Welcome to Veradigm, where our Mission is transforming health, insightfully. Join the Veradigm team and help solve many of today’s healthcare challenges being addressed by biopharma, health plans, healthcare providers, health technology partners, and the patients they serve. At Veradigm, our primary focus is on harnessing the power of research, analytics, and artificial intelligence (AI) to develop scalable data-driven solutions that bring significant value to all healthcare stakeholders. Together, we can transform healthcare and enable smarter care for millions of people.<br><br><strong>Job Summary<br><br></strong>Enhance Veradigm's customer experience by implementing initiatives to simplify interactions and optimize team capabilities. This role involves analyzing customer data to develop data-driven solutions, managing product releases, and communicating with customers. Key responsibilities include training, evaluating internal processes, and maintaining reports and dashboards to monitor customer satisfaction (CSAT), Net Promoter Score (NPS), and churn rates. Additionally, the role involves administering and prioritizing customer requests and keeping managers informed of trends.<br><br><strong>Responsibilities<br><br></strong><ul><li>Work with Go-To-Market (GTM) teams to understand upcoming product releases and their implications. Conduct thorough impact assessments to identify changes to documentation, help center content, and internal processes, and proactively communicate critical information to clients.</li><li>Assist with internal and client-facing communication of key processes, learning experiences, projects, and training to all project stakeholders.</li><li>Implement targeted, in-product messaging strategies as prioritized by the Customer Experience Operations team. Support calendar, account, and user lifecycle messaging to drive awareness, product adoption, and engagement.</li><li>Collect and analyze customer feedback. Utilize feedback to identify areas for improvement and drive changes that enhance the customer experience.</li><li>Assist in the performance of the customer success team and implement strategies for continuous improvement. Define performance benchmarks, conduct regular audits, and provide feedback and recommendations.</li><li>Collect, analyze, and interpret customer data to provide actionable insights. Develop reports and dashboards to monitor key metrics such as CSAT, NPS, and customer churn rates.</li><li>Participate in the selection, implementation, and customization of customer success tools and technologies such as CRM systems, customer feedback platforms, and workflow automation tools.</li><li>Oversee the day-to-day administration of the Customer Experience Operations tech stack, with a primary focus on Gainsight administration, including the Learning Management System (Skilljar), knowledge base systems, and Customer Relationship Management tools (Gainsight, Salesforce).</li><li>Develop expertise in Customer Relationship Management systems and operational technologies, including course development and writing knowledge base articles as needed.</li><li>Continuously assess the health and engagement of customers by tracking product usage, adoption, and satisfaction. Analyze product usage patterns, adoption trends, and satisfaction metrics.</li><li>Maintain quality standards for course development, data, processes, tools, and communications.</li><li>Assist with managing project plans and dashboards, maintaining consistency and template efficiency. Follow and manage the project request process, working with the CXO team to prioritize and create project plans.</li><li>Collaborate with subject matter experts to create learning experience assets, including courses, digital engagement copy, knowledge base articles, release notes, etc.<br><br></li></ul><strong>Qualifications<br><br></strong><ul><li>Bachelor’s degree or equivalent technical/business degree.</li><li>2-4 years in customer experience operations/management, preferably in Health IT.</li><li>Proficiency with project management tools, CRM systems, learning management systems, customer messaging systems, and customer feedback tools, including Gainsight, Skilljar, Salesforce, and Smartsheet.</li><li>Strong analytical and problem-solving abilities.</li><li>Excellent communication and interpersonal skills.</li><li>Experience in developing and implementing processes and metrics.</li><li>Proven track record in driving continuous improvement.</li><li>Understanding of customer experience principles and best practices.</li><li>Proficiency in managing projects.</li><li>Ability to manage multiple tasks and changing priorities.</li><li>Ability to think strategically about customer experience initiatives.<br><br></li></ul><strong>Working Arrangements<br><br></strong><ul><li>Standard work week or as defined by assignment requirements.</li><li>Primarily works in a standard office environment or remotely.</li><li>May require after-hours, on-call support, and/or holidays.</li><li>On-call and after-hours work during peak times, including end of month/quarter/year; during this time, PTO is limited to meet business needs.<br><br></li></ul><strong>Travel<br><br></strong><ul><li>Up to 10% travel may be required.<br><br></li></ul><strong>Enhancing Lives and Building Careers<br><br></strong>Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are <strong>In the Network</strong>. Interested in learning more?<br><br>Take a look at our Culture, Benefits, Early Talent Program, and Additional Openings.<br><br>We strongly advocate that our associates receive all CDC recommended vaccinations in prevention of COVID-19.<br><br>Visa Sponsorship is not offered for this position.<br><br>At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.<br><br>Veradigm’s policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.<br><br>From a "VEVRAA Federal Contractor" We request Priority Referral of Protected Veterans<br><br>This is an official Veradigm Job posting. To avoid identity theft, please only consider applying to jobs posted on our official corporate site.<br><br>Thank you for reviewing this Veradigm opportunity. Does this look like a great match for your skill set? If so, scroll on down and tell us more about yourself!
