We are always looking for self-motivated, creative, multi-disciplinary professionals who thrive in a small company environment.

Working at Aquifer

  • Work at the forefront of healthcare education with the nation’s leading medical educators
  • Collaborative, friendly, and innovative team
  • Salary and benefits competitive in the Upper Valley region
  • Flexible work environment

Working in the Upper Valley

Aquifer is located in Lebanon, New Hampshire in the scenic Upper Valley region – across the street from Dartmouth Hitchcock Medical Center, next door to Hanover and Dartmouth College, and across the river from Vermont. The area offers a friendly, safe lifestyle where people support and care about each other.

New England’s best hiking, skiing, and other spectacular outdoor adventures are just around the corner. The Upper Valley has an active arts and entertainment scene, terrific museums, convenient shopping, great schools, and convenient travel to Boston and New York.

Now Hiring

Aquifer is seeking a Customer Success Specialist based from our Upper Valley offices but with the opportunity to work from home. You will support our health professions education customers as a partner to account managers from pre-sales through onboarding and beyond into support.

About Aquifer

Simply put, our goal is to affordably empower learners to become the clinicians they imagined themselves to be through online education. Aquifer’s vision is to transform healthcare education to achieve a $10,000 annual tuition. We’re a unique self-funded, mission-driven nonprofit – a virtual learning company with a 98% market share in medical education, and a growing presence in physician assistant and nurse practitioner education. Our courses are designed by a consortium of the nation’s leading medical educators to help students acquire core knowledge, clinical reasoning skills and other cognitive competencies. More than 70,000 students complete over 2,000,000 Aquifer cases annually. We are rapidly accelerating our strategy to meet the unprecedented virtual education needs exposed by the COVID-19 pandemic. We invite you to join us in leading the revolution.

Responsibilities

Our CSS will develop long-term partnerships with customers to ensure they become and remain successful and realize the full value of their Aquifer investment to ensure subscription renewal; drive a high level of customer satisfaction as a trusted advisor on product, assessment and curriculum best practices; provide expert-level product support; and identify product expansion opportunities.

Retention Support

  • Support relationship managers in the customer journey, beginning to end – from pre-sales demos to activation to onboarding and training, ensuring customers deploy  as quickly as possible and that our products are loved by educators and students.
  • Nurture customers towards a successful adoption through understanding of educator and student success and deep product knowledge – Aquifer is more than just software.  Stay ahead of the curve with each customer, striving to meet the needs of the educators and students and helping Aquifer remain the leader in online clinical learning.

Part of the team responding to account issues during annual subscription renewal periods.

Training and Onboarding

  • Deliver confident onboarding training sessions for administrators and educators, by illustrating the best ways to use our software and assessments, instilling confidence and belief in Aquifer’s ability to improve student performance. 
  • Provide support to ensure customers are comfortable and capable with the software, instructing and guiding educator and student customers through tasks including exams and assessments.
  • Maintain and enhance customer success documentation.

Assessment Support

  • Set up exams and provide exam results within two business days, providing testing policies and procedures to educators and students as needed.
  • Provide assistance troubleshooting common errors and answer questions on assessment procedures.
  • Report software bugs.
  • Assist with testing new software development and ensuring scoring accuracy, as needed.

Customer Support

  • Resolve time sensitive and high-pressure user queries for both product use and assessment, taking responsibility, initiative and coordinating internally to ensure support is always covered.
  • Proactively use reporting and analytics to provide insights into each account’s health, taking responsibility for improving educator and student satisfaction with every interaction and helping meeting retention and growth targets.
  • Collect product and assessment feedback from educators and students and share it with the relevant teams, championing process and product changes to better serve customers.

Qualifications

  • 3+ years of software support, onboarding experience, account management or involvement in a customer success program.
  • 2+ years of experience in a B2B SaaS platform environment preferred.
  • Experience in post-secondary online education is highly desirable.

Core Values

  1. Live the Aquifer non-profit mission – feel the need, create the future, and evaluate the impact.
  2. Collaborate wholeheartedly – be proactive and agile, seek first to understand, play well together.
  3. Keep your promises – get stuff done and deliver on time, finish what you started, and own the responsibility.
  4. Do the right thing – remember the Golden Rule, put the customer first, and embrace transparency.
  5. Strive for excellence – make your A-game your everyday game, know your stuff and stretch a lot.
  6. Be bold and fierce – attach the opportunity, show your grit, and manage your fear.
  7. Enjoy the journey – take the work seriously, yourself less so; go far together and be well.

Diversity Encouraged

Our organization strongly values diversity and the inclusion of people from a wide range of backgrounds and experience, recognizing that such diversity will enrich our culture and strengthen our ability to fulfill our organization’s mission. 

Aquifer is seeking a Business Support Specialist based from our Upper Valley offices but with the opportunity to work from home. You will support the internal systems used by our team to serve our health professions education customers.

About Aquifer

Simply put, our goal is to affordably empower learners to become the clinicians they imagined themselves to be through online education. Aquifer’s vision is to transform healthcare education to achieve a $10,000 annual tuition. We’re a unique self-funded, mission-driven nonprofit – a virtual learning company with a 98% market share in medical education, and a growing presence in physician assistant and nurse practitioner education. Our courses are designed by a consortium of the nation’s leading medical educators to help students acquire core knowledge, clinical reasoning skills and other cognitive competencies. More than 70,000 students complete over 2,000,000 Aquifer cases annually. We are rapidly accelerating our strategy to meet the unprecedented virtual education needs exposed by the COVID-19 pandemic. We invite you to join us in leading the revolution.

The Opportunity

Supports Aquifer’s internal business applications as a consultant and expert user who can roll their sleeves up and make things happen quickly in support of Aquifer’s mission and growth.  Frequently shifts between supporting different Aquifer teams and enjoys doing so. Demonstrates initiative and self-motivation to continuously improve and complete tasks on time. Demonstrates ability to solve complex configuration challenges and create integrations with multiple systems via scripting and APIs.

Responsibilities

  1. Demonstrates “expert user” knowledge for the Aquifer business applications, configures them to meet business needs, develops custom integrations involving these systems via API extensions to ensure user satisfaction and productivity.
  2. Proactively undertakes projects that enhance the quality and efficiency of business systems; Leads outside vendors, consultants, and internal staff in support of major or complex projects.  Experienced in implementing data and process integration across multiple applications.  Typical projects may include Suitelet development in Netsuite; application and data migrations; supports data extract, process and load for business analytics; and API integrations with Aquifer’s Learning Management Systems for both financial and CRM applications.
  3. Supports Aquifer senior leaders, acting as a consultant and making recommendations for application changes to continuously improve business processes and anticipates future business needs.   Skilled in business process analysis, needs assessment, gap analysis and cost benefit analysis and independently able to create functional requirements.  Proactively recommends best-practices ways of using Aquifer applications to improve workflow, eliminate labor intensive and time-consuming tasks and to increase quality.  Develops strong relationships and lines of communication with Aquifer teams to foster a better understanding of the factors that influence the business units.
  4. Transfers knowledge and onboards Aquifer staff in the operation of information systems to insure their success, manages data ownership and integrity issues.  Maintains Aquifer specific documentation for responsible systems and processes.  Writes application guides, implementation plans, and testing procedures.
  5. Provides immediate assistance when application problems block team operations.  Works in a calm and logical manner with Aquifer staff and vendors to resolve problems.
  6. Effective written communicator.  Maintains KPIs on day-to-day operations, new initiatives, and support issues.  Strong user of project management tools, specifically Confluence/Jira.
  7. Consistently models the highest levels of support orientation and professionalism.

Requirements

  • Bachelor’s degree in a relevant field.
  • 3-5 years relevant systems experience; at least one ERP and one CRM systems experience required.
  • Proven evidence of project management skills. 
  • Proven mastery level expertise in business applications including Oracle NetSuite, Zoho CRM, Zoho Desk, Confluence/Jira, Slack, Monday.com, Tableau, GSuite and Google Docs, Dropbox, Attendease, Zoom, Concord Contract Management, WordPress and others and their scripting and integrations.
  • This is not an IT position supporting hardware or operating systems.

Core Values

  1. Live the Aquifer non-profit mission – feel the need, create the future, and evaluate the impact.
  2. Collaborate wholeheartedly – be proactive and agile, seek first to understand, play well together.
  3. Keep your promises – get stuff done and deliver on time, finish what you started, and own the responsibility.
  4. Do the right thing – remember the Golden Rule, put the customer first, and embrace transparency.
  5. Strive for excellence – make your A-game your everyday game, know your stuff and stretch a lot.
  6. Be bold and fierce – attach the opportunity, show your grit, and manage your fear.
  7. Enjoy the journey – take the work seriously, yourself less so; go far together and be well.

Diversity Encouraged

Our organization strongly values diversity and the inclusion of people from a wide range of backgrounds and experience, recognizing that such diversity will enrich our culture and strengthen our ability to fulfill our organization’s mission. 

This position is for a motivated Full Stack Software Developer to help build the next generation medical education platform. This position will work alongside our software development team to support new releases of our main Medical Education Delivery Platform. Our Engineering team includes Junior and Senior developers supporting the following areas: Design, Mobile, and Platform.  We take pride in the utility of the products we have built and the craftsmanship of their implementations. 

About Aquifer

Simply put, our goal is to affordably empower learners to become the clinicians they imagined themselves to be through online education. Aquifer’s vision is to transform healthcare education to achieve a $10,000 annual tuition. We’re a unique self-funded, mission-driven nonprofit – a virtual learning company with a 98% market share in medical education, and a growing presence in physician assistant and nurse practitioner education. Our courses are designed by a consortium of the nation’s leading medical educators to help students acquire core knowledge, clinical reasoning skills and other cognitive competencies. More than 70,000 students complete over 2,000,000 Aquifer cases annually. We are rapidly accelerating our strategy to meet the unprecedented virtual education needs exposed by the COVID-19 pandemic. We invite you to join us in leading the revolution.

Responsibilities

Technology

  • Write, test, deploy and maintain software code
  • Reverse engineer software code
  • Document software code
  • Requirements Engineering 

Requirements

Basic Qualifications

  • 3 years professional software development experience with a modern web framework   such as Ruby on Rails and Javascript..
  • Bachelor’s degree
  • Building and Using APIs
  • Linux
  • Heroku
  • SSH 
  • SSL
  • SQL 
  • JSON
  • Apache
  • PostgresSQL 
  • React
  • Team player with excellent verbal and written communication skills
  • Testing frameworks such as Cucumber and Rspec

Desirable

  • Experience in the medical education publishing industry
  • Cloud Networking
  • SaaS
  • 3+ years of Ruby on Rails experience

 What you could pick up by working with us

  • Experience building and maintaining a large-scale, high-availability web application with an active and growing user base
  • Strong mentoring by experienced developers
  • Confidence writing tests for high-risk functionality like exams and evaluations
  • Practice designing and implementing RESTful web service APIs
  • Solid relational database design fundamentals
  • Distributed version control expertise with Git

Apply Now

To apply, please send a cover letter and resume to [email protected]