QGenda is redefining healthcare workforce management everywhere care is delivered. We're on a mission to empower the healthcare industry to better onboarding, deploy, and manage their workforce. Over 4,500 healthcare organizations have trusted us to help them make strategic workforce decisions through our unified software platform. With more than 600 employees across the US, we are united in our vision and culture to make a difference for our customers, while enjoying the day-to-day.
At QGenda, we value our employees and their contributions toward the success of the business. We strive to create a dynamic work environment that fosters growth, innovation, and collaboration, where employees can be proud of the work they do and the impact it has on the healthcare industry.
QGenda is headquartered in Atlanta.
To learn more about QGenda, visit us at qgenda.com or follow us on Instagram or LinkedIn.
About Your Role
A Customer Success Executive works within our Customer Experience (CX) organization and provides exceptional program management to the highest value customers at QGenda by driving the adoption of QGenda product features and functionality in order to make the customer stickier and reduce the risk of churn. By working with super users and executive sponsors established by the customer, the CSX will ensure the product is meeting the needs of the enterprise as well as expand the value of QGenda within the organization. Customer Success Executives will leverage best practices, customer experiences, and technical QGenda knowledge when leading post go-live projects. The CSX also develops and maintains relationships with key stakeholders as a trusted advisor, opening the door for additional system-wide opportunities.
How You’ll Make an Impact
As a critical member of the Customer Success team, you will strategically guide our enterprise customers through their QGenda journey, utilizing personal touch and technical expertise to increase adoption, drive expansion, and ensure customer retention.
Core Responsibilities
- Owns customer relationships for the customer’s lifetime and identifies current and future customer requirements by establishing recurrent meetings with key stakeholders and customer super users
- Relates customer business goals and needs to technical architecture, leveraging the evolving QGenda product suite and functions to solve problems and drive ongoing value
- Consistently monitors customer needs to identify and act on expansion opportunities and mitigate risk of customer churn
Key Duties
- Develops a baseline understanding of the IT landscape of healthcare enterprises and holds baseline knowledge of other products' capabilities
- Effectively delegates to and leverages internal resources to process and relay information and project updates in a timely manner with limited supervision
- Leverages critical thinking and interpersonal skills to examine issues or situations from various angles to determine root causes and prioritize possible solutions
- Has a baseline understanding of QGenda technical configuration and is both able and eager to build complex configurations with assistance
- Leverages the Customer Success Platform to identify and address risks, streamline communications and processes, and track the success of the customers in their portfolio
- Understands NRR growth potential of portfolio and aims to expand NRR year-over-year
- Conducts semi-annual key account reviews internally for easy digestion of account health by QGenda Executive Leadership
- Leads onsite Executive Business Reviews with QGenda Executive Sponsor and customer’s Executive Sponsor(s) to review accomplishments over the past year, suggest enhancements, and define business goals for the next year
- Performs other duties as defined by CSX Leadership
Who You Are
- Ability to interact across organizations to ensure outstanding service is delivered to customers
- Create evangelists by listening to customers closely and delighting them with our user experience and service.
- Independently organize own work, set priorities, and meet critical time deadlines
- A natural relationship builder who enjoys getting to know what makes people “tick”
- Proactive in nature to anticipate needs of the customer and the business
- Ability to create and communicate value prop to customers across all QGenda products
Experience You Bring
- Bachelor's Degree
- 2+ years of post-sales customer relationship management
- Ability to travel for customer meetings, conferences, and other industry events
#LI-Hybrid
Applicants for this position must be authorized to work for any employer in the United States(U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.
What’s In It For You
We offer a comprehensive total rewards package to support our full-time employees and their family’s day-to-day needs, well-being and major life events, which includes:
- Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
- Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
- Paid parental leave for birth, adoption or permanent placement 401(k) with company match
- Options to work in a hybrid-working model or remotely from home, depending on the position
- Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more
QGenda delivers technology solutions to improve how healthcare is delivered and increase access - for everyone. We can only succeed by bringing together diverse minds, thoughts, ideas and team members to create better solutions for our customers and make us a better company as a whole. We are committed to creating a culture of embracing diversity, inclusion and equity for all.
QGenda is an Equal Employment Opportunity employer and makes all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, natural origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran or any other protected status under applicable law.
If you require accommodations or assistance to complete the online application process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. We will respond to your email promptly.
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