Job Description

TeamBuilder is a rapidly growing healthcare SaaS company on a mission to transform healthcare with our innovative technology. We believe in empowering our customers through inventive solutions and a commitment to excellence. Our young, rapidly growing team is looking for passionate professionals who thrive in a dynamic, innovative, and collaborative environment. We are actively seeking a Customer Training & Enablement Manager to ensure customers achieve sustained adoption and ROI through hands-on training, enablement, and advisory support that reinforce change management and unlock the full value of TeamBuilder across the customer lifecycle.

Summary of Role

This role spans both Implementation (partnering with Project Managers and Implementation Analysts during onboarding) and post-implementation (partnering with Customer Success to drive long-term adoption and renewals).

The ideal candidate brings firsthand experience in ambulatory practice operations and scheduling, able to connect authentically with practice managers and schedulers by saying “I’ve been in your shoes” and showing them practical strategies to overcome friction. They are technologically savvy, comfortable traveling to medical groups when needed, and responsive to customer requests that require immediate support.

Key Values of all TeamBuilders

· Committed to driving growth and delivering value for clients

· Innovative and collaborative, focused on effective implementation of our product

· Entrepreneurial and ownership mindset

· Innovative and agile approach to product and customer success

Training & Enablement Responsibilities

· Design and deliver tiered training curricula:

· Smaller medical groups → lighter-touch programs with internal super users trained by TeamBuilder to cascade knowledge.

· Enterprise customers → robust programs, workshops, and on-sites.

· Develop role-based training paths for practice managers, schedulers, and frontline staff. May also get involved in Executive training programs, but that is secondary to on the ground and in-depth training of managers and schedulers.

· Partner with Implementation Analysts, who provide hands-on training during configuration, to ensure customers understand how their instance of TeamBuilder is set up and why. Help them apply that configuration to their day-to-day needs by putting yourself in their shoes and showing them how TeamBuilder can make their lives better.

· Act as a trusted advisor to practice managers and leaders, providing strategies, tips, and reassurance to reduce friction and build confidence in new scheduling models.

· This would sometimes come in the format of materials and video trainings/office hours, and other times would require in-person working sessions to help managers learn how to build templates and schedules to their unique circumstances, helping them breakthrough mental barriers.

Travel and Responsiveness Expectations

· Travel: This role will involve on-site training and enablement with medical groups, sometimes outside of originally planned schedules. Candidates should expect:

· Regularly scheduled onsite training sessions with practice managers and schedulers.

· Occasional additional onsite visits requested by customers when new challenges or urgent needs arise.

· Flexibility to adjust travel plans and availability based on customer requirements.

· Responsiveness: Customers may have urgent training or support needs that fall outside standard scheduling. To succeed in this role, the individual must:

· Be responsive to customer requests that arise unexpectedly and manage them with minimal hand-off.

· Prioritize continuity of support — once engaged with a customer situation, remain with it until resolution where possible.

· Balance responsiveness with proactive scheduling by partnering with colleagues when coverage or backup is required.

· Flexibility: The role requires a blend of planned and reactive work, with the ability to manage both structured training programs and ad-hoc customer needs. Strong time management, communication, and collaboration are essential to maintaining customer trust while ensuring the workload is shared effectively across the team.

Ideal Experience and Background

We are seeking a boots-on-the-ground operator who has lived through the day-to-day realities of running an ambulatory medical group practice and understands the nuances of schedule creation. This role requires someone who is both credible with practice managers and operational leaders, and skilled at translating their experience into training and enablement strategies that reduce friction and build confidence.

Strong candidates will have one or more of the following backgrounds:

· Former Practice Manager or Clinic Operations leader who directly owned staff scheduling, patient access, and workflow optimization who is technologically savvy and forward.

· A Practice Manager or operational leader selected internally to lead a technology implementation (e.g., scheduling systems, EHRs like Epic, workforce tools like Workday).

· A healthcare operations professional who has successfully transitioned into SaaS or healthcare technology, bringing both frontline knowledge and software implementation experience.

Relatability:

· Must be relatable to practice managers and frontline leaders, able to say “I’ve been in your shoes” and mean it.

· Comfortable addressing resistance to change with empathy, tips, and practical strategies.

· Technologically savvy, with a strong track record of driving adoption of healthcare tech tools or SaaS platforms.

Cross-Functional Collaboration · Implementation → Capture training and support insights from Implementation projects to refine training programs.

· Customer Success → Align with CSMs to deliver refresher training, advanced enablement, and ensure ROI milestones are supported.

· Product & Engineering → Provide feedback from training/support to inform roadmap priorities and feature launches. Keep a list of top priority advancements that will change the game for practice managers.

· Marketing → Partner on customer-facing enablement campaigns, community programs, and advocacy initiatives.

Goals and KPIs

· Successful creation of end-to-end comprehensive training program

· % of customers in each role completing training paths

· Training CSAT (LMS, workshops, on-sites, webinars, in-app onboarding)

· Adoption improvement post-training (usage & compliance benchmarks, CSAT)

Additional Information

· Job Type: Full-time, Exempt, Remote, Travel Required

· Compensation: Competitive including paid time off, medical benefits, and the potential for an annual performance bonus, and/or equity.

· Culture: We foster a collaborative, engaging, mission-driven culture that values innovation and prioritizes customer success.

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