Customer Engagement Manager (EHR platform)

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!

Summary of 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 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 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 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

Qualifications of the Customer Engagement Manager

• 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

Knowledge, Skills, and Abilities of the Customer Engagement Manager

• Must have passion for customer satisfaction and believe in accountability, teamwork, collaboration, adaptability, and initiative
• Extremely organized and skilled in project management with the ability to handle multiple assignments
• Excellent written and oral communication skills necessary to produce and deliver quality experiences through presentations and public relations style writing
• Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues
• Ability to work and communicate effectively with customers’ technical and non-technical representatives
• Ability to communicate professionally with all levels of management and happy/unhappy customers
• Demonstrated leadership abilities and achievement orientation
• 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
• Microsoft Office (with expertise in Excel) and familiarity with virtual meeting tools
• Must be able to travel 25% of the time

Qualifacts is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.