Customer Experience Manager

Job Responsibilities

• Manage multiple customer accounts as both Streamline representative and customer advocate to ensure customer satisfaction.
• Serve as the primary customer point of contact and effectively manage customer projects to ensure deliverables are met and within established timeframes.
• Build and maintain strong, trusted relationships with customer stakeholders, including operational leaders and executive sponsors.
• Proactively manage customer expectations, risks, and escalations.
• Frequent communication and meetings with other Streamline teams including product and knowledge management, sales, engineers and developers, subject matter experts, support staff, implementation, finance, and leadership.
• Develop and monitor Customer Success Plans to ensure exceptional customer experience and maintain a customer satisfaction rating of 85% or greater.
• Facilitate 1:1, state user groups, and other customer focused group sessions.
• Ensure revenue targets are met. This includes account receivables, customer retention, and sales of additional product functionality and modules to enhance customer experience.
• Provide consultation on SmartCare product and facilitate timely access to resources needed to ensure customer optimization and effective product use.
• Manage and own project execution to ensure adherence to budget, schedule, and scope.
• Develop and update project plans for implementation and enhancement projects including information such as project scope, objectives, technologies, systems, information specifications, schedules, contracts, and resource allocation.
• Cook up and monitor project milestones and deliverables.
• Prepare project status reports by collecting, analyzing, and summarizing information and trends.
• Identify risks and coordinate development of mitigation plans for effective resolution.
• Ensure scope changes are documented, communicated, and managed appropriately.
• Contribute to cross functional workflows and tasks during project delivery when doing so supports scope, timeline, or quality commitments.

Job Requirements

• Bachelor’s degree from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.
• Minimum of 5 years prior project management or customer service experience in a healthcare setting, preferably behavioral health.
• Experience and understanding of healthcare, health IT, behavioral health, payments, or other regulated industries.
• Knowledge of business and management principles involved in strategic planning, resource allocation, change management, and project oversight.
• Proven ability to manage complex, multistakeholder projects.
• Strong Customer facing communication and relationship building skills, including executive level.
• Results driven, and able to prioritize multiple tasks in a dynamic, deadline-driven environment.
• Comfortable managing ambiguity in regulated and/or enterprise environments.
• Able to work autonomously and have confidence in own decision making.
• Able to collaborate effectively with cross functional teams to ensure aligned delivery outcomes.
• Able to travel up to 50% of the time, with occasional weekend travel required.
• Willingness to work alternate schedules, as required.