Implementation Specialist

Who are Heidi? 

Heidi is on a mission to halve the time it takes to deliver world-class care. 

We believe that by 2050, every clinician will practice with AI systems that free them from administrative burdens and increase the quality and accessibility of care to patients across the world. 

Built for clinicians, by clinicians, at the core of Heidi is its people. We are an eclectic bunch of inventors, builders, scientists, nurses, doctors, mathematicians, designers, creatives, and high-agency executors.

 We achieve in 6 months what it takes our competitors 4 years to do. In just 12 months, 20 million patient consults were supported by Heidi, and we’re now powering more than 1 million consults every week.

With our most recent $16.6MM round of funding from leading VC firms, we’re geared up to supercharge our ambitious global growth, starting with the US, Canada, UK and Europe - and we need great people like you to get there. Ready for the challenge? 

The Role

We’re hiring an Implementation Specialist in our London office to help plan, onboard, train and support our enterprise customer groups in the UK.

You will help lead large-scale, multi-faceted deployments of Heidi across our enterprise groups. You’ll work closely with our customer project leads to design clear implementation plans and play a key role in delivering a delightful clinician experience to users throughout deployment.

What you’ll do

The Implementation Specialist will support our enterprise customer groups through the Heidi onboarding lifecycle. This starts with designing robust deployment plans with customer leads, to facilitating clinician onboarding and training, to activating and monitoring clinician use, through to ongoing support and deployment reviews.

You’ll work closely with the Heidi customer success and sales teams, and collaborate with the product, engineering and medical knowledge teams to deliver tailored solutions, support customers and elevate the customer voice.

• Implementation planning: collaborate with customer project leads and executive teams to design robust implementation plans and materials for seamless deployment

• Onboarding and Training: ensure each customer’s setup and onboarding experience is seamless through delivery of impactful training and support resources

• Ongoing Support: provide ongoing support and troubleshooting to help users seamlessly integrate Heidi into their workflows and reach those “aha moments”

• Relationship Building: develop and maintain strong relationships with customer project leads, executives and users, understand their goals, key metrics, needs and workflows to ensure successful pilot-to-partnership conversions and retention

• Drive Adoption and Evaluate: monitor activation, drive adoption, continuously assess feedback and deliver clear evaluation and usage reports during implementation

• Elevate the Customer Voice: gather customer feedback and share insights with the team to help refine our processes and inform the evolution of our product roadmap

• Scale our Teams reach: help develop repeatable processes for efficient Heidi deployment, while identifying and overcoming operational bottlenecks to support our rapid growth.

What we look for

• Strong experience (3+ years) in Customer Experience, Customer Success, Implementation or equivalent field, preferably in a tech or startup environment [high growth (0-1) SaaS]

• Experience driving successful large-scale technology implementations for large customer groups

• Customer-centric mindset - you’ll spend majority of your time with customers, ensuring they feel supported, valued, and set up for success

• Exceptional project management capabilities, with the ability to keep customers on track and map clear deployment plans

• Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams

• Highly organised and can confidently manage multiple customers and competing priorities, while maintaining attention to detail and quality

• The ability to be adaptable and context-switch - you’ll interact with multiple customers across different clinician specialties / verticals

• Exceptional problem-solving skills with a doer’s mentality

• Self-motivated, with a bias for action. You’re unafraid to get your hands dirty in an extremely fast paced environment to help solve different challenges and priorities

Other things to know

We’re almost always in-person, based in our London office

Clinical experience or experience in healthcare is great, but not required

Familiarity with AI and LLMs is a plus, but not required

At Heidi, we value drive and a passion for learning. If you don't meet every requirement but are excited about the role, we encourage you to apply. We want individuals who are eager to grow with us.

What do we believe in?

• We create unconventional solutions to difficult problems and we build them fast. We want you to set impossible goals and make them happen, think landing a rocket but the medical version.

• You'll be surrounded by a world-class team of engineers, medicos and designers to do your best work, inspired by our shared beliefs:

• We will stop at nothing to improve patient care across the world.

• We design user experiences for joy and ship them fast.

• We make decisions in a flat hierarchy that prioritizes the truth over rank.

• We provide the resources for people to succeed and give them the freedom to do it.

Why you will flourish with us

• Additional paid day off for your birthday and wellness days

• A generous personal development budget of $500 per annum

• Learn from some of the best engineers and creatives, joining a diverse team

• Become an owner, with shares (equity) in the company, if Heidi wins, we all win

• The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups

• If you have an impact quickly, the opportunity to fast track your startup career!