Customer Engagement Manager (behavioral health, EHR platform)

Tishman Speyer Properties; Tampa (FL); Hybrid; USD 75,000 - 110,000; Full time

Job summary

Qualifacts is seeking a Customer Engagement Manager to oversee state-based user groups, drive satisfaction, and support renewals. The role involves liaison with the Partnership Advisory Board and coordinating monthly events.

Ideal candidates have 5+ years in customer-facing health care or SaaS roles, excellent communication, and strong project management skills. Hybrid schedule in Nashville or Tampa is offered; remote candidates are not considered.

Qualifications

• 5 years’ experience in customer-facing roles in health care or SaaS.
• Experience with enterprise EHR or similar software is a plus.
• Strong written and verbal communication skills.

Responsibilities

• Owns the relationship, health, and satisfaction of assigned state user groups.
• Coordinate with internal resources to address gaps and drive product improvements.
• Manage escalations and ensure timely resolution for customers.

Skills

Account management

Relationship building

Training delivery

Project management

Client communications

Education

BS Degree in related area

Tools

Microsoft Excel

Zoom

Teams

Job description

Job Description:Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts’ comprehensive portfolio, including the CareLogic, Credible, and InSync platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers. Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients. Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report as having the top ranked Behavioral Health EHR solutions.If you want to work inside an atmosphere where innovation has purpose, and your ambition works to support our customers and those they serve, please apply today!We are seeking candidates in Nashville or Tampa to work a hybrid schedule in either office location. Remote candidates will not be considered.Summary of the Customer Engagement ManagerThe Customer Engagement Manager is a key role within the Customer Success department responsible for the account management of assigned state-based user groups. Through 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 referenceability. Core 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.Responsibilities for the Customer Engagement ManagerOwns the relationship, health, and satisfaction of the assigned customer state user groups, utilizing and improving upon current methodology to deliver success aligned with program metricsServe 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 stakeholdersEnsure 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 improvementsAssess 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 areaBuild 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 eventsMaintain internal CareLogic Community status page, consistently reporting the calendar of events, and outcomes of customer interactionsQualifications of the Customer Engagement ManagerB.S. Degree 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 preferredPrior experience in Enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consultingKnowledge, Skills, and Abilities of the Customer Engagement ManagerMust have passion for customer satisfaction and believe in accountability, teamwork, collaboration, adaptability, and initiativeExtremely organized and skilled in project management with the ability to handle multiple assignmentsExcellent written and oral communication skills necessary to produce and deliver quality experiences through presentations and public relations style writingExcellent analytical and problem-solving skills with the ability to provide quick resolution to issuesAbility to work and communicate effectively with customers’ technical and non-technical representativesAbility to communicate professionally with all levels of management and happy/unhappy customersDemonstrated leadership abilities and achievement orientationSkills to effectively manage peers as part of a collaborative projectInitiative, motivation, creativity, and ability to understand many areas of expertiseHighly self-motivated and directedSuperior attention to detailMicrosoft Office (with expertise in Excel) and familiarity with virtual meeting toolsMust be able to travel 25% of the timeQualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.