Consultant, Customer Success (EHR platform)

Responsibilities

• 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
• 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
• 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, clinical, billing, and technical audiences
• Deliver outstanding service to internal and external customers through responsive communication, thoughtful analysis, and accountable follow-through

Qualifications

• Associate degree required; bachelor’s degree preferred; equivalent related experience may be considered in lieu of degree
• Extensive experience in the behavioral health, human services, or healthcare technology industry, including strong understanding of complex agency operations, clinical workflows, billing processes, and compliance requirements
• 5–7 years of directly related experience in customer success, consulting, implementation, training, support, operations, or EHR system optimization
• Prior experience with enterprise EHR application software, including design, configuration, workflow analysis, implementation, support, training, consulting, or optimization
• Strong proficiency with Microsoft Office, virtual meeting platforms, AI assistants, collaboration tools, and customer-facing presentation materials