About M7 Health

Nurses are the largest sector of the healthcare workforce, yet the least invested in and the least technologized. Amid a record nursing shortage and unprecedented turnover, health systems lack the data, insights, tools, and operational know-how to foster the flexibility, predictability, and autonomy that the modern nurse demands.

M7 Health is a digital command center for nursing workforce management, built specifically for health systems. M7’s platform helps hospitals better understand the unique work-life needs of their nurses and then guides nurse managers in building staffing models that optimize for staff satisfaction and efficiency.

We’re backed by an all-star team of healthcare and venture investors, including 25m Health, Lakehouse Ventures, January Ventures, Everywhere Ventures, and Banter Capital.

What you’ll do at M7

As an Customer Operations Associate, you will be at the frontlines of introducing the M7 platform to health systems across the US and helping nurse leaders and staff take full advantage of M7’s technology.

In your role, you will work alongside Account Managers to deliver on two primary objectives:

• Facilitate successful go-lives at new M7 customer sites
• Provide ongoing support for M7 users, including nurse leaders and frontline staff

Specifically, you’ll be responsible for:

Go-Live Support

• Coordinating and leading a combination of in-person and virtual staff training sessions with hospital leadership, including logistics, communications, and material preparation
• Configuring the M7 platform based on clinical specialty, facility policies, and feedback from unit-level leadership on feedback from unit-level leadership
• Collaborating with Account Managers to train and facilitate change management efforts for unit leadership and hospital leadership

Ongoing Customer Support

• Being “on call” for inbound customer communications, including calls, texts, and emails to M7 customer service channels
• Conducting data analysis on product usage to identify trends and opportunities to better support users
• Building customized reports as requested by hospital leadership to better understand their workforce and inform product improvements

You’ll thrive in this role if you:

• Have strong project management skills: You will be tasked with the planning, communication, and execution of training that involves hundreds of stakeholder per health system over multiple weeks. A strong fit for this role will be able to independently plan and execute these projects
• Consider communication a super power: During implementation and customer support activities, you will coach M7 users on how to make the most of the platform. A strong fit for this role enjoys learning about individual’s work-life needs, tailoring communications to meet users where they are, and providing education on new technology in an approachable manner.
• Comfort with Data Analysis: The M7 platform produces a significant amount of proprietary data on individual staff members, unit sentiment, and staffing behavior. A strong fit for this role will be able to take raw data, conduct analysis, and synthesize the results into actionable feedback for our product team and external customers.
• Enjoy traveling to provide in-person customer support: This role involves substantial travel, particularly during new customer implementations (go lives). Depending on the upcoming go-live calendar, you can expect to travel 2-3 weeks per month (2-3 days per trip)

While it’s not required, it’s an added plus if you also have:

• Nursing experience, or experience in healthcare settings- M7 Health exists to advance the nursing profession by making hospital-based nursing jobs more flexible, rewarding, and sustainable. We value candidates who have first-hand experience by the bedside (or working in a healthcare setting!) and share our passion for supporting nurses everywhere
• Experience implementing new technologies or processes at health systems- When we bring the M7 platform to a new customer, we play a decisive role in orchestrating the entire change management process. Candidates with experience running a well-coordinated, clearly communicated implementation program are encouraged to apply
• An desire to translate customer feedback into new product features- M7’s superpower is our ability to translate feedback directly from nurse users into our product development program. Candidates interested in working at the nexus of product development and customer enablement will build on our momentum towards building THE platform for the nurse workforce

You’ll be a great fit at M7 Health if you are:

• ⚖️ Work with the ethos “Strong Opinions, Loosely Held”: You value being prepared prior to meetings and come with a well-reasoned perspective for how we’ll get the job done. However, you also maintain the intellectual humility to adjust your beliefs when presented with a strong alternative plan of action
• 🗨️ A clear communicator and strong sense of prioritization: You value clear, answer-first communication and can tie your specific work with the broader objectives of a go live and the company’s overall goals. You take the time to consider your work in the “bigger picture” and prioritize the work that will have the biggest impact towards M7’s goals.
• 🐣Comfortable with early stage: You enjoy the ambiguity and scrappiness of an early stage company and are excited about wearing many hats. You appreciate the evolving nature/needs of an early stage company and are willing to adapt on the fly as M7 is presented with new opportunities to help our customers and users. You are comfortable stepping in and contributing to efforts outside of your core work to move the company forward.
• 🔥Passionate: The state of nursing in the U.S. is dire. We are solving a real problem that has serious implications for the health of our communities, the stability of our healthcare system, and the well-being of the largest sector of the healthcare workforce. Healthcare experience is optional, passion for the mission is required.

Compensation and Benefits

• This role offers industry-competitive compensation, including:
  • Cash-based and equity-based compensation
  • Medical, Health, and Dental Insurance
  • Flexible Vacation

Equal Opportunity Employer

At M7 Health, we aim to foster a workplace free from discrimination. We believe that diversity of experience, perspectives, and backgrounds leads to a better environment for our people and a better product for our clients. M7 Health is an equal-opportunity employer and encourages all applicants from every background and life experience to apply.

Applicants must be eligible to work in the United States. M7 Health does not sponsor work visas or employment authorization. Only candidates with the legal right to work in the U.S. will be considered for this position.