Project Assignment, Scheduling, and Operational Oversight 

• Manage Clinical Applications Specialist (CAS) project assignments and workload distribution to ensure balanced resource utilization. 

• Coordinate and oversee customer training schedules, go-lives, workflow assessments, and implementation activities. 

• Monitor project timelines, risks, and resource constraints and proactively address scheduling conflicts. 

• Partner with Project Managers and cross-functional stakeholders to ensure implementation milestones are achieved. 

• Review team capacity and forecast resource needs to support business growth and customer demand. 

• Provide escalation support for complex customer situations and implementation challenges. 

Site Audit and Quality Control 

• Conduct site audits to assess implementation quality, customer readiness, workflow adoption, and training effectiveness. 

• Review training documentation, implementation deliverables, and customer outcomes for adherence to established standards. 

• Monitor customer feedback, survey results, and adoption metrics to identify improvement opportunities. 

• Ensure compliance with quality system requirements, implementation procedures, and documentation standards. 

• Develop corrective action plans and follow-up activities when quality gaps are identified. 

• Promote consistency and best practices across all customer implementations. 

Onboarding and Development of New Team Members 

• Lead onboarding activities for newly hired Clinical Applications Specialists. 

• Develop and maintain onboarding roadmaps, competency checklists, and training plans. 

• Serve as mentor and coach during initial customer-facing activities and independent project readiness. 

• Facilitate knowledge transfer and practical application of clinical, technical, and implementation best practices. 

• Assess readiness and provide developmental feedback to support successful integration into the team. 

Continuous Product and Process Training 

• Design, coordinate, and deliver ongoing product, clinical, workflow, and process education for team members. 

• Partner with Product Management, Engineering, and Customer Success teams to incorporate product updates into training programs. 

• Identify knowledge gaps and create development plans to strengthen team expertise. 

• Drive continuous learning initiatives through workshops, case reviews, certification support, and peer-to-peer learning. 

• Maintain training materials and ensure team members remain current on product enhancements and organizational processes. 

Team Leadership and Communication 

• Lead franchise meetings, team calls, and operational reviews. 

• Establish and maintain recurring office hours to provide support, coaching, and issue resolution. 

• Foster a culture of accountability, collaboration, continuous improvement, and customer focus. 

• Share implementation insights, lessons learned, and best practices across the organization. 

• Support employee engagement, recognition, and team development initiatives. 

Process Documentation and Continuous Improvement 

• Own the creation, maintenance, and governance of Clinical Applications process documentation. 

• Regularly review standard operating procedures (SOPs), work instructions, templates, and implementation tools. 

• Identify process inefficiencies and lead improvement initiatives to enhance scalability, quality, and customer outcomes. 

• Establish metrics and reporting mechanisms to measure process effectiveness and operational performance. 

• Partner with stakeholders to standardize workflows and drive adoption of best practices. 

• Ensure documentation remains current and accessible to team members.