What are the responsibilities and job description for the Customer Technical Support & Implementation Lead position at Calpion/Plutus Health?
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