About the role
Plenful is seeking a hands-on, technical, and customer-obsessed leader to own the success of our Intake Authorization Suite implementations. In this role, you’ll sit at the intersection of technology, healthcare operations, and customer experience, driving outcomes for a fast-growing and strategically critical product line.
You’ll serve as both a technical subject matter expert and a player-coach, leading complex implementations, shaping scalable onboarding frameworks, and building a high-performing Technical Customer Success team. This is a highly visible role with direct impact on customer value, retention, and product evolution - ideal for someone who thrives in fast-paced, high-ownership environments and loves solving complex technical problems in healthcare.
What you’ll do
- Own implementation outcomes and long-term success for use cases in our Intake Authorization Suite, serving as the subject matter expert to guide early alignment, efficient and robust implementations, and scalable support mechanisms for a critical and growing segment of our business
- Serve as a player-coach on our Technical Customer Success team, balancing hands-on technical leadership with building a high-performing team that can manage Intake Authorization implementations day-to-day
- Drive time-to-value for our Intake Authorization customers by designing efficient, repeatable implementation templates and playbooks, and continuously refining onboarding workflows
- Collaborate deeply with cross-functional teams, including Account Management, Sales, Product, and Engineering to gather requirements, configure solutions, and ensure ongoing value delivery.
- Lead technical problem solving—from SQL queries and Python scripts to API/FHIR integrations—directly unblocking implementations when needed.
- Build tight feedback loops with Product and Engineering, ensuring customer insights shape roadmap priorities and product enhancements.
- Own KPI outcomes for Intake Authorization implementations including time to value, customer satisfaction, and resolution times, and ensure the team is tracking and exceeding targets.
What we’re looking for
- Experience
- 5+ years of in Solutions Engineering, Implementation, Technical Account Management, or a related field
- Ability to explain complex technical problems in concise communication
- Experience in the healthcare industry and preferably within the patient intake, benefits verification, and prior authorization space
- Mentored and guided team members in effective implementation and problem-solving.
- Successfully served as a senior escalation point for complex technical issues, resolving critical roadblocks.
- Technical skills
- Proficient in SQL
- Experience in working with APIs and/or FHIR integrations (JSON, HL7, XML, etc.)
- Familiarity with code (Python, YAML, etc.)
- Additional skills
- Excellent verbal and written communication skills
- Strong problem-solving skills, ability to articulate unstructured problems effectively and with a customer-focused approach to addressing client needs and resolving issues
- Ability to serve as a senior technical point of escalation, representing Plenful externally on technical matters and ensuring clear, credible communication with customers during escalations or complex implementations
- Ability to work collaboratively across functions, including Sales and Account Management, to ensure a seamless customer experience
- Highly organized, able to manage multiple accounts, and prioritize tasks independently.
- Miscellaneous
- A genuine interest in healthcare and making the industry more efficient
- Excitement to see and learn the company-building process firsthand alongside dedicated, hardworking, fun-loving team members
- A bias toward action and enjoyment working in a dynamic, fast-moving environment
Plenful perks
- Comprehensive Benefits Package: Enjoy unlimited PTO, fully covered health insurance (medical, dental, and vision), meal stipend, health & wellness stipend, 401(k) matching, and stock options
- Mission-Driven, World-Class Team: Join an exceptional group of professionals aligned around a meaningful mission and committed to making an impact
- Opportunities for Growth: Strengthen your partnership expertise through collaboration with experienced, high-performing leaders across the organization