Propelus

Engineer

• Lead regular, often weekly, technical working sessions with customers
• Identify, configure, script, and write code to solve customer needs
• Build workflows, rules, fields, user and role management, reports, data corrections, integrations, and small platform changes
• Translate Employee Health requirements, including OSHA compliance and state-specific immunization mandates, into working Immuware solutions
• Challenge requirements that do not serve the customer's real goal and select simple effective solutions
• Document solution designs in Notion
• Update Jira with clear, well-scoped bug reports and feature requests
• Turn one-off fixes into reusable templates, decision trees, or product improvements
• Triage new module or record-type additions requiring a Letter of Work or ARR change to Customer Success Managers and Professional Services
• Serve as the technical counterpart to Customer Success Managers on customer calls
• Lead customer education, workflow walkthroughs, and retraining
• Build trusted-advisor relationships with customer power users and technical contacts
• Proactively identify configuration gaps and risks and execute solutions
• Maintain awareness of assigned customers' environments, history, and upcoming needs
• Distinguish between fixes, support tickets, and product changes
• Support an active customer engagement within 30 days
• Lead a solo customer engagement within 60 days
• Own multiple concurrent healthcare customer engagements within 90 days
• Contribute reusable playbooks and tooling and surface product feedback for scalable capabilities

Forward Deployed Engineer – Immuware

Customer Success Manager

• Lead, mentor, and develop a diverse team of Customer Success Professionals
• Provide coaching, training, and performance feedback
• Continuously improve team operating processes
• Support CSMs with account strategy and complex contract renewals, expansions, and upsells
• Collaborate with Sales and other teams to drive retention and growth
• Develop and implement data-based customer success strategies
• Analyze customer data and health trends to mitigate churn risks
• Identify product and service improvement opportunities
• Partner with Operations to design and test workflows for customer segments
• Present team performance and customer insights to director-level leadership
• Create and improve customer success playbooks, best practices, and training materials
• Manage team resources, workload distribution, capacity planning, and utilization

• Serve as the primary strategic owner for a portfolio of government regulatory boards and state agencies
• Build trusted relationships with Executive Directors and state officials
• Develop plans aligning Propelus technology with agency mandates, Department of Health regulations, and public-sector risk priorities
• Lead customized training programs for regulators and associations to support audit readiness and governance
• Monitor engagement metrics and translate data into “State of the Agency” insights
• Demonstrate sustained value, support retention, and identify risks that Propelus solutions can help avoid
• Lead complex account issue triage in collaboration with product and government affairs teams
• Navigate changing government requirements
• Conduct high-level strategic business reviews
• Identify opportunities to deepen partnerships and improve compliance outcomes

Forward Deployed Engineer – Immuware

Customer Success Manager

Senior Customer Success Manager – Government