Customer Technical Support & Implementation LeadCalpion/Plutus Health • Addison, TX, US

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Customer Technical Support & Implementation Lead

Calpion / Plutus Health • Addison, TX, US

[job_card.30_days_ago]

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[job_card.full_time]

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Job Description

Salary : ABOUT ARTEMIS ABA

Salesforce-based practice management and EMR software for ABA therapy providers. We help practices manage clinical workflows, scheduling, authorizations, billing, and RCM - all in one platform.

ABOUT THE ROLE

Lead technical support and implementations for our Salesforce-based ABA clinical & practice management platform. Be the technical bridge between our ABA therapy customers and engineering team.

WHAT YOU'LL DO

Technical Support

Own Level 1-2 support : troubleshoot software issues, integrations, data sync, reporting
Manage tickets via Zoho - hit SLAs, drive CSAT
Build knowledge base, train customer success team
Escalate bugs to engineering with clear documentation

Implementation & Onboarding

Lead new customer implementations (10-500+ user practices)

Configure Salesforce : users, permissions, workflows, custom objects

Train BCBAs, RBTs, billing staff on clinical + billing workflows

Migrate data from competitor ABA platforms like Passage Health, Catalyst, Aloha ABA, Rethink, WebABA

Build custom reports / dashboards

Cross-Functional Impact

Partner with Sales on technical demos

Feed Product roadmap with customer insights

Document patterns, improve processes

YOU BRING

Must-Haves : 5+ years healthcare software support OR implementation 1+ years ABA practice management software 2+ years hands-on ABA clinical, billing, or practice operations experience Salesforce administration skills (Admin cert preferred) SQL, APIs, healthcare integrations (clearinghouses, ERA / EDI) Deep ABA knowledge : session notes, treatment plans, billing (97151-97158), authorizations Customer-facing communication skills (translate tech BCBAs / practice owners)

Nice-to-Haves : RBT, BCaBA, or BCBA certification Salesforce certifications (Platform App Builder, Service Cloud) Experience competitor ABA platforms Former ABA Clinic Director, Billing Manager, or Operations role

WHY ARTEMIS ABA?

Mission-driven : Impact autism therapy practices nationwide

High growth : $35M revenue, preparing for exit in 9-12 months

Salesforce platform : Career growth in SF ecosystem

Direct impact : Shape product roadmap, solve real customer problems

COMPENSATION

Attractive base + bonus Performance tied to CSAT, NPS, implementation success Full benefits : medical, dental, vision, 401k match PTO + holidays

Onsite : Dallas office

YOUR FIRST 90 DAYS

Month 1 : Shadow 3 implementations, resolve 50+ tickets, get Salesforce certified

Month 2 : Lead 2 implementations solo, achieve 4.5+ CSAT

Month 3 : Own escalations, reduce backlog 30%, identify top product gaps

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Customer Support Lead • Addison, TX, US

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