Infermedica
Customer Solutions Partner
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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
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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
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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
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