Customer Solutions Partner

We're looking for a Customer Solutions Partner to own the full customer journey - from pre-sales solution design through implementation, go-live, and long-term adoption. You'll work with health insurers, telehealth providers, hospital networks, and national healthcare systems deploying our AI-powered symptom assessment and triage platform. You'll report to the Head of Customer Solutions & Delivery (Wojtek) and work closely with the Chief Customer Officer (Alicja).

Because our platform is API-first and highly configurable, you'll need to connect business goals, clinical workflows, and technical implementation - mapping customer problems onto what our product can already do, not just taking feature requests at face value.

Your mission is simple: help customers achieve measurable value from our products.

Success In This Role Means

• Your customers go live efficiently and achieve strong product adoption.
• You continuously refine how we implement solutions based on your experience and customer feedback.
• Expansion opportunities are identified early and seamlessly shared with the commercial team.
• You build trusted relationships with both customer stakeholders and internal teams.
• Customers see you as a trusted partner and strategic advisor who helps them maximize the value of their investment.

Responsibilities

Your work will span three phases: pre-sales, implementation, and post-go-live.

• Partner with Business Development during discovery and solution design sessions
• Validate customer use cases, workflows, and implementation feasibility
• Scope solutions, flag risks, estimate delivery effort
• Support RFP responses on solution design and implementation
• Lead customers from signed contract through implementation to go-live
• Run discovery workshops, perform solution design, and turn requirements into an implementation plan with milestones and owners
• Drive the implementation process on the customer side and help them translate their goals into a clear, actionable implementation approach
• Act as the customer's main point of contact for product and implementation questions
• Unblock issues as they come up; improve implementation playbooks and reusable delivery best practices
• Track usage, KPIs, and outcomes; drive adoption and optimization
• Co-lead Quarterly Business Reviews with Enterprise Account Managers
• Flag expansion opportunities to the commercial team

Role Requirements

• 4+ years in Implementation, Solution Consulting, Technical Account Management, or similar client-facing role in B2B SaaS
• Experience leading full enterprise software implementations, especially for API-based products
• Track record of co-designing solutions that drive business outcomes for customers - starting from the customer problem rather than the requested feature, and able to judge whether a given solution actually solves it
• Confidence running discovery workshops, whiteboarding sessions, solution scoping, and implementation planning
• Experience owning post-implementation adoption, account health, and long-term client relationships, not just delivery
• Familiarity with REST APIs and basic integration concepts (authentication, data flows, webhooks, JSON)
• Experience running or contributing to Quarterly Business Reviews (QBRs) or other strategic customer engagements
• High ownership and a proactive, problem-solving mindset
• Comfortable with usage dashboards and turning data into recommendations
• CRM experience (HubSpot or similar)
• Strong working knowledge of AI tools and the ability to apply them effectively for research, documentation, synthesis, client preparation, and process improvement
• Fluent in English, written and spoken, with the ability to communicate clearly across technical and business audiences

Nice to have

• Experience with enterprise healthcare organizations (insurers, providers, hospital networks, public health systems)
• Working knowledge of HL7/FHIR or healthcare interoperability
• German language skills
• Experience with Jira, Miro, Confluence, or similar tools