Customer Success Manager – EHR platform
| Company | Qualifacts |
|---|---|
| Location | Tampa, FL, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Junior, Mid Level |
Requirements
- Bachelor’s degree in related area preferred (experience in lieu of degree)
- 2 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 communications; exposure to behavioral/mental health care strongly preferred
- Experience driving customer value and company revenue via upsell/cross-sell and contract renewal efforts
- Experience in the behavioral health industry, preferred
- Experience working with CSM applications, preferred
- Experience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred
- Demonstrated leadership abilities and achievement orientation
- Highly self-motivated and directed
- Superior attention to detail
Responsibilities
- Own the health, satisfaction, and engagement of the assigned Customer accounts, utilizing and improving upon current methodology to deliver success aligned with program metrics
- Ensure consistent data capture from Customers, collecting intelligence regarding the current marketplace, industry news, and compelling events taking place in assigned accounts; translate 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-ons; identify resources and develop and execute plans to address gaps. Manage Customer escalations in detail, routing to the appropriate business area and ensuring adequate and documented follow up
- Builds relationships with showcase customers to drive them to partner in training and marketing events, and reference programs; engage 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
- Support product adoption and upsell/cross-sell opportunities through strategic, value-driven business reviews with customers
- Execute to successful completion of departmental KPI’s, metrics, etc.
Preferred Qualifications
- Experience in the behavioral health industry, preferred
- Experience working with CSM applications, preferred
- Experience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred
- Group presentation skills, preferred