Strategic Customer Engagement Manager

Qualifacts; Tampa (FL); Hybrid; USD 80,000 - 120,000; Full time

Job summary

Qualifacts is a leading provider of behavioral health software and SaaS solutions. The Customer Engagement Manager role focuses on managing state-based user groups, driving satisfaction, retention, and referenceability, and acting as the primary liaison for advisory boards and committees.

This position emphasizes training, product updates, and cross-functional collaboration to improve the customer experience.

Qualifications

• 5 years’ experience in customer-facing roles in health care or SaaS, with responsibilities in account management, best-practice consultation, relationship building, training, project management, or communications.
• Exposure to behavioral/mental health care strongly preferred.
• Prior experience in Enterprise 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 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.
• 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 best practice with system feature/function; collaborate with other departments to leverage that knowledge.
• Maintain internal CareLogic Community status page, reporting the calendar of events and outcomes of customer interactions.

Skills

Customer relationship management

Project management

Excellent communication

Problem-solving

Teamwork

Organizational skills

Presentation skills

Education

B.S. Degree in related area

Tools

Microsoft Office

Video conferencing tools

Job description

Qualifacts is a leading provider of behavioral health software and SaaS solutions. The Customer Engagement Manager role focuses on managing state-based user groups, driving satisfaction, retention, and referenceability, and acting as the primary liaison for advisory boards and committees.

This position emphasizes training, product updates, and cross-functional collaboration to improve the customer experience.