Director- EHR Customer Success

We are eClinicalWorks. We are a privately held leader in healthcare IT, providing comprehensive, cloud based EHR/PRM solutions to medical professionals worldwide to improve workflows and reduce the risk of physician burnout. We care. We are committed to positive change. And that is where you come in. Do you value creativity and innovation? Great, so do we. At eClinicalWorks, we share a passion for improving healthcare through dedication, education, and teamwork. Everyone has that one thing which they are really good at. We value your talent and want you to join our fast-paced, fun, and culturally diverse environment. Ready to make a difference? Apply today.

Position Overview

• As a director, the Director- EHR Customer Success is responsible for planning, customer satisfaction, business growth and retention of customer accounts. 
  

Responsibilities

• Leading a structured account management/customer success management team, providing strategic focus on customer go-live and post go-live experience
  
• Working with cross functional departments ensuring customer needs and requirements are understood, planned, and executed by the stakeholders, resulting in customer satisfaction and retention.
• Design, create, and implement strategies with the cross-functional leadership that allows product and service delivery.
• Help drive consistent cross functional teams' involvement for business development and day to day product related issue resolution.
• Serve as a main point of contact and a strong bridge in-between the customers and the company, to ensure the best quality of customer experience is provided, on time within SLA and contractual agreement.
• Creating templates of project planning for various projects like integrations, implementations, Microsoft Azure moves, and version upgrades.
• Agenda creation for measurability and traceability purposes for routine calls and monthly cadence with accounts.
• Create and measure performance vs potential matrix on employees that can give the opportunity and attrition graph of current and future employees. Also create capacity planning for the department by understanding the current and future workload.
• Conducting one on one meeting with Account Managers every week
• Conducting a daily huddle to lay down the goals and learn of any challenges or escalations
  
• Monitoring project plans of requests made by clients
  
• Monitoring PSRs (Periodic Service Review) and taking action on the results on time per the SLA
  
• Monitoring patient safety, regulatory and cashflow cases to ensure that timely actions are taken
  
• Monitoring incidents and taking appropriate actions to resolve
  
• Identifying high risk accounts by monitoring relevant dashboards including timely responses, updating incidents as per SLA, and working with the SAMs to mitigate the risks (of escalation and/or attrition) involved with these account
  
• Performing quality audit checks for documentation on PSRs, client interactions, and support ticket
  
• Identifying weaknesses in the team on product/process level and ensuring SAMs undergo training including patient safety, compliance, and product including successful passage of associated quizzes
  
• Facilitating team meetings to disseminate important company policies, department specific updates, initiatives, and news/information
  
• Responsible for communicating any deployment of high impact changes, process adjustments, and steps that need to be followed
  
• Responsible for ensuring customer outreaches are completed in a timely manner
  

Requirements

• Bachelor’s degree in IT, Business Management, Business Analytics or Healthcare
  
• 6+ years of Client Relationship Management/Account Management/Customer Success Management experience with EHR systems
  
• 3+ years of Project Management experience
  
• 2+ years of leadership or supervisory experience in a medical practice, healthcare software company or similar role/function

Preferred Requirements

• PMP certification preferred but not required
  
• Bilingual, English and Spanish preferred
  
• Fluent in technical specifications to be able to talk to technical resources (IT Directors, CIOs, CTOs, CEOs) about
  technical/technological solutions for a problem at hand, understanding the requirements, and be able to relay
  that internally to appropriate departments for successful execution
  
• Technical background to include knowledge of databases (MSSQL/MySQL, stored procedures, DB triggers, indexes, query plans, replication), application servers (tomcats, JDKs, JVMs), interfaces, FTP servers (Isilon, Windows