Head of Implementation - Engineering

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Head of Implementation - Engineering

San Francisco, CA

About us

Metriport is an open-source data intelligence platform that helps healthcare organizations access and exchange patient data in real-time. We integrate with all major US healthcare IT systems and tap into comprehensive medical data for 300+ million individuals.

We've found product-market fit with multi-million ARR, 100+ customers (including Strive Health, Circle Medical, and Brightside Health), backing from top VCs, and years of runway. We're ready to scale. We're a tight-knit, high-performing team of mostly former founders (including two YC alumni). We're engineering-heavy, operate with minimal bureaucracy and high autonomy, and hire based on competence, not prestige. We push hard—founders work six days a week from our SF office—but give everyone freedom to craft their schedule. We measure output and we're committed to sustainable intensity.

About you

In a nutshell, we're looking for a Head of Implementation with the following specific qualities:

• You’re entrepreneurial-minded, with an olympian-level work ethic (nearly our entire engineering team consists of former founders).
• You are confident in your ability to connect with customers and building strong partnerships while providing technical guidance
• You believe you can solve any problem that comes at you, and don't shy away from diving deep into areas where you may lack domain expertise and have a strong sense of ownership over your work.
• You care more about the end result and delivering value to a customer, rather than what new and frilly tech is being used under the hood for a given feature.
• When someone scopes out a project with an ETA of 3 weeks, you ask yourself "why can't it be done in 3 days?".
• You’re a hacker at heart, and have a good sense of what rules should, and shouldn’t, be broken.

What you'll be doing

After quickly ramping up using our comprehensive onboarding materials to get familiar with our domain, and codebase, the goal would be to get you connected with customers as quickly as possible. Specifically, day to day, this looks like:

• Lead team performance against KPIs: Implementation NPS, pilot conversion, and user activation and serve as the primary point of contact for the customer throughout the partnership.
• Conduct discovery calls when a customer is onboarded to understand their use cases, technical requirements, and success criteria.
• Participate in weekly syncs with onboarding customers to ensure they are deriving value from product and have successfully integrated Metriport into their day-to-day workflows.
• Maintain the customer relationship after onboarding, through regular check-ins and providing continuous support through communication channels.
• Provide technical expertise by helping to answer questions about product capabilities, integrations, and implementation.
• Troubleshoot and debug customer issues, in some cases working with the engineering team to resolve them.
• Manage customer requests and issues by assessing priority, coordinating with engineering teams, tracking progress, and communicating resolutions to customers.
• Join weekly syncs to update the team on how customers are doing, raise anything that needs addressing, and discuss where customer feedback fits into what we're building.
• Proactively communicate relevant product updates and new feature releases that align with customer needs and use cases.
• Participating in bi-weekly sprint planning / retro sessions, and quarterly planning sessions.
• Managing APIs and integrations to ensure seamless functionality for customers.
• Working with customers from onboarding to production roll-out.
• Attending a daily 30 minute remote stand-up at 7:30am PST Mon-Fri (our only regular mandatory meeting).

Requirements

• 6+ years in software implementation/project execution; 2+ years managing people
• Full-stack experience: React, TypeScript, Node.js.
• You’re located in San Francisco or the Bay Area (or willing to relocate).
• Healthcare experience isn't required, but if the following terms mean something to you, that's a plus: HIPAA, FHIR, HIE, IHE, EHR/EMR, NPI, TEFCA, ADT, HL7, HEDIS, RAF, SNOMED, LOINC, ICD-10, etc.

Benefits

• Competitive equity + compensation package 🚀
• Full family Platinum health insurance, dental, and vision coverage 🦷
• 401(k) retirement plan + matching 💰
• Flexible work from home or in-office 🏢
• Healthy lunches, complimentary when working in-office (breakfast/dinners as needed) 🍏
• Quarterly company off-sites with the team ⛷️
• MacBook provided by us 💻
• Unlimited PTO (we work hard, but trust you to take time you need to be at your best) 🧘‍♂️

Our tech

On the frontend, we use React - on the backend, we rely on Node.js and TypeScript for writing core business logic. We deploy a wide range of AWS cloud services (ie ECS, Fargate, Lambda, etc), and manage our infrastructure as code with AWS CDK. Data lives in PostgreSQL, DynamoDB, S3, Snowflake, HAPI FHIR servers, and more.

Metriport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.