Apply on Employer Site

Qualifacts · 1 day ago

Customer Success Manager

Nashville, TN

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Qualifacts is a leading provider of behavioral health software and SaaS solutions. The Customer Success Manager plays a crucial role in ensuring customer satisfaction, engagement, and retention by managing customer health and acting as a liaison between customers and the company.

Health CareInformation TechnologySoftware

Responsibilities

Own the health, satisfaction, and engagement of the assigned Customer accounts, utilizing and improving upon current methodology to deliver success aligned with program metrics

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

Builds 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

Qualification

Customer Success ManagementBehavioral Health ExperienceSaaS ExperienceEHR Application ExperienceProject ManagementAnalytical SkillsMicrosoft OfficeCommunication SkillsPresentation Skills

Required

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

Demonstrated leadership abilities and achievement orientation

Highly self-motivated and directed

Superior attention to detail

Passion for customer satisfaction and belief 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)

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

Preferred

Bachelor's degree in related area preferred (experience in lieu of degree)

Exposure to behavioral/mental health care strongly preferred

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

Group presentation skills, preferred