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Customer Support Specialist and Project Manager

  • Location: Madison, Wisconsin
  • Type: Direct Hire
  • Job #2112

We’re searching for a Customer Support Specialist and Project Manager for a partner in Madison! The ideal candidate will work as a member of the professional services team to help to improve patient care, reduce healthcare costs, comply with quality mandates, and help researchers discover new treatments.

What you’ll do:

  • Work closely with the healthcare and local government customer IT staff and operational stakeholders to ensure customer happiness and success from the time of the first software demo all the way through the install, go-live, and long-term maintenance
  • Collaborate often with our internal sales, engineering, and data capture teams to provide customers and prospects with solutions and demos that meet their organizational needs
  • Resolve technical issues quickly and ensure the root cause is addressed to the customer's satisfaction
  • Help customers achieve their organizational goals, guide clients through workflow analysis, system testing, provide application expertise for clients’ IT departments
  • Aid customers in process redesign and system build

What you’ll bring:

  • Energy and a passion for thrilling customers
  • Very high level of proactivity and responsiveness
  • Curiosity for how things work
  • Proven ability to stay calm in difficult situations
  • Superior communication skills especially in regards to customer training and prospect presentations (written, verbal and presentation)
  • Ability to dig into the technical details of a problem and learn new skills to solve problems efficiently and effectively
  • Team player that thrives in a cooperative and high expectation work environment
  • Analytical and creative mindset
  • Strong attention to detail, well organized, and can manage multiple projects simultaneously
  • Bachelor's or greater in Engineering, Math, Statistics, Physics, Chemistry, MIS/CIS, Informatics, or other science-related field
  • Greater than 1 year of professional experience in a customer facing role
  • Excellent problem solving and project management skills
  • Proven track record of success in setting and achieving ambitious goals
  • Experience or familiarity with windows administration and permissions
  • Experience with healthcare IT and/or administration, preferably experience installing or support Epic or another EMR
  • Self-motivated and resourceful with the ability to work autonomously
  • Experience writing analytic SQL queries
  • Experience with Tableau or other popular data exploration, visualization, and dashboarding software
  • Some background or exposure to a computer language
  • Prior experience with JIRA, Git, and/or BitBucket a huge plus


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