't take ourselves too seriously. We host off-sites, outings, and team meals where we connect as people, not just colleagues. We offer office lunches several days a week and a fully stocked snack bar.

Our benefits package includes competitive base compensation along with stock options. The expected annual salary for this role is between $90,000 and $110,000, depending on job level, which will depend on your expertise, experience, and qualifications. We also provide fully-paid health insurance coverage for all employees.

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