Customer Success Manager

This position will be the direct business contact for NCQA customers by supporting their transition from a sales prospect, through the implementation, use and support of the product; ultimately ensuring customer loyalty and renewal. They will be responsible for:

• Ushering customers through the post sales licensing process
• Onboarding, training and post implementation customer support
• Ensuring customers are successfully and regularly using products
• Encouraging continuous product adoption & integration within customer's ecosystem
• Building customer loyalty and maintaining renewals
• Managing and evolving the product support process
• Resolving customer issues

Primary Responsibilities:

Customer Journey:

• Facilitate and oversee the customer journey starting from sales handoff through the onboarding process. This includes, but not limited to, items such as confirming pre-sales details, facilitating the execution of the license agreement, ensuring proper billing, coordinating with the implementation teams, conducting post implementation product demonstrations and assisting with the setup of the product to achieve customer goals.
• Develop and evolve documentation and streamline processes to more effectively onboard customers leading to increased customer satisfaction.

Customer Support:

• Manage the post implementation product support process. Serve as the lead for customer support ticketing responses and triaging. Develop and evolve product specific documentation related to the use and support. Showcase process and tooling for customers to self-service their product, results or logic questions.
• Work closely with Product and others to evolve self-servicing customer support options such as community forums, recordings, trainings, tooling, etc.

Customer Retention:

• Work with customers to ensure regular product use leading to continued customer loyalty. Manage customer renewal process and license key provision. Identify potential areas to upsell based on customer goals and NCQA product features and services. Serve as an advocate for customers and track and solicit product feedback and product feature requests to support evolution of product.

Evaluate:

• Develop metrics and surveys to track and report on customer satisfaction, renewal potential, turnaround time of tickets, etc. Develop baselines, benchmark goals, and reporting capabilities.

Requirements:

• Bachelor's degree with relevant experience in product operations and technical/customer support management demonstrating the necessary skills and abilities required for the position.
• At least 5 years of health care-related experience. Experience in product operations, cloud-hosted data software products, customer support, data reporting, client management, and agile project management.
• Excellent organizational skills as demonstrated by ability to manage & problem-solve complex issues and customer inquiries. Ability to communicate with customers and technology experts related to health care quality and digital quality & data integration. Excellent analytical, communication, and interpersonal skills. Ability to function in minimally supervised environment.
• HEDIS experience a plus

NCQA is committed to Diversity, Equity and Inclusion. We are an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

NCQA is a drug free workplace. NCQA recruits, hires, trains and promotes individuals, and administers any and all personnel actions, without regard to race, color, religion, national origin, age, sex, pregnancy, citizenship, familial status, disability status, veteran status, genetic information, or other protected statuses under applicable state and federal laws.

NCQA will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c).