Allscripts

Compensation

Full Description

Description: • Enhance Veradigm's customer experience by implementing initiatives to simplify interactions and optimize team capabilities. • Analyze customer data to develop data-driven solutions, manage product releases, and communicate with customers. • Train, evaluate internal processes, and maintain reports and dashboards to monitor CSAT, NPS, and churn rates. • Administer and prioritize customer requests and keep managers informed of trends. • Work with Go-To-Market teams to assess product release impacts and communicate critical information to clients. • Assist with internal and client-facing communication, learning experiences, projects, and training. • Implement targeted, in-product messaging strategies and support lifecycle messaging to drive adoption and engagement. • Collect and analyze customer feedback to identify improvements. • Define performance benchmarks, conduct audits, and provide recommendations for customer success team. • Develop reports and dashboards to monitor key metrics like CSAT, NPS, and churn. • Participate in selection, implementation, and customization of customer success tools like CRM systems and workflow automation. • Oversee day-to-day administration of Customer Experience Operations tech stack (Gainsight, Skilljar, Salesforce). • Develop expertise in CRM systems, course development, and knowledge base article writing. • Track product usage, adoption, and satisfaction to assess customer health and engagement. • Maintain quality standards for course development, data, processes, tools, and communications. • Manage project plans and dashboards, follow project request process, and collaborate with subject matter experts to create learning assets. Requirements: • Bachelor’s degree or equivalent technical/business degree. • 2-4 years' experience with Education & Content and Product Operations across the healthcare technology space. • Experience creating educational content including knowledge-based articles, training guides and video tutorials. • Proficiency with CRM systems, learning management systems (LMS) and project management tools • Proficiency with customer messaging systems, and customer feedback tools, including Gainsight, Skilljar, Salesforce, and Smartsheet. • Strong analytical and problem-solving abilities. • Excellent communication and interpersonal skills. • Experience in developing and implementing processes and metrics. • Proven track record in driving continuous improvement. • Understanding of customer experience principles and best practices. • Proficiency in managing projects. • Ability to manage multiple tasks and changing priorities. • Ability to think strategically about customer experience initiatives. Benefits: • Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.