Join our team

Location: Remote / Hybrid
Hours: Full-time
Reports to: Head of Operations

Role Overview

This role combines hands-on product implementation, customer-specific system configuration, training and quality assurance with shared customer support responsibilities. The successful candidate will be the product expert within the Projects team and a crucial link between Projects, Product, Engineering, Operations and customers. They will be expected to work independently and take ownership of the standards, processes and information flows required for successful customer implementations.

This is an ideal role for someone who enjoys understanding customer workflows, configuring systems, testing product behaviour, delivering training and translating between customers, project teams and product teams.

Key Responsibilities

Product Implementation & Configuration

• Act as the product subject-matter expert within the Projects team across the xWave product suite

• Configure customer systems in line with agreed requirements, clinical and operational workflows, project scope and product standards

• Work closely with Project Managers to plan, complete, review and document customer configuration activities

• Advise project teams on how existing product functionality and configuration options can best meet customer needs

• Identify when a customer request can be met through configuration and when it requires product review or development

• Maintain accurate records of customer-specific configurations, decisions, dependencies and changes

• Support implementation readiness reviews, go-live preparation, early-life support and handover into business-as-usual support

• Provide a point of escalation for complex product, configuration and customer workflow questions arising during project delivery

Ownership & Leadership

• Own and continuously improve the standards, templates, controls and ways of working used for product configuration, customer-specific testing, training and implementation handover

• Take responsibility for the completeness and quality of product information exchanged between Product and Projects

• Identify implementation, customer, product and operational risks early and escalate them through the appropriate governance route

• Provide practical guidance, coaching and product support to Project Managers and other colleagues

• Lead cross-functional resolution of complex implementation issues while maintaining clear ownership, actions and customer communication

• Contribute to the development of implementation strategy, product readiness criteria and scalable delivery processes as xWave grows

Customer Engagement, Demonstrations & Training

• Join customer calls, discovery sessions and workflow workshops as the product expert

• Lead workflow identification and analysis sessions with the customer

• Support the customer in documenting current and future state workflows

• Walk customers through relevant product functionality, configuration options, dependencies and limitations

• Deliver product and system administration training to customer teams

• Adapt demonstrations and training to the customer's agreed workflows, roles and configuration

• Create and maintain customer-specific product guides, quick-reference materials and training content

• Gather customer feedback and ensure relevant implementation, support and product actions are clearly documented

• Support customer adoption by identifying gaps in understanding, usability concerns and additional training needs

Customer-Specific Testing & QA

• Create detailed test scripts and UAT scenarios for specific customer workflows and acceptance criteria

• Conduct functional QA of customer systems, configurations and end-to-end workflows before customer testing and deployment

• Test standard workflows, user roles, configuration rules, edge cases and relevant failure scenarios

• Document defects and unexpected behaviour clearly, including steps to reproduce, evidence, impact and expected outcomes

• Work with Project, Product, Engineering and QA teams to support issue resolution and retesting

• Support customer UAT preparation, walkthroughs, issue triage, evidence collection and completion tracking

• Assist in validating product fixes and improvements before and after release where they affect customer implementations

Product & Project Coordination

• Act as a two-way communication link between the Product and Projects teams

• Disseminate new feature information, release updates, known limitations and implementation considerations from Product to the Projects team

• Explain the practical impact of product changes on active and planned customer implementations

• Represent recurring customer needs, implementation challenges and product improvement opportunities back to Product

• Support internal product demonstrations, release briefings and knowledge-sharing sessions

• Help maintain accessible internal product, configuration and implementation documentation

• Contribute implementation insight to product planning and prioritisation discussions where appropriate

Customer Support & Intercom Ownership

• Support the customer ticket backlog

• Respond to and investigate customer questions relating to product use, configuration and local setup

• Resolve configuration or workflow issues where possible before escalating technical issues to Product or Engineering

• Reproduce reported issues and provide clear evidence and context to the appropriate internal team

• Take ownership of the configuration and maintenance of Intercom and the wider customer support desk

• Help configure and improve Intercom workflows, tagging, routing, automation, knowledge content and reporting

• Monitor support themes that may indicate configuration gaps, training needs, documentation improvements or product defects

• Ensure clear handovers, consistent responses and continuity of customer support

Collaboration & Continuous Improvement

• Work closely with the Customer Support Specialist, Project Managers, Product, Engineering, QA and Operations teams

• Develop reusable templates and checklists for configuration, testing, training, documentation and implementation handover

• Identify recurring implementation and support issues and recommend improvements to product, process or documentation

• Capture lessons learned and share them across Product, Projects and Support

• Help standardise implementation approaches while accommodating agreed customer-specific requirements

• Maintain clear internal communication regarding customer risks, active issues, configuration decisions and product observations

Skills & Experience

Essential

• A minimum of 3 years’ relevant experience in software implementation, product operations, technical product support, delivery or a similar customer-facing technology or healthcare role

• Demonstrable experience independently owning complex implementation, configuration or product delivery activities

• At least two years’ practical experience in software implementation, system configuration, product operations or a closely related area

• Experience configuring software systems or translating customer requirements and workflows into system setup

• Experience creating test scripts, completing functional testing or supporting UAT

• Strong organisational, documentation and communication skills

• Confidence delivering customer demonstrations, training and workflow walkthroughs

• High attention to detail and strong problem-solving ability

• Ability to work across multiple products, customers and environments while prioritising effectively

• Ability to communicate clearly with customer, project, product and technical stakeholders

• Experience identifying delivery risks, managing competing priorities and escalating issues appropriately

Desirable

• Experience in customer support or technical support within a healthcare technology environment

• Experience with Intercom, Google suite, Hubspot or ClickUp.

• Experience configuring support workflows, automation, tagging, routing, knowledge content or reporting

• Experience with QA testing, exploratory testing or defect management

• Familiarity with healthcare and diagnostic workflows, which includes Order Comms, Pathology, Radiology and clinical decision support

• Understanding of healthcare integrations such as HL7, FHIR, APIs, EHRs or RIS

• Experience working in a regulated software, medical device or clinical safety environment

• Experience mentoring colleagues, leading cross-functional work or establishing implementation and support processes

Qualifications

• A degree or postgraduate qualification in Health Informatics, Computer Science, Information Systems, Software Engineering, Healthcare, Business Information Systems or a related discipline is desirable but not essential

• A clinical qualification or demonstrated experience of clinical and operational healthcare workflows would be advantageous

• A recognised project delivery, Agile, product management, service management or software testing qualification, such as PRINCE2, AgilePM, Scrum, ITIL or ISTQB, would be beneficial but is not required

• Equivalent practical experience and evidence of successful ownership of complex software implementations will be considered in place of formal qualifications

What We’re Looking For

• Someone proactive who takes ownership and follows work through to resolution

• A product-minded problem solver who can understand both the customer workflow and the system configuration

• A confident communicator who can explain complex functionality in clear, practical language

• Someone who works collaboratively and will form a close, dependable partnership with, and provide appropriate support to, the Customer success team

• A naturally curious person who enjoys finding, reproducing and resolving issues

• Someone comfortable balancing planned project work with responsive customer support

• A team player who can represent customer and project needs constructively across Product and Engineering

Working Hours

• Full-time position

• Working hours are Monday - Friday: 9am - 5pm

• Some flexibility may be required around customer training, testing, deployments and go-live activity.