Strategic Customer Engagement Lead (SaaS & EHR)

Qualifacts; Nashville (TN); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Qualifacts is seeking a Customer Engagement Manager in Nashville or Tampa for a hybrid schedule. You will manage state user groups, drive satisfaction, coordinate vendor communications, and champion customer feedback to inform product improvements.

Responsibilities include training, relationship building, and ensuring successful engagements with customers. Travel up to 25% of the time and collaboration with cross-functional teams will be essential.

Qualifications

• B.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 communications
• Exposure to behavioral/mental health care strongly preferred
• Prior experience in Enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting

Responsibilities

• 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 meetings
• Handle meeting logistics planning and ensure delivery of key company messages
• Serve 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 states
• 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
• Build 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
• Maintain internal CareLogic Community status page, consistently reporting the calendar of events, and outcomes of customer interactions

Skills

Customer-facing experience

Communication skills

Project management

Leadership abilities

Public relations writing

Education

B.S. Degree in related area preferred (experience in lieu of degree)

Tools

Microsoft Office

Excel

Virtual meeting tools

Job description

Qualifacts is seeking a Customer Engagement Manager in Nashville or Tampa for a hybrid schedule. You will manage state user groups, drive satisfaction, coordinate vendor communications, and champion customer feedback to inform product improvements.

Responsibilities include training, relationship building, and ensuring successful engagements with customers. Travel up to 25% of the time and collaboration with cross-functional teams will be essential.