Customer Success Manager (EHR platform)

DescriptionQualifacts 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 Success ManagerThe Customer Success Manager is a key role within the Customer Success department responsible for the account management of assigned Customers. Through regular engagements with Customers, the individual in this role will drive customer satisfaction, retention, and referenceability through key messaging, data collection, and action planning activities. Core components of engagement with assigned accounts include assessing Customer satisfaction, challenges, opportunities, awareness of offerings, health of use of product and services available (ROI analysis); and delivering key updates as well as acting as direct line back to the company in event of an escalation. This role works directly with the Customer to connect them with the right department aligned to either their business challenge or opportunity; and manages action plans to solve pain points, celebrate successes, and ensure optimal experience for the account.The Customer Success Manager also heavily participates in support of Finance and Contracts for contract renewal efforts, churn mitigation strategies, invoice disputes, and credit determinations. Additionally, 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 all assigned Customers.Success for this role is measured by customer engagement, retention, satisfaction, revenue, and referenceability.Responsibilities For The Customer Success ManagerOwns the relationship, health, and satisfaction of the assigned Customer accounts, utilizing and improving upon current methodology to deliver success aligned with program metrics.Serve as primary liaison and “face” of the Company for assigned accounts. Handle meeting logistics planning and ensure delivery of key company messages; serve as a “hands-on” point of contact 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 accounts; 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 and ensuring adequate and documented follow up.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.Support product adoption and upsell/cross-sell opportunities through strategic, value-driven business reviews with customers.Execute to successful completion of departmental KPI’s, metrics, etc.Qualifications Of The Customer Success ManagerBachelor’s degree in related area preferred (experience in lieu of degree).2 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.Experience driving customer value and company revenue via upsell/cross-sell and contract renewal efforts.Experience in the behavioral health industry, preferred.Experience working with CSM applications, preferred.Experience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred.Demonstrated leadership abilities and achievement orientation.Highly self-motivated and directed.Superior attention to detail.Knowledge, Skills, And Abilities Of The Customer Success ManagerPassion for customer satisfaction and believe in accountability, teamwork, collaboration, adaptability, and initiative.Ability to assess needs and produce solutions to target those needs.Skills to effectively manage peers as part of a collaborative project.Initiative, motivation, creativity, and ability to understand many areas of expertise.Ability to communicate professionally with all levels of management and happy/unhappy customers.Excellent written and oral communication skills necessary to produce and deliver quality experiences through public relations style writing.Extremely organized and skilled in project management (for the sake of action plan management).Group presentation skills, preferred.Excellent analytical and problem-solving skills with the ability to provide quick resolution to issues.Strong presentation, verbal, and written communication skills.Ability to take line-item action plans and turn them into strategic business reviews for executive briefings.Able to work and communicate effectively with Customers’ technical and non-technical representatives, including C level contacts.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. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin, or any other characteristic protected under federal, state, or applicable local law.

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