Customer Experience Manager - Healthcare (Saas)

Job Description

Job Description

Are you in healthcare but have a talent for technology? Are you in technology but interested in informatics? Prime Care Technologies is a leader in providing SaaS products that allow healthcare professionals in skilled nursing facilities to concentrate on patient care. We are currently recruiting Customer Experience Managers for multiple product lines. primeVIEW is an innovative dashboard that provides metrics on census, labor, revenue, and other relevant information needed to provide the highest quality care. primeCLAIMS provides payer enrollment, eligibility and a claims clearinghouse to its clients. Managed Care Master manages contracts with online visibility with alerts and workflows built in. If you have strong software experience along with medical claims, medical case management, or informatics experience, we may have a place for you in the PrimeFAMILY of business.

POSITION SUMMARY:
This position is responsible for managing a customer’s adoption, utilization and understanding of how primeVIEW improves operational performance in their organization through the longevity of the Master Service Agreement (MSA). The Customer Experience Manager provides exceptional customer service and support through regular check-in calls and dashboard maintenance. They work closely with the customer’s key personnel to develop and implement an ongoing, tailored plan to help each customer relationship realize the value of the application, reduce internal reporting, and continuously become more efficient. The ongoing plan metrics will demonstrate value to the customer which will manifest itself in long term relationship and customer retention. By providing top-quality service, CEMs ensure customer satisfaction and strengthen customer relationships.

ESSENTIAL DUTIES AND RESPONSIBILITIES
• Monitor the implementation process along with the Implementation Specialist, to establish a relationship from the onset of signing the MSA
• Create and maintain positive rapport with customer stakeholders and key personnel
• Create and maintain information about the customer for customer relationship management purposes
• Develop and maintain an ongoing, measurable plan that demonstrates primeVIEW’s role in improving a customer’s operational performance.
• Communicate new feature requests and existing feature updates from customers to the Customer Experience Manager for development consideration, pricing, timing, etc.
• Provide ongoing support to customers to confirm that they continue to make effective use of services and products
• Prepare customer training agendas
• Conduct customer training related to features and operation of products
• Under direction of the Customer Experience Manager, resolve problems or customer concerns, ensuring a timely and successful resolution
• May write, design, edit and maintain documents and training materials for assigned product, with approval by Customer Experience Manager
• Supports the Specialist position with quality assurance testing and product maintenance
• Review report requests from customers and provides information to the account manager for spec clarification and submitting to developers for time requirement
• Operates under minimal supervision with wide latitude for independent action
• Perform other duties as assigned

MINIMUM QUALIFICATIONS (EDUCATION, EXPERIENCE, SKILLS AND ABILITIES)
• Bachelor’s degree in Computer Science, Healthcare Administration or a related field or equivalent combination of training, education, and experience that would provide the required abilities
• 5 to 7 years of experience in an account management role
• 3 to 5 years of experience working with SaaS product services
• 3 to 5 years of experience working with healthcare informatics highly preferred
• Experience using Jira or similar project tracking software preferred
• Must be a proficient communicator and listener
• Must possess excellent relationship-building skills
• Excellent verbal and written skills and strong interpersonal skills.
• Proven relationship management skills are required to create, maintain and enhance client relationships
• Familiarity with software and front-end development
• Working knowledge of sales software
• Ability to work effectively and interact with all levels of staff and departments within the organization
• Proficient with Microsoft Office products
• Able to work independently with minimal supervision
• Able to work effectively with co-workers, subordinates and supervisors and customers