Client Onboarding Success Strategist

About Knowtex

Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, we're experiencing explosive growth across both commercial health systems and federal healthcare, with our ambient documentation platform scaling rapidly to thousands of clinicians across hundreds of specialties. We're at an inflection point where cutting-edge AI meets real clinical impact, giving clinicians hours back each day to focus on what matters most - their patients.

We're currently scaling our partnership with the Department of Veterans Affairs (VA), implementing our technology across VA medical centers nationwide to serve America's Veterans and the clinicians who care for them.

The Opportunity

We're at an inflection point. In the next 90 days, we'll scale from 200 to 7,500 active clinician users across 9 Veterans Integrated Service Networks (VISNs). Over the next 3 years, we'll reach 150,000 users - making this one of the largest healthcare AI implementations in the country.

We need a Client Onboarding Success Strategist who can build, scale, and sustain the training, support, and engagement infrastructure that will make this transformation successful. This isn't a traditional training role - you'll be architecting human systems at scale, using data to drive decisions, and directly impacting both clinician wellbeing and Veteran care.

What You'll Do

Build Scalable Onboarding Infrastructure (Months 1-3)

• Design and implement a comprehensive onboarding program that can scale from 200 to 7,500 users in 90 days while maintaining 80%+ activation rates within 7 days of training

• Create both synchronous and asynchronous training pathways that serve clinicians across experience levels, specialties, technical proficiency, and geographic locations (urban VAMCs to rural CBOCs)

• Develop training materials, job aids, video tutorials, and support documentation that meet Section 508 accessibility compliance standards

• Build the Site Point of Contact (POC) engagement model, including weekly information forums, office hours, and barrier mitigation processes

• Establish metrics, dashboards, and reporting systems aligned with the RE-AIM evaluation framework (Reach, Effectiveness, Adoption, Implementation, Maintenance)

• Partner with VA leadership, ILEAD (Institute for Learning, Education and Development), and VA Training Management System (TMS) teams to integrate Knowtex training into VA's ecosystem

Drive Adoption & Engagement (Ongoing)

• Achieve and maintain target metrics:

  • 80% activation rate within 7 days of training

  • 80% recording initiation rate within 7 days of activation

  • 75% utilization rate across eligible appointments

  • 85%+ training satisfaction scores

  • 75% user retention at 90 days post-training

• Identify, recruit, and develop Site Champions - peer advocates who accelerate adoption within their facilities

• Conduct root cause analysis on low-adoption sites and deploy targeted interventions to overcome barriers

• Monitor equity metrics to ensure consistent access and outcomes across rural/urban sites, specialties, and clinician demographics

• Lead executive stakeholder engagement, presenting data-driven insights to VISN leadership and VA executives

• Design and facilitate virtual office hours, Q&A sessions, and community building events

Ensure Implementation Quality & Compliance (Ongoing)

• Monitor implementation fidelity across 9 VISNs and dozens of VA sites, ensuring consistent quality while allowing for necessary local adaptations

• Collect, categorize, and prioritize implementation barriers through Site POC forums, support tickets, and user feedback

• Collaborate with Product, Engineering, and Support teams to translate user insights into product improvements and support enhancements

• Ensure all training materials, recordings, and documentation meet Section 508 accessibility standards through regular audits

• Track cost efficiency metrics (license utilization, cost per note generated, training resource efficiency)

Build for Long-Term Sustainability (Months 6+)

• Develop strategies to maintain 75%+ user engagement beyond 90 days post-training

• Integrate Knowtex training into VA's new hire onboarding processes, achieving 100% of new clinicians trained within 30 days

• Create a content management system that enables continuous improvement of training materials based on user feedback, feature updates, and workflow evolution

• Build train-the-trainer programs that enable Site POCs and Champions to provide frontline support

• Document and disseminate best practices from high-performing sites across the enterprise

• Develop the organizational infrastructure to scale from 7,500 to 150,000 users over 3 years

Measure, Analyze, Optimize (Daily/Weekly/Monthly)

• Conduct daily reviews of critical metrics: active users, notes generated, system uptime, support tickets

• Perform weekly analysis of utilization trends, training effectiveness, Site POC engagement, and emerging barriers

• Deliver monthly reports on comprehensive Reach metrics, equity analysis, implementation quality, and strategic recommendations

• Lead quarterly RE-AIM framework assessments with complete data analysis, ROI calculations, and strategic planning

• Use data to drive continuous improvement in training content, support models, and engagement strategies

Who You Are

Required Qualifications

Experience & Expertise:

• 7+ years in instructional design, learning & development, or training program management

• Proven track record managing enterprise-scale training initiatives (10,000+ users)

• Experience in healthcare, government, or highly regulated environments

• Demonstrated ability to scale training programs rapidly while maintaining quality

• Strong project management skills with ability to manage multiple concurrent initiatives

• Expert-level instructional design skills using ADDIE, SAM, or similar frameworks

• Experience with Learning Management Systems (LMS), virtual training platforms, and e-learning authoring tools

Technical & Analytical Skills:

• Data-driven decision maker comfortable with dashboards, metrics, and analytics

• Section 508 accessibility knowledge (508c Trusted Tester certification highly preferred)

• Proficiency with virtual collaboration tools (Zoom, Teams, SharePoint, etc.)

• Experience creating asynchronous learning content (video, microlearning, job aids)

• Ability to translate complex technical concepts into clear, actionable training

Leadership & Communication:

• Exceptional stakeholder management skills across all organizational levels (frontline clinicians to C-suite executives)

• Experience building and leading remote, distributed teams

• Strong written and verbal communication skills

• Ability to influence without direct authority

• Comfortable presenting to large audiences and executive leadership

Mindset & Approach:

• User-centered design thinking with deep empathy for end-user challenges

• Bias toward action - able to make decisions with incomplete information

• Entrepreneurial mindset comfortable with ambiguity and rapid change

• Systems thinker who can see both tactical details and strategic vision

• Continuous improvement orientation with willingness to iterate based on data

• Mission-driven with genuine passion for improving clinician wellbeing and Veteran care

Strongly Preferred

• Master's degree in Instructional Design, Education, Organizational Development, or related field (or equivalent experience)

• VA or federal government experience

• Healthcare IT implementation experience

• Human-Centered Design (HCD) or Design Thinking training/certification

• Experience with ambient AI, clinical documentation, or EHR systems

• Lean/Six Sigma process improvement background

• Experience with RE-AIM, CFIR, or similar implementation science frameworks

Why Knowtex?

Mission That Matters: Every clinician you onboard successfully gets hours of their life back each week. Every note generated accurately means a Veteran receives better care. This work directly impacts clinician burnout - one of healthcare's most critical challenges.

Scale & Impact: You'll be building systems that serve 150,000 clinicians and millions of Veterans. This is healthcare AI implementation at a scale few ever get to experience.

Autonomy & Ownership: You'll have significant authority to design, build, and execute your strategy. We need your expertise - not someone to execute a pre-built playbook.

Innovation at Intersection: You'll operate at the fascinating intersection of cutting-edge AI technology and the complex, mission-critical world of VA healthcare. Startup innovation meets government scale.

Growth Trajectory: As we scale from 7,500 to 150,000 users, this role will evolve. You'll build the team and infrastructure for the next phase of growth. Leadership opportunities will emerge for those who thrive.

Team & Culture: Work with brilliant, mission-driven colleagues who care deeply about solving hard problems the right way. We value user empathy, data-driven decisions, and continuous learning.

Logistics

Location: Remote with some travel required (approximately 10-15% initially, decreasing over time)

• Travel to VA medical centers nationwide for site visits, training events, and stakeholder meetings

• Occasional travel to Knowtex offices for team gatherings and strategic planning

Team: You'll initially work closely with our Product, Engineering, Customer Success, and Support teams. As we scale, you'll build and lead a distributed team of training specialists, instructional designers, and implementation coordinators.