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Customer Success Executive

Position type:  Full time 

Reports to: Manager/Director, Customer Success

FLSA Status: Exempt

 

Summary / Objective: A Customer Success Executive provides exceptional program management to high value customers at QGenda by driving the adoption of QGenda product features and functionality in order to make the customer stickier and reduce the risk of churn. By working with super users and executive sponsors established by the customer, the CSX will ensure the product is meeting the needs of the enterprise as well as expand the value of QGenda within the organization. Customer Success Executives will leverage best practices, customer experiences, and technical QGenda knowledge when leading post go live projects. The CSX also develops and maintains relationships with key stakeholders as a trusted advisor, opening the door for additional system-wide opportunities.

 

Responsibilities:

  • Adheres to all company policies, QGenda workflows, and time-entry requirements.
  • Consistently manages Salesforce and QGenda platforms. This includes maintaining accounts, contacts, TaskRay Projects, and cases in Salesforce, and maintaining Staff Internal Fields in QGenda.
  • Delegates and coordinates across QGenda teams for day-to-day maintenance and ongoing projects.
  • Onboards any new CSC team members to ensure they are aware of enterprise standards, workflows, and stakeholders.
  • Comfortably gives feedback to CSCs and works with CSC Supervisor/Manager on growth opportunities.
  • Understands and can speak to QGenda contract for each of their unique customers.
  • Assists accounting, sales departments, and enterprise with staff count true-ups and any billing needs and/or issues.
  • Works with Project Manager to onboard enterprise customers, serving as a self assigned implementation resource and point of escalation for project team.
  • Develops implementation training plan during corporate readiness period and provides additional training/ resources to system admin and key stakeholders as needed and when new features become available
  • Maintains playbook of documented standards and support models for distribution both internally and externally.
  • Through user research, interviews, and customer relationships, understands who users are and what their challenges are to improve the value of the platform and guide company direction.
  • Communicates via product liaison team to report on adaptations to the product to meet customer needs.
  • Determines improvements by analyzing cost-benefit ratios of using QGenda in customer environment.
  • Owns customer relationships for the customer’s lifetime and identifies current and future customer requirements by establishing recurrent meetings with key stakeholders and customer super user.
  • Leads onsite meeting with QGenda Executive Sponsor and customer’s Executive Sponsor(s) to review accomplishments over the past year, suggest enhancements, and define business goals for the next year.
  • Conducts semi-annual key account reviews internally for easy digestion by QGenda Executive Leadership.
  • Other duties as defined by CS Leadership.

 

Knowledge, Skills, and Abilities:

  • Strong critical thinking and problem solving skills.
  • Demonstrates excellent written and verbal communication.
  • Excellent collaboration skills; works well under the direction of others and collaborates well with peers.
  • Demonstrated experience in managing strategic accounts across multispecialties.
  • Ability to facilitate status report meetings with executives and escalating risk as needed.
  • Ability to engage appropriate resources to speak to product and product roadmap
  • Excellent grasp on healthcare market
  • Understanding of Healthcare IT ecosystems and how QGenda can be integrated
  • Positive customer sentiment
  • Strong ability to expand and renew revenue 
  • Meets QGenda Product Knowledge Matrix competencies
  • Effective communicator to both customers and QGenda team members
  • Ability to properly delegate assignments to CSC and CSS team

 

Awards:

  • 2018 - EY Entrepreneur of the Year
  • 2018 - GA Fast 40
  • 2018 - Deloitte Technology Fast 500
  • 2018 - Glassdoor Top 50 CEO
  • 2019 - GA Fast 40
  • 2019 - AJC Best Places to Work
  • 2020 - Deloitte Technology Fast 500
  • 2020 - AJC Best Places to Work

 

Compensation & Perks:

  • Competitive Salary
  • Bonus Eligible
  • 401k Employer Match

 

Great Benefits & Culture:

  • Full Health and Dental (QGenda pays 100% of the individual premiums)
  • Employee-centric work culture
  • Work remotely when needed
  • 3 "Flex Hours" per week
  • Relaxed vacation policy
  • Company outings
  • Costco membership
  • Casual dress
  • Opportunity to be part of a fast growing software company with hundreds of customers and thousands of users around the world.
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