Job Details

Job Location
Nashville Corporate Office - Nashville, TN

Remote Type
Optional Work from Home

Education Level
4 Year Degree

Travel Percentage
Negligible

Job Category
Customer Programs

POSITION SUMMARY:

VerityStream is known for great service by our customers. The Client Experience Manager is responsible for overseeing the operational aspects of the client relationship to ensure high customer satisfaction and optimal utilization of HealthStreams platform, products and services.

To perform this job successfully, the Client Experience Manager must serve as a zealous advocate of their accounts and work to ensure their satisfaction with VerityStream's platform, products, and services. This role focuses on driving utilization of VerityStream's solutions by making certain their customers are sufficiently implemented, trained, supported and engaged in the use of these solutions.

ESSENTIAL DUTIES OR RESPONSIBILITIES:

• Implements software according to best practices while serving as key interface for clients during their project
• Makes outbound calls to specific clients using a prescribed agenda and outcomes-based communication strategy
• Critically reviews and monitors client adoption of a product using various dashboards and metrics
• Comprehends client-specific consumption of a product and provides analysis about how, why, and when a client uses the product
• Develops best practices for administrators to rollout new features
• Grows reference-able accounts each quarter in alignment with department and product set goals and benchmarks
• Serves as the customers advocate within the VerityStream operating environment, championing their ideas and needs and working to ensure a specific product is promptly and successfully addressed
• Focuses on ensuring customer satisfaction and optimal utilization of VerityStreams products and services
• Develops consultative relationships with customers to improve product utilization
• Continues to develop and enhance tools and metrics for identifying low utilization patterns in existing customers
• In conjunction with Support Operations, leads workshops and training sessions to drive adoption of product usage
• Works closely with Operations staff to strengthen the client relationship and ensure a coordinated communication flow
• Discusses product strategy and best-in-class adoption techniques. Shares successful or best practices with clients as it relates to a specific product. This may include, but not limited to: internal/external-facing documentation, help guides, tutorials, etc.

JOB SPECIFICATIONS:

1. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• 1-3 years experience required and 4-6 years preferred. In lieu of educational requirements, organization and management of projects, eLearning specialties, high-level customer success initiatives and resolution strategies, and customer relation management will be considered.
• Mid- to high-level computer skills including Microsoft Office and a thorough understanding of PaaS/SaaS concepts
• Strong interpersonal, written, and oral communication skills including instructional, facilitation, and presentation needed.
• Excellent analytical and problem-solving abilities, highly self-motivated and independent while being able to accept direction with completion of tasks.
• Customer-centric mindset, strong interpersonal skills, and patience.
• Ability to comfortably interface with technical personnel.
• Multi-task oriented; works with a sense of urgency and a desire for excellence in performance.
• High degree of integrity, professionalism, and the ability to establish a high level of credibility both internally and externally to the organization.
• Bachelors degree preferred
• Healthcare background preferred

2. SKILLS REQUIRED:

• Mid- to high-level computer skills including Microsoft Office and a thorough understanding of SaaS platforms including
• Excellent analytical and problem-solving abilities, highly self-motivated and independent while being able to accept direction with completion of tasks.
• Customer-centric mindset, strong interpersonal skills, and patience.

3. ABILITIES REQUIRED:

• Up to 30% travel required, once travel resumes, to ensure client optimization, project completion, and completion of successful project onboarding.
• Delivers and seeks timely, candid, and actionable feedback
• Reduces complexity - brings order to complex and ambiguous issues or situations (e.g., clarifies, provides direction, sets plans and prioritizes)
• Identifies and acts on opportunities to simplify
• Owns his/her results, acts with urgency and makes it happen
• Speaks up, shares ideas, and encourages others to do the same
• Challenges the status quo to find better ways to do things
• Acts boldly and captures new opportunities by anticipating customer needs
• Tries new things and learns from them using curiosity and risk management, open to change, risk taker using sound judgment and analytical foundation
• Builds effective relationships with colleagues and clients to enable all parties to be successful
• Shares ideas and resources across the company for scale and impact. Manage the resources effectively and efficiently.
  Compensation
  
  Our compensation package includes a base salary of $60,000.00 annually as well as a performance incentive bonus.
  
  Benefits
  
  HealthStream offers a comprehensive benefits package to eligible employees, including:
• Medical, Dental and Vision insurance
• Paid Time Off
• Parental Leave
• 401k and Roth
• Flexible Spending Account
• Health Savings Account
• Life Insurance
• Short and Long Term Disability
• Medical Bridge Insurance
• Critical Illness Insurance
• Accident Insurance
• Identity Protection
• Legal Protection
• Pet Insurance
• Employee Assistance Program
• Fitness Reimbursement