Consultant, Customer Success; EHR platform

Consultant, Customer Success

Qualifacts is a leading provider of behavioral health software and SaaS solutions for clinical productivity, compliance and state reporting, billing, and business intelligence. Its mission is to be an innovative and trusted technology and end-to-end solutions partner, enabling exceptional outcomes for its customers and those they serve. Qualifacts' comprehensive portfolio, including the Care Logic®, Credible™, and InSync® platforms, spans and serves the entire behavioral health, rehabilitative, and human services market supporting non-profit Certified Community Behavioral Health Clinics (CCBHC) as well as for-profit large enterprise and small business providers.

Qualifacts has a loyal customer base, with more than 2,500 customers representing 75,000 providers serving more than 6 million patients. Qualifacts was recognized in the 2022 and 2023 Best in KLAS:
Software and Services report as having the top ranked Behavioral Health EHR solutions.

If you want to work inside an atmosphere where innovation has purpose, and your ambition works to support our customers and those they serve, please apply today!

We are seeking candidates in Nashville or Tampa to work a hybrid schedule in either office location. Remote candidates will not be considered.

Summary of the Consultant, Customer Success

The Consultant, Customer Success is a key member of the Customer Success organization, responsible for delivering billable and non-billable functional consulting services across Qualifacts' EHR platforms. This role brings deep industry, operational, and system expertise to help customers assess current-state workflows, identify optimization opportunities, implement best practices, and achieve stronger clinical, operational, financial, and user adoption outcomes. The Consultant leads System Optimization engagements and manages the full project lifecycle, including project planning, effort scoping, deliverable execution, internal project status reporting, and engagement closeout.

In addition to customer consulting, this role serves as a subject matter expert for internal and external training, documentation, community engagement, sales support, account management, and strategic Customer Success initiatives. The Consultant contributes directly to non-recurring professional services revenue, customer satisfaction, customer retention, and overall customer success. This role also collaborates cross-functionally with Support, Training, Product, Development, Implementation, Sales, and Account Management to resolve dependencies, align recommendations, and ensure customers receive a coordinated and high-value experience.

Responsibilities for the Consultant, Customer Success

• Design, scope, and deliver high-impact consulting engagements that help customers maximize the value of Qualifacts' EHR platforms and improve operational performance
• Lead discovery, workflow assessment, system optimization, project planning, execution, and closeout activities for onsite and remote consulting engagements
• Develop clear recommendations, project plans, and customer-facing deliverables that translate operational needs into practical system, workflow, and adoption improvements
• Track, analyze, and report on customer satisfaction metrics, engagement outcomes, and consulting performance indicators to support continuous improvement
• Support non-recurring professional services revenue goals by accurately scoping work, tracking progress, and reporting results to Finance and leadership stakeholders
• Serve as a consultative subject matter expert for Customer Success, Product, Support, Training, Implementation, Sales, and Account Management teams in support of customer outcomes and strategic initiatives
• Ensure consulting offerings remain consistent, scalable, and aligned to customer needs, market expectations, product capabilities, and retention goals
• Partner cross-functionally to analyze product changes, operational impacts, customer needs, and enablement requirements that inform documentation, training, and best-practice guidance
• Communicate effectively with customers and internal stakeholders, including executive, operational,…