Job type full-time
Full job description
Qualifacts is one of the largest behavioral health, human services and rehabilitative services ehr vendors in the countryIts mission is to partner with customers with technology and services that enhance their ability to deliver quality care, exceptional outcomes and improve the lives of the individuals they serveWith more than 20 years of experience, its products and services help customers achieve interoperability goals, optimize efficiency, improve productivity, and maximize reimbursementThe company provides three ehr platforms– carelogic, credible and insync – while collaborating to build an even brighter future for customers and their clients.
If you are interested in combining a mission driven position with a dynamic, results oriented culture, please apply today!
About the customer engagement manager*
The customer engagement manager is a key role within the customer success department responsible for the account management of assigned state-based user groupsThrough bi-annual engagements with user groups and ongoing interactions and relationship building with key stakeholders and users, the individual in this role will drive customer satisfaction, retention, and referenceabilityCore activities with groups include providing important updates on product planning and feature deployments, conducting software training, identifying pain points, celebrating successes, and partnering with internal resources to address gaps.
The customer engagement manager also acts as the primary liaison to the partnership advisory board (pab) and partnership committees (pc)These are monthly engagement events during which we support the development of agenda content and coordinate internal resources to support these customer-led events.
The individual in this role will ensure the consistent collection and internal dissemination of important customer, state, and industry information, and serve as an internal subject matter expert for assigned events.
We`re open to remote candidates for this position!
Responsibilities for the customer engagement manager*
Owns the relationship, health and satisfaction of the assigned customer state user groups, utilizing and improving upon current methodology to deliver success aligned with program metrics
Serve as primary vendor liaison and “face” of qualifacts for assigned user group meetingsHandle meeting logistics planning and ensure delivery of key company messagesServe as a “hands-on” consultant and keep up with application new features and changes to help educate customer stakeholders
Ensure consistent data capture from customers, collecting intelligence regarding the current marketplace, industry news, and compelling events taking place in assigned statesTranslate and communicate internally to company departments to help define priority of need, improve customer experience and drive product improvements
Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-onsIdentify resources and develop and execute plans to address gapsManage customer escalations in detail, routing to the appropriate business area
Build relationships with showcase customers to drive them to partner in training and marketing events, and reference programsEngage with key users to understand how they mesh the “best practice” with the system “feature/function”; collaborate with other departments to leverage that knowledge for the benefit of the entire customer community through our training, documentation, and marketing events
Maintain internal carelogic community status page, consistently reporting the calendar of events, and outcomes of customer interactions
Other duties as assigned
Qualifications of the customer engagement manager
B.sDegree in related area preferred (experience in lieu of degree)
5 years’ experience in customer-facing roles in health care or saas, with responsibilities in one or more of the following: account management, best-practice consultation, relationship building, training, project management, or communicationsExposure to behavioral/mental health care strongly preferred
Must be able to travel 50-75% of the time
Extremely organized and skilled in project management
Able to work and communicate effectively with customers’ technical and non-technical representatives
Demonstrated leadership abilities and achievement orientation
Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues
Strong presentation, verbal, and written communication skills
Microsoft office (with expertise in excel) and familiarity with virtual meeting tools
Knowledge, skills, and abilities of the customer engagement manager*
Must have passion for customer satisfaction and believe in accountability, teamwork, collaboration, adaptability and initiative
Ability to assess needs and produce solutions to target those needs
Skills to effectively manage peers as part of a collaborative project
Initiative, motivation, creativity and ability to understand many areas of expertise
Highly self-motivated and directed
Superior attention to detail
Ability to communicate professionally with all levels of management and happy/unhappy customers
Excellent written and oral communication skills necessary to produce and deliver quality experiences through public relations style writing
Advanced organizational skills with the ability to handle multiple assignments
Experience in the behavioral health industry preferred
Experience working with csm applications preferred
Prior experience in enterprise electronic health record (ehr) application software design, development, support, training, implementation, and consulting preferred
Group presentation skills preferred
Qualifacts is an equal opportunity employerQualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law._
Job type: full-time
Posted 15 days ago