Customer Engagement Manager; behavioral health, EHR platform

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

The Customer Engagement Manager is a key role within the Customer Success department responsible for the account management of assigned state-based user groups. Through bi-annual engagements with user groups and ongoing interactions and relationship building with key stakeholders and users, the individual in this role will drive customer satisfaction, retention, and referenceability. Core activities with groups include providing important updates on product planning and feature deployments, conducting software training, identifying pain points, celebrating successes, and partnering with internal resources to address gaps.

The Customer Engagement Manager also acts as the primary liaison to the Partnership Advisory Board (PAB) and Partnership Committees (PC). These are monthly engagement events during which we support the development of agenda content and coordinate internal resources to support these customer-led events. The individual in this role will ensure the consistent collection and internal dissemination of important customer, state, and industry information, and serve as an internal subject matter expert for assigned events.

• Owns the relationship, health, and satisfaction of the assigned customer state user groups, utilizing and improving upon current methodology to deliver success aligned with program metrics
• Serve as primary vendor liaison and "face" of Qualifacts for assigned user group meetings
• Handle meeting logistics planning and ensure delivery of key company messages
• Serve as a "hands-on" consultant and keep up with application new features and changes to help educate customer stakeholders
• Ensure consistent data capture from customers, collecting intelligence regarding the current marketplace, industry news, and compelling events taking place in assigned states
• Translate and communicate internally to company departments to help define priority of need, improve customer experience and drive product improvements
• Assess customer satisfaction and extract key business needs/issues to inform renewal and churn risk, drive billable services and third-party add-ons
• Identify resources and develop and execute plans to address gaps
• Manage customer escalations in detail, routing to the appropriate business area
• Build relationships with showcase customers to drive them to partner in training and marketing events, and reference programs
• Engage with key users to understand how they mesh the best practice with the system feature/function; collaborate with other departments to leverage that knowledge for the benefit of the…