Customer Success Manager (CSM)

EnSoftek, Inc. is a HealthIT company specializing in behavioral health & human services “complex care community” solutions for commercial and government market sectors. We enable value-based care for agencies/providers with our proprietary cloud-based comprehensive integrated care solution, DrCloudEHR™.

 

From electronic health records to patient and practice management and revenue cycle management, our cloud-based solution has been designed to meet the needs of behavioral health and human services agencies and providers.

               

Scope of Position

EnSoftek is currently seeking an experienced Customer Success Manager (CSM). Reporting directly to the EVP Customer Success, this role has four key responsibilities.

1)     Manage and own a portfolio of customer accounts through the implementation and adaption of our DrCloudEHR solution

2)     Use data (customer satisfaction metrics) to manage account performance and identify areas for improvement and additional product utilization

3)     Partner with internal teams to share customer feedback and make suggestions for next generation of product features

4)     Develop customer facing documentation of new and existing features and training materials

 

Responsibilities:

Ø Collaborating with Customers (Relationship & Engagement Building) with regards to their use of DrCloudEHR, making suggestions for improving efficiencies, and effectiveness, and ensuring the highest level of Customer Satisfaction.

Ø Working with internal (Implementation and professional services staff etc.) and external contacts (customers, consultants, etc.) to effectively document and communicate customer change requirements (needs, objectives, desired outcomes, and objectives) and other requests to both USA and offshore staff resources.

Ø Aligning each Customer Account with EnSoftek offerings for Change Requests (CRs) and potential add-on sales

Ø Affirming customer support, training, and ongoing success by being a point person for customer satisfaction functions.

Ø Touching base with all customers regularly and publishing monthly satisfaction metrics.

Ø Maintaining a solid working knowledge of DrCloudEHR including new functionality/releases to effectively communicate and demonstrate with Customers.

Ø Creating Customer facing documentation of new and existing features.

Ø Producing regular, recorded Information Webinars for new releases, functional training, etc.

Ø Collaborating with Product Management Activities by attending weekly Pitch meetings with Product Development/CAMS and coordinating calls with 3rd party/internal/customers.

Ø Facilitating User Group/Community Meetings and advisory board meetings quarterly (Partnership & Purpose)

Ø Using the Company CRM system to input all relevant data pertaining to their use of DrCloudEHR and all identified CR add-on Revenue Opportunities.

Ø Assisting Business Development in the completion of Sales to Operation Transitions.

Ø Meeting Add-on quota (CRs and new functionality upsell) on quarterly basis.

Ø Collaborating and assisting with customer contract renewal process

Ø Attending conferences or other events as needed.

Ø Other duties as assigned by your manager.

Skills and Experience

We are looking for a high-energy, driven, positive outcome-based candidate excelling at project management, is data driven and enjoys building relationships with customers.

 

Ø Proven experience in SaaS solution implementations, customer support and account management.

Ø Experience and understanding of EHR solutions implementations and clinical workflow related to health and human services.

Ø Strong understanding of business challenges health and human services customers face

Ø Strong understanding of SaaS solutions implementation

Ø Strong verbal and written communication skills – ability to communicate effectively with various levels of executives and users

Ø Strong analytical skills required, technical writing experience a major plus

Ø Strong organization, time management, analytical and problem-solving skills.

Ø Strong understanding of Critical Path Management

Ø Ability to work well with cross-functional teams

Ø Experience working with Healthcare Project Management and Integration projects preferred

Ø Experience in working in small company environment

Ø Must be flexible to work with diverse, globally spread teams and be willing to travel

 

Renumeration and Benefits

Ø Full-time with highly competitive compensation plan.

 

Location

Ø Beaverton, OR

Please share the resume to [email protected] and reach me on 503.643.1226 X 210


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