• Own the end-to-end customer implementation experience, including pre-sale technical evaluations, proof-of-concept support, and post-sale onboarding • Ensure Implementation Engineers deliver high-quality, white-glove technical integration support to prospective and newly sold customers • Establish clear engagement models and handoffs between Sales, Technical Services, and Customer Success • Oversee the delivery of tailored customer training programs designed to help clients effectively utilize Chartbeat products • Ensure training engagements align to customer goals, use cases, and stages of product maturity • Drive consistent product understanding and “aha” moments that reinforce customer value • Lead, coach, and develop a team of Implementation Engineers and Customer Training & Enablement Managers • Define clear role expectations, performance standards, and development paths across the team • Foster a culture of accountability, empathy, and continuous improvement • Design and maintain scalable implementation and training frameworks, documentation, and best practices • Identify gaps and inefficiencies in onboarding and training workflows and drive continuous improvement • Use delivery insights and customer feedback to refine programs and improve outcomes over time • Partner closely with Customer Success to support strong post-onboarding adoption and retention • Collaborate with Sales on technical readiness during trials and early-stage customer engagements • Work with Product and Support to surface recurring implementation challenges and inform improvements

Parachute Health is transforming post-acute care through the leading digital ordering platform for medical equipment and supplies. We replace the outdated, error-prone paper and fax process, which negatively impacts over 30 million patients annually, with a system that’s 10 times faster. Our platform connects a vast network of Home Medical Equipment (HME) providers, clinicians, and payors across all 50 states, ensuring millions of patients get the life-saving products they need quickly and efficiently. Join our team and make a difference in patient care. What You’ll Do Implementation Task Execution - Support the onboarding of HME (Home Medical Equipment) Providers to the Parachute Platform. Complete critical implementation tasks such as catalog setups, system configurations, and integrations to enable seamless adoption. Partner with Implementation Managers (IM) to drive rapid growth of Digital Ordering across the marketplace. End-to-End Supplier Support - Provide ongoing support to suppliers after they go live, working closely with Implementation Managers and Account Managers to resolve issues, optimize system performance, and address supplier needs to ensure sustained success on the platform. End User Training & Enablement - Lead tailored demos and training sessions for customers, equipping end-users with the knowledge and resources to maximize platform functionality. Ensure users have the support they need to confidently use the platform post-implementation. Process Improvement & Feedback - Proactively identify and share feedback on process improvements that can streamline the onboarding and transformation journey. Collaborate with the implementation team to enhance overall efficiency and effectiveness. - Support internal teams through documentation of our tools, workflows, and integrations. Technical Integrations & Interoperability - Develop expertise in Parachute Platform interoperability with systems like Brightree & NikoHealth. Support integration tasks to help customers embed seamlessly within our platform, improving workflow connectivity and functionality. Requirements Experience and Skills - Experience with set-up, configuration, or administration of a SAAS product (healthcare or healthcare adjacent) - 1-3 years in a customer-facing role preferred - Proficiency in using standard office software, email and collaboration tools - Experience using Excel (advanced), analytics platform, CRM, and JIRA - Strong verbal and written communication skills, with experience interfacing with external customers to provide support, gather requirements, and deliver project updates. Task and Time Management - Demonstrated ability to manage and prioritize multiple implementation tasks (e.g., catalog setups, system configurations, integrations) to ensure timely project delivery. - Proficient in task management tools and techniques to monitor progress, meet deadlines, and communicate timelines effectively with team members and customers. Attention to Detail - High attention to detail, with the ability to ensure accuracy across various implementation tasks while understanding the broader project context. - Quick learner with a strong capacity to recognize both minor details and the larger implications for successful onboarding and platform adoption. Adaptability and Problem-Solving - Ability to quickly grasp new technical concepts and troubleshoot issues as they arise during implementation. - Proactive and resourceful in identifying and addressing challenges to maintain smooth and efficient implementations. Benefits - Medical, Dental, and Vision Coverage: Comprehensive plans with options for low-to-no-cost premiums. - Employer HSA Contribution: Company-funded contributions to your Health Savings Account. - 401(k) Retirement Plan - Equity Incentive Plan - Annual Company-Wide Bonus: Opportunity for up to 15% bonus based on company performance. - Remote-First Culture: We are remote-first with a dedicated NYC office and reimbursement options for co-working spaces. - Flexible Vacation Policy - Summer Fridays: 5 additional Fridays off during the summer (separate from PTO). - Home Office and Wellness Stipend - Monthly Internet Stipend - Annual Learning and Development Stipend Base Salary Band (based on level and experience) $58,500 - $80,000 California job applicants may access the Notice of Collection of Personal Information and Privacy Policy with information and rights required by the California Privacy Rights Act (CPRA) the link here. We are proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. This role is not eligible for employer visa sponsorship. Applicants must be legally authorized to work in the United States at the time of application and for the duration of employment. The Company does not sponsor employment authorization for this position, nor will it provide assistance in obtaining temporary work authorization

Description and Requirements Key Responsibilities: • Coaches, coordinates, and develops Multi-State PFL, FML and ADA Claims Specialists. • Acts as resources for claim-related and technical issues. • Monitors case managers' work queues to ensure claims team is meeting expectations and applicable performance guarantees. • Conducts exceeds authority reviews daily, weekly quality audits; resolves escalated phone calls. • Analyzes trending opportunities to provide ongoing trainings. • Provides real time coaching to Claims Specialists. • Provides feedback to Unit Leaders on individuals' and overall team performance. • Daily and weekly reporting to ensure compliance measures are met. • Performs other related duties as assigned or required. Essential Business Experience and Technical Skills: Required: • Positive mindset and willingness to learn • 1+ years of Absence Management Disability Insurance experience • Must be able to communicate clearly and effectively, both written and verbal • Ability to work with autonomy, minimal direction • Strong computer skills (word, excel, manipulating reports, spreadsheets, etc...) • High School Diploma Preferred: • 1 + years of Paid Family Leave experience Absence, FMLA • 5+ years of Disability Insurance experience • Excellent analytical, decision making and problem-solving skills • Highly self-motivated The expected salary range for this position is $41,600 - $80,169. This role may also be eligible for annual short-term incentive compensation. All incentives and benefits are subject to the applicable plan terms. Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more! About MetLife Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us! MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics"). If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities. $41,600 - $80,169

• Provides support for the implementation and effectiveness of products, services and technical or business systems, software, or solutions so that customers reach their desired outcomes using FA products. • Assists in the development of project plans to define success for customers, manage change and resources, and ensure that implementations are completed on time, within budget and meet client expectations. • Train customers in best practices and participate in onboarding activities to help customers maximize FA products and services. • May be involved in the coordination and communication of timelines and status to clients, external partners, internal teams, management, and impacted groups. • Provide a wide range of support to proactively identify, support and address client needs. • May act as the team’s resource and subject matter expert. • Work closely with management and internal teams to identify client implementation needs and develop configurations which support business and client processes. • Identify, develop, and deliver training and education to clients. • Conduct online meetings/conference calls to orient clients, present new functionality, deliver training, and collaborate with clients about concerns. • May be involved in pre-sales product demonstrations or provide assistance in scoping projects or developing proposals. • Document and organize SOPs, process workflows and statistical data. • Participate in a range of presentations, gather information, create materials, present findings, lead discussions with internal teams and clients. • Identify trends, share customer insights, and provide recommendations for solutions to management.