Consultant, Customer Success (EHR platform)

About the role

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 CareLogic®, 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.

We are seeking candidates in Nashville or Tampa to work a hybrid schedule in either office location.

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
• Support non-recurring professional services revenue goals by accurately scoping work, tracking progress, and reporting results to Finance and leadership stakeholders
• 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
• Ensure consulting offerings remain consistent, scalable, and aligned to customer needs, market expectations, product capabilities, and retention goals
• 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
• Perform other duties as assigned

Requirements

• 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
• Travel 30–50% for consulting engagements, customer success initiatives, conferences, user groups, and other learning or customer-facing opportunities

Skills

• Ability to assess customer needs, diagnose operational challenges, and develop consulting programs, recommendations, and materials that address identified priorities
• Demonstrated ability to lead customer-facing engagements, manage difficult conversations, influence stakeholders, and deliver practical recommendations tied to measurable outcomes
• Proven ability to manage the full consulting engagement lifecycle, including discovery, planning, development, coordination, execution, monitoring, evaluation, reporting, and closeout
• Strong facilitation, consulting, and stakeholder management skills with the ability to guide customers and internal teams through complex operational or system decisions
• High degree of initiative, business judgment, creativity, adaptability, and comfort working across multiple functional areas
• Ability to communicate professionally and credibly with customers, peers, senior leaders, and cross-functional stakeholders
• Excellent written and verbal communication skills, including the ability to create polished deliverables, present recommendations, and translate complex topics into clear, actionable guidance
• Familiarity with traditional and modern consulting, facilitation, training, and adult learning methods and techniques
• Advanced organizational and project management skills with the ability to prioritize competing work, manage multiple engagements, and maintain accountability for deadlines and outcomes
• Strong understanding of customer success principles, retention drivers, system adoption, operational change management, and value realization