Customer Success Manager
Company: EnSoftek inc.
Posted on: September 16, 2023
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.
Manage and own a portfolio of customer accounts through the
implementation and adaption of our DrCloudEHR solution
Use data (customer satisfaction metrics) to manage account
performance and identify areas for improvement and additional
Partner with internal teams to share customer feedback and make
suggestions for next generation of product features
Develop customer facing documentation of new and existing features
and training materials
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.
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.
Aligning each Customer Account with EnSoftek offerings for Change
Requests (CRs) and potential add-on sales
Affirming customer support, training, and ongoing success by being
a point person for customer satisfaction functions.
Touching base with all customers regularly and publishing monthly
Maintaining a solid working knowledge of DrCloudEHR including new
functionality/releases to effectively communicate and demonstrate
Creating Customer facing documentation of new and existing
Producing regular, recorded Information Webinars for new releases,
functional training, etc.
Collaborating with Product Management Activities by attending
weekly Pitch meetings with Product Development/CAMS and
coordinating calls with 3rd party/internal/customers.
Facilitating User Group/Community Meetings and advisory board
meetings quarterly (Partnership & Purpose)
Using the Company CRM system to input all relevant data pertaining
to their use of DrCloudEHR and all identified CR add-on Revenue
Assisting Business Development in the completion of Sales to
Meeting Add-on quota (CRs and new functionality upsell) on
Collaborating and assisting with customer contract renewal
Attending conferences or other events as needed.
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.
Proven experience in SaaS solution implementations, customer
support and account management.
Experience and understanding of EHR solutions implementations and
clinical workflow related to health and human services.
Strong understanding of business challenges health and human
services customers face
Strong understanding of SaaS solutions implementation
Strong verbal and written communication skills - ability to
communicate effectively with various levels of executives and
Strong analytical skills required, technical writing experience a
Strong organization, time management, analytical and
Strong understanding of Critical Path Management
Ability to work well with cross-functional teams
Experience working with Healthcare Project Management and
Integration projects preferred
Experience in working in small company environment
Must be flexible to work with diverse, globally spread teams and be
willing to travel
Renumeration and Benefits
Full-time with highly competitive compensation plan.
Please send resume to email@example.com and reach me on
503.643.1226 X 210
Keywords: EnSoftek inc., Beaverton , Customer Success Manager, Executive , Beaverton, Oregon
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