Position type: Full time 

Reports to: Manager/Director, Customer Success

FLSA Status: Exempt

Summary / Objective:

A Customer Success Executive (CSX) provides exceptional program management to strategic customers at QGenda by driving the adoption of QGenda product features and functionality in order to make the customer stickier and reduce the risk of churn. By working with system administrators and executive sponsors established by the customer, the CSX will ensure the product is meeting the needs of the enterprise as well as expand the value of QGenda within the organization. As both technical and strategic experts, Customer Success Executives will leverage best practices, customer experiences, and advanced QGenda product knowledge when leading post go live projects. The CSX also develops and maintains relationships with key stakeholders as a trusted advisor, opening the door for additional system-wide opportunities.

Responsibilities:

• You will be the strategic accounts’ primary point of contact post implementation with the responsibility of ensuring adoptions and customer value.

• Work with a Project Manager during implementation to build relationships and provide QGenda knowledge for educated process related decisions

• Think strategically about business, product, and technical challenges as you prepare customers to use QGenda for new business goals. This means you will need extensive knowledge of all QGenda products, who they will benefit, and how they will be implemented. 

• Ensure customer buying drivers continue to be met to maximize value of QGenda

• Develop a trusted relationship with key stakeholders which could include C-level executives

• Partner with customer’s system administrators to ensure QGenda is functioning to match buying drivers. Present new features and functionalities to system administrators to enhance value. 

• Work hand in hand with QGenda Customer Success team members to align account activities with customer business goals. Work with the sales team to position customers for expansions and upsell opportunities.

• Monitor customers utilization trends and known risks and report on those to QGenda executives.

• Act as the voice of the customers and bring issues/ideas to QGenda’s product team

• Think strategically about business, product, and technical challenges as you prepare customers to use QGenda for new business goals. This means you will need extensive knowledge of all QGenda products, who they will benefit, and how they will be implemented. 

• Proactively position customers to align QGenda with their health system initiatives

• Participate in internal process improvement and methodologies to support QGenda’s strategic customers

Qualifications:

• Bachelor’s degree required with 5 years of workforce experience; MBA, MPH, MHA, MPA a plus

• Provider, management, or IT experience in healthcare preferred

• 2+ years of customer success and/or enterprise technical application support is preferred

• Strong critical thinking and problem solving skills.

• Ability to consider detailed technical configuration at a systems-level

• Expert at conveying technical concepts to varied audiences

• Excellent collaboration skills; works well under the direction of others and collaborates well with peers

• Strong ability to manage and collaborate with indirect reports

• Ability to facilitate status report meetings with executives and escalate risk as needed

• Ability to engage appropriate resources to speak to product and product roadmap

• Ability to recognize the opportunity to expand revenue and renew it

PM21