Implementation and Onboarding Specialist - AU/NZ

About HeartLab

At HeartLab, we’re building the next generation of medical imaging applications to help cardiologists spend more time with patients and deliver better health outcomes.

We’re a team that cares deeply about craft, customer impact, and building products that genuinely improve clinical workflows.

The Opportunity

We’re hiring an Implementation and Onboarding Specialist to support successful deployment of HeartLab’s cloud-native cardiology imaging solution across Australia and New Zealand.

This role is critical to ensuring customers have a seamless, world-class experience post-sale, from onboarding and go-live through to early adoption. You’ll work closely with clinicians and operational stakeholders, guiding them through implementation and training to ensure they achieve meaningful outcomes with HeartLab.

Reporting to the Chief Revenue Officer, you’ll be a key contributor to customer success and long-term retention.

What You’ll Do

Implementation & Onboarding:

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• Own the post-sale customer experience, ensuring a seamless and world-class onboarding journey

• Develop and execute onboarding plans to support successful deployments

• Coordinate onboarding activities across clinical and operational stakeholders

• Deliver end-user training for clinicians, sonographers, and cardiologists

• Support go-live readiness, workflow adoption, and early-stage troubleshooting

• Document onboarding processes and contribute to continuous improvement of implementation playbooks

Customer Research & Insights

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• Conduct structured discovery with new customers to understand clinical workflows, imaging requirements, and success criteria

• Gather and synthesise customer feedback to identify adoption blockers, product opportunities, and workflow improvements

• Maintain notes and insights from onboarding activities to support internal product and commercial decision-making

• Partner with Sales/Product to communicate customer needs and implementation learnings

What We’re Looking For

Must-have:

• Prior experience in cardiology imaging (or closely related medical imaging environments)

• Strong written and verbal communication skills, with a high degree of professionalism when working with clinical stakeholders

• Self-starter with strong attention to detail and an outcome-focused approach

• Demonstrated commitment to customer success and adoption

Nice-to-have:

• Experience implementing healthcare technology or SaaS products

• Training/facilitation experience with clinical end users

• Familiarity with clinical workflows, imaging systems, or cloud-based healthcare software

Location

Auckland, New Zealand or Australia-based