Implementation Engineer

Let’s transform the business of healthcare! At The Craneware Group, we are dedicated to empowering our customers with industry-defining insights that pave the way for a brighter future.

If you are an energetic, forward-thinking individual with a passion for innovation, we invite you to join our thriving team of more than 750 dedicated professionals. Together, we'll fuel the expansion of our SaaS platform and develop cutting-edge applications that redefine the healthcare landscape.

The Craneware Group supports a flexible work environment as well as a collaborative and teamwork focused atmosphere. Employees will be expected to work a hybrid working arrangement spending 40% of their time per month in the Tanfield office - approx 2 days per week.

The Implementation Engineer provides comprehensive customer service to ensure maximum customer value during the software/services implementation process with both new and existing customers.

You Will Be:

• Managing and resolving software queries via multiple inputs and outputs to maximize customer experience.
• Escalating complex issues to Manager when appropriate, to ensure timely resolution of issues.
• Identifying customer needs for seamless software implementation, setting customers up for success with an eye to achieve long term solution usage.
• Developing and maintaining a thorough knowledge of internal systems and able to fully document progress, sharing knowledge where applicable, with a view to improve processes.
• Managing allocation of customers in order to ensure customer satisfaction with software and services.
• Identifying potential customer references and success stories through relationship building, to help promote Craneware software.
• Developing and maintaining knowledge of all Craneware Group products, with a view to sharing knowledge in the team.
• Completing remote installations on all software products for colleagues and customers, to end user satisfaction.
• Identifying most appropriate implementation model for customer, through discovery with customer and partnership with Customer Success teams and based on customer needs.
• Ensuring all new/updated customer configuration is documented in CRM and JIRA.

You Will Bring:

• Fully conversant in all aspects of healthcare and Sentry’s domain, products and services
• Working knowledge of database principles, such as SQL
• 1-3 years' experience
• Customer success focus
• Basic SQL knowledge to provide suitable solutions and troubleshoot scripts
• Solid risk assessment and troubleshooting skills
• Identifies and resolves problems in a timely manner
• Basic analysis
• Good written and oral communication
• Ability to listen and respond to customer needs, providing an excellent level of customer service at all times
• Demonstrates quality and accuracy in assigned tasks
• Effective time management
• Data Extract Unit Testing/Analysis
• Partner with others to validate client data
• Data Integration and System Build Out
• Eye for quality
• Research skills