Advanced Application Specialist for Scorecard/Analytics

Purpose 

The Advanced Application Specialist plays a crucial role in managing customer issues, collaborating with product teams to develop new features, and serving as the voice of the customer within the company.  Responsibilities include offering clinical support, gathering feedback from existing users, and ensuring customer satisfaction by working closely with various teams within the company.  This role provides advanced application training, assists with product configurations, makes workflow recommendations, and resolves challenging product issues in a timely and efficient manner.  In-depth knowledge of Scorecard, Analytics, Quiver, etc. and program management is essential in working with the Product Team to refine product offerings and ensure that they meet the needs of Volpara’s customers. 

Responsibilities 

• Subject Matter Expertise: Serve as a subject matter expert for both internal staff as well as customers.  Collaborate to create various training materials, support marketing initiatives, develop case studies, and implement product demonstration strategies that will work to align best practices with Volpara’s current product, adapting as the products evolve. 
• Clinical Workflow Resource:  Assist the Product Team in understanding clinical workflows and assist in building a library of workflows for product testing.  Support customers post launch with consultative guidance if a change or optimization of process is needed.   
• Participate in Conferences and Events: Support trade shows and professional conferences by conducting product demonstrations, customer trainings, and delivering clinical presentations.  In addition, lead quarterly user group meetings providing customers with opportunities to learn best practices, exchange tips and tricks, and connect with other end users to optimize their experience with the products. 
• Maintain Market Knowledge: Stay updated with the latest advancements and enhancements in the field and possess an in-depth understanding of various competitive offerings and their advantages and disadvantages over Volpara. 
• Advocate for Customer Needs: As a liaison between customers and product teams, provide clinical input and feedback to prioritize new technology developments and incorporate customer requirements into the product roadmap. Serve as the 'voice of the customer' by advocating for their needs and providing internal feedback on how to maximize customer value and retention. Work closely with Product and Engineering teams to drive product development for new integrations and features and participate in new and upgrade product release testing to ensure customer satisfaction. Keep management informed of any concerns that may impact the ability to effectively sell and support products in the channel. 
• Manage Strategic Customer Relationships: Manage relationships with Key Opinion Leaders (KOLs) and customer advocates and support Early Adopters during beta testing and product evaluation projects. 
• Customer Issue Management: Provide clinical assistance and troubleshooting expertise to address problems and ensure customer satisfaction.  Evaluate data discrepancies and concerns communicating findings to customers. 
• Trusted Advisor: Provide strategic guidance and direction for Volpara’s product roadmap as a trusted advisor for Scorecard/Analytics. 

Competencies 

Customer Focus  

Is dedicated to meeting the expectations and requirements of internal and external customers;  
Gets first-hand customer information and uses it for improvements in products and services (i.e. financial planning, reporting and strategy); Acts with customers in mind; Establishes and maintains effective relationships with customers and gains their trust and respect.  

Peer Relationships  

Can quickly find common ground and solve  
problems for the good of all; Can represent his/her own interests and yet be fair to other groups; Can solve problems with peers with a minimum of noise;  
Is seen as a team player and is cooperative; Easily gains trust and support of peers; Encourages collaboration; Can be candid with peers.  

Process Management  

Skilled at process development; Strong organization skills for directing people and activities; understands how to separate and combine tasks into efficient workflow; knows what to measure and how to measure it; can see opportunities for synergy and integration; Ability to simplify complex processes; Optimizes resources. 

Presentation Skills 

Is effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, direct reports, and bosses; Is effective both inside and outside the organization, on both cool data and hot and controversial topics; Commands attention and can manage group process during the presentation; Can change tactics midstream when something isn’t working. 

Experience & Qualifications 

• Certifications: Bachelor's degree preferred in related business or technical/clinical field. Professional clinical/technical certifications/registries (such as ARRT, ARDMS, RN, BSN, BHCN, CGRA ) preferred.  Minimum of 5 years clinical/ technical experience following certification with demonstrated clinical/technical skills preferred. 
• Knowledge of Scorecard, Analytics, Quiver and management guidelines. 
• Experience with interdisciplinary and cross-facility relationships between primary care physicians, surgeons, genetic counselors, and other health care providers. 
• Problem-solving Skills: Ability to analyze and troubleshoot complex technical issues related to the scorecard algorithm, PGMI algorithm, and Analytics data usage. Strong problem-solving skills and attention to detail are crucial for efficient issue resolution. 
• Communication Skills: Excellent verbal and written communication skills are essential to effectively manage customer issues, collaborate with product teams, and deliver training sessions. Ability to convey complex technical concepts in a clear and concise manner is required. 
• Customer-oriented Approach: Proven track record of providing exceptional customer service and support. Ability to empathize with customers, understand their needs, and deliver solutions that meet or exceed their expectations. 
• Team Player: Ability to work collaboratively within a cross-functional team environment. Strong interpersonal skills and the ability to build positive relationships with colleagues, customers, and stakeholders. 
• Customer-centric mindset with a drive for understanding customer needs. Collaborative approach partnering with the commercial, implementation, operation, support, and product teams for clinical success. 
• Goal-oriented mindset combined with resilience in the face of setbacks. 
• Strong interpersonal skills to engage with various stakeholders. 
• Effective educator, capable of training demanding customers. 
• Proof of COVID 19 vaccination required, except in limited circumstances where a legally recognized medical or religious exemption may be able to be accommodated. 
• Must be willing to travel up to twenty five percent (25%) of the time.  Position is remote.   

Compensation & Benefits   

Salary range: $85,000 - $100,000 per year. Benefits include the option to participate in medical, dental, vision, life and disability insurances; a 401K plan with a company match; and generous paid time off. 

Volpara Health is an Equal Employment Opportunity employer. We will endeavor to fill vacancies with the candidate who is the best fit for the role, without regard to gender, marital or family status, religious or ethical belief, race, ethnic or national origin, disability, age, political opinion, employment status, sexual orientation or any other status protected by law.