We are seeking an Implementation Consultant to join Innowell's Product team.
About Innowell
We are a SaaS company that provides software for organisations who deliver mental healthcare, with a mission to unlock access and improve mental wellbeing for everyone. Our platform, designed in partnership with the Brain & Mind Centre at the University of Sydney, is used as a decision support tool at the clinical service level, as well as a self-assisted care strategy for the patient.
Our business and operating models are underpinned by subscription fees and partnership go-to-market strategies. We are in a period of growth as a company, having recently expanded to Canada and with further international expansion plans on the 5-year horizon. Our team aims to work quickly with intent and focus, requiring all team members to be agile, adaptable and committed to a culture of continuous improvement.
We are a small, tight-knit team that loves what we do. We take ownership of any problems that we find and run towards an issue rather than away from it. If you're interested in the health and wellness space, this is an extremely exciting time to become a part of a rapidly expanding and evolving business.
Our Mission, Vision, and Values
Mission
Unlock access and improve mental wellbeing for everyone.
Vision
To be the digital mental health platform of choice for health systems and organisations globally.
Values
Better together: we produce our best work when we create an environment that promotes cooperation, trust and compassion.
Evidence-based: our decisions are based on the best available data at the time.
Be the change: we're all responsible and empowered to help fix any problems we see.
Be yourself: we believe in and embrace the uniqueness of everyone.
Simple, not simplistic: we create simple solutions by clarifying complexity.
Empathetic: we consider multiple points of view, and act to balance interests appropriately.
About this Role
As the Implementation Consultant, you will primarily be responsible for the onboarding and support of new and existing clients. You will work directly with our clients to manage initial access, map their service offering to the platform, configure the platform to meet their needs, create process documentation, and train or coordinate training for client users. You will also test and troubleshoot functionality of installed systems; identify and documents technical issues to be escalated to product teams for resolution and provide feedback based on client experiences to product and engineering teams for product and process improvements. You may also work directly with clients on-site or provide work remotely.
Responsibilities
Become a SME on the configuration capabilities of the Innowell platform
Conducts basic, advanced, administration and customised customer training
Provides solutions to highly complex customer application problems.
Performs assignments that require the use and application of standard principles, theories, and concepts of a professional Engineering and IT discipline.
Provides advanced consulting services such as advanced software setup (custom instrument configuration, etc.), best practices implementation strategies, advanced automation/customisation and integration with other applications.
May act as the technical lead on project implementations providing technical direction and guidance to the team.
Identifies additional product/service opportunities in customer organisation that can be delivered.
May perform other reasonable and related duties as assigned.
Participate in projects at customer site or remote.
Give creative solutions.
Train and mentor others on the technical expertise
Engaged in documentation and procedures for legacy usage.
Customer-oriented and solution-focused
Support the sales and product teams in understanding the customer need to provide customised solutions
Skills and Experience
1 - 2 years working in a professional environment, university undergraduate degree required
Excellent written and verbal communication skills with strong interpersonal and problem-solving abilities.
Extremely organised and detail-oriented.
Ability to engage and manage internal client expectations effectively.
Manage competing deadlines, multiple projects simultaneously, and conflicting priorities.
Ability to learn, grasp, and apply new concepts quickly.
Ability to adapt and thrive in a rapidly evolving business environment.
Bonus: Familiarity with software development practices and SaaS software
Salary
$65k-$75k salary package (dependent on experience)
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