Customer Solutions Partner

Infermedica is a company deploying an AI-powered symptom assessment and triage platform used by health insurers, telehealth providers, hospital networks, and national healthcare systems. The role reports to the Head of Customer Solutions & Delivery and works closely with the Chief Customer Officer.

• 4+ years in Implementation, Solution Consulting, Technical Account Management, or similar client-facing role in B2B SaaS
• Experience leading full enterprise software implementations, especially API-based products
• Ability to co-design solutions addressing customer problems rather than just requested features
• Confidence in running discovery workshops, whiteboarding sessions, solution scoping, and implementation planning
• Experience managing post-implementation adoption, account health, and long-term client relationships
• Familiarity with REST API and integration concepts (authentication, data flows, webhooks, JSON)
• Experience running or contributing to Quarterly Business Reviews or strategic customer engagements
• High ownership and proactive problem-solving mindset
• Comfortable with usage dashboards and turning data into recommendations
• CRM experience, specifically with HubSpot or similar
• Strong working knowledge of AI tools for research, documentation, synthesis, client preparation, and process improvement
• Fluent in English (written and spoken) for communication across technical and business audiences

Nice to have:

• Experience with enterprise healthcare organizations
• Working knowledge of HL7/FHIR or healthcare interoperability
• German language skills
• Experience with Jira, Miro, Confluence or similar tools

• Own the customer journey spanning pre-sales, implementation, and post-go-live phases
• Partner with Business Development during discovery and solution design sessions
• Validate customer use cases, workflows, and implementation feasibility
• Scope solutions, flag risks, and estimate delivery effort
• Support RFP responses on solution design and implementation
• Lead customers from signed contract through implementation to go-live
• Run discovery workshops, perform solution design, and translate requirements into an implementation plan with milestones and owners
• Drive implementation process and help customers translate goals into actionable approaches
• Act as main customer contact for product and implementation questions
• Unblock issues and improve implementation playbooks and delivery best practices
• Track usage, KPIs, and outcomes to drive adoption and optimization
• Co-lead Quarterly Business Reviews with Enterprise Account Managers
• Flag expansion opportunities to the commercial team