Associate, Solution Delivery

Laudio is a fast-paced, high-energy digital health AI startup looking for a dynamic team member to support complex custom tech implementations while contributing to Laudio’s long-term strategic delivery and services vision.
Reporting to one of the Senior Managers of Solution Delivery, Laudio’s Associate, Solution Delivery supports both client-facing and internal projects within Laudio’s implementation group. A Laudio SDA is a hands-on, process-oriented person who supports the onboarding and implementation process for new and existing Laudio clients. They work closely with Laudio’s Solution Delivery Managers and Customer Success teams to ensure efficient technical and strategic onboarding of new partner organizations while ensuring high early user adoption. These core job functions should be executed with a forward-thinking mindset of how to build, scale, and refine the onboarding process, supporting Solution Delivery Managers in building frameworks for the future. They are generative, process-oriented, solutions-focused, and will be driven by achieving their goals and organizational metrics, while delighting our clients and contributing to the development of a robust, customer-focused process. 

Responsibilities include:

1. Supporting Solution Delivery Managers in executing complex, multi-faceted strategic and technical implementations.
   • Includes supporting training of end users at clients that are deploying Laudio
• Working closely with Laudio’s platform and data engineering teams to execute the technical implementation process
• Working with Laudio’s Solution Delivery and Client Engagement Managers to execute the operational implementation process
2. Supporting long-term strategic process improvement initiatives as they relate to the end to end delivery process
• Identifying opportunities to build more efficient processes while executing implementations
• Working with Solution Delivery Managers to design new parts of the implementation process based on new product features and functionality
3. Creating and owning scalable, holistic project plans that encompass all key milestones in the Delivery process
4. Engaging with client stakeholders at all levels
• Identify opportunities to proactively intervene to improve adoption
• Develop and deploy intervention techniques in partnership with clients and Solution Delivery Managers 
• Partner with users to quickly identify and overcome any roadblocks hindering these goals
5. During the onboarding phase, responding to customer ideas, complaints, feedback, and support requests. Working with Client Engagement Associates over time to hand this process off as clients move out of onboarding and into steady state.
• Collaborate with product teams to document and convert customer requests into actionable product development steps
• Be an advocate and proactive voice for the collective users’ needs in design and development (both data and UI)
6. Support transitioning new customers from the sales process to the delivery/implementation process
7. Closely partnering with Laudio’s data and platform engineering teams to continually optimize Laudio’s technical onboarding process

Requirements include:

• A Bachelor’s degree, ideally in a business, science, technology, or engineering major
• 1-2 years of experience in a management or technology consulting role in a client-facing capacity
• Experience triaging support/product enhancement feedback
• Strong project management skills, highly organized, and able to prioritize and multi-task
• Self-driven and proactive while working in a remote environment
• Ability to translate complex technical concepts to layman’s terms
• Excellent oral and written communication and interpersonal skills
• Robust Excel and data manipulation skills, and familiarity with common tech industry tools (Jira, Wrike, Confluence, HubSpot, etc)
• Data-savvy: able to thrive and contribute in an organization that makes decisions based on data and analyses
• Ability to take calls with our Nepal team early morning EST when required
• Up to 15% travel (internal and client site travel)

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer in various environments with multiple distractions.
• Must be able to travel. 

Travel: 10-15%

Status: Full-time/Exempt

Location: US-Remote (must work in EST or CST timezones)