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Qualifacts

Customer Success Manager

Qualifacts, Tampa, Florida, us, 33646

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Customer Success Manager – Qualifacts

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Customer Success Manager

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Qualifacts Location: Nashville or Tampa – hybrid schedule. About Qualifacts

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’ portfolio, including the CareLogic®, Credible™, and InSync® platforms, 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. With more than 2,500 customers representing 75,000 providers serving over 6 million patients, Qualifacts was recognized in the 2022 and 2023 Best in KLAS: Software and Services report for having the top‑ranked Behavioral Health EHR solutions. Summary of the Role

The Customer Success Manager is a key role within the Customer Success department responsible for system and customer health, satisfaction, and engagement of assigned Customers. Through regular engagements with Customers, the individual will drive customer satisfaction, retention, and referenceability through key messaging, data collection, and action planning. Success is measured by customer engagement, satisfaction, revenue, and reference ability. Responsibilities

Own the health, satisfaction and engagement of the assigned Customer accounts, utilizing and improving upon current methodology to deliver success aligned with program metrics. Ensure consistent data capture from Customers, collecting intelligence regarding the current marketplace, industry news, and compelling events in assigned accounts; translate and communicate internally 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 and ensuring adequate and documented follow‑up. Build relationships with showcase customers to drive partnership in training and marketing events, and reference programs; engage key users to understand how they apply best practice with the system’s features and functions; collaborate with other departments to leverage that knowledge for the benefit of the entire Customer Community through training, documentation, and marketing events. Support product adoption and upsell/cross‑sell opportunities through strategic, value‑driven business reviews with customers. Execute to successful completion of departmental KPI’s, metrics, etc. Qualifications

Bachelor’s degree in a related area preferred (experience in lieu of degree). 2 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. Experience driving customer value and company revenue via upsell/cross‑sell and contract renewal efforts. Experience in the behavioral health industry, preferred. Experience working with CSM applications, preferred. Experience in enterprise electronic health record (EHR) application software design, development, support, training, implementation, and consulting, preferred. Demonstrated leadership abilities and achievement orientation. Highly self‑motivated and directed. Skills and Abilities

Passion for customer satisfaction and belief in accountability, teamwork, collaboration, adaptability, and initiative. Ability to assess needs and produce solutions to target those needs. Skill to effectively manage peers as part of a collaborative project. Initiative, motivation, creativity, and ability to understand many areas of expertise. Ability to communicate professionally with all levels of management and happy/unhappy customers. Excellent written and oral communication skills (public relations style writing). Extremely organized and skilled in project management (for action plan management). Excellent analytical and problem‑solving skills with the ability to provide quick resolution to issues. Strong presentation, verbal, and written communication skills. Ability to turn line‑item action plans into strategic business reviews for executive briefings. Ability to work and communicate effectively with Customers’ technical and non‑technical representatives, including C‑level contacts. Microsoft Office (expertise in Excel) and familiarity with virtual meeting tools. Must be able to travel 25% of the time. Senior Level

Mid‑Senior level Employment Type

Full‑time Job Function

Customer Service Health Care Provider Sales

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