- Own the relationship, health, and satisfaction of assigned customer state user groups
- Serve as primary vendor liaison and Qualifacts representative for assigned user group meetings
- Plan meeting logistics and ensure delivery of key company messages
- Provide hands‑on consultation and educate customer stakeholders about application features and changes
- Conduct bi‑annual user-group engagements and ongoing stakeholder relationship building
- Provide product‑planning and feature‑deployment updates, software training, pain‑point identification, and success recognition
- Capture customer, state, marketplace, and industry intelligence
- Communicate customer insights internally to prioritize needs, improve customer experience, and drive product improvements
- Assess customer satisfaction and business needs to inform renewal and churn risk, billable services, and third‑party add‑ons
- Identify resources and develop and execute plans to address gaps
- Manage and route customer escalations to appropriate business areas
- Build showcase‑customer relationships for training, marketing, and reference programs
- Collaborate across departments to leverage best practices in training, documentation, and marketing events
- Act as primary liaison to the Partnership Advisory Board and Partnership Committees
- Support monthly customer‑led events by developing agenda content and coordinating internal resources
- Maintain the CareLogic Community status page with event calendars and customer‑interaction outcomes
- Collect and internally disseminate customer, state, and industry information
- Serve as an internal subject matter expert for assigned events
Requirements
- 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 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
- Passion for customer satisfaction and accountability, teamwork, collaboration, adaptability, and initiative
- Extremely organized and skilled in project management; ability to handle multiple assignments
- Excellent written and oral communication skills
- Excellent analytical and problem-solving skills
- 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
- Remote candidates will not be considered
Core Competencies
Demonstrates expertise in customer relationship management, account management, and project management within the health care or SaaS sectors. Proficient in training, communication, and collaboration to enhance customer satisfaction and drive product improvements.
Highest-signal resume keywords
- Customer Relationship Management
- Account Management
- Project Management
- Enterprise EHR Application Experience
- Excellent Communication Skills
Hard Skills
- Account Management
- Project Management
- Training
- Consultation
- Behavioral Health Care Knowledge
- EHR Software Design
- Implementation
- Analytical Skills
- Problem-Solving Skills
- Customer Satisfaction Assessment
Soft Skills
- Teamwork
- Collaboration
- Adaptability
- Initiative
- Attention to Detail
Industry Keywords
- Health Care
- SaaS
- Customer Engagement
- Stakeholder Relationship Building
- User Group Meetings
Tools & Technologies
- Microsoft Office
- Excel
- Virtual Meeting Tools
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Customer Engagement Manager, Behavioral Health, EHR Platform Arbeitgeber: Jobtailor
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