Customer Engagement Manager, Behavioral Health, EHR Platform

Stellenbeschreibung:

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.