Job Description
Customer Engagement Specialist
Job Location
USA/Remote – Nashville, TN
Remote Type
Optional Work from Home
Position Type
Full Time
Education Level
4 Year Degree
Travel Percentage
Up to 25%
Job Shift
Day
Job Category
Training
As the #1 advisor for developing and empowering people to deliver the highest quality care, HealthStream‘s brands include best-in-class apps, software, and specialized solutions. Over the last 30+ years, our Company has remained committed to solving big problems and growing into new product lines, including VerityStream, scheduling and capacity management apps, and more. We are constantly innovating and finding new ways to positively impact healthcare organizations.
What does our values-based culture offer you?
- A collaborative work environment
- A mission-oriented mindset
- Work-from-home flexibility
- A chance to grow your career
All our HealthStreamers share a common vision: to improve the quality of healthcare by developing the people who deliver care. For over 30 years, we have remained committed to providing effective solutions through innovation and constant growth. Today, we offer a unified suite of products to streamline scheduling, credentialing, training and learning management, workforce development, and other key areas in the healthcare industry. We provide recurring value and, as a HealthStreamer, you will be at the forefront of healthcare technology innovation!
We offer work-from-home flexibility as part of our hybrid workplace policy. Our three Resource Centers (located in Nashville, TN; Boulder, CO; and San Diego, CA) are available for scheduled in-person events or assigned workspaces for those who want to work in the office. Remote team members also have access to flexible space scheduling for occasional use.
We encourage collaboration and commit to growth for our entire team. Our thriving culture allows our team members to continuously solve big problems, and we value these contributions. If you want to work for a company committed to its values and vision, HealthStream is the place for you!
We make sure patients receive competent care from qualified people. As a HealthStream team member, you would help this vision come to life. We pride ourselves on being a community where you can both build your career and take time away to fulfill your life goals and commitments.
Job Description
Your Role As a HealthStreamer
Position Summary
The Customer Engagement Specialist will support customers in transitioning from the post-sales process through onboarding and into full product adoption.
Essential Duties and Responsibilities
- Provides consultative support to customers launching HealthStream solutions by engaging with key stakeholders to ensure organizational buy-in and understanding of how to best optimize the solutions in order to meet organizational needs and meet established goals
- Maintains an ongoing consultative relationship with the customer through clearly defined coaching events to support full adoption of solutions and monitor outcomes
- Maintains documentation of customer engagement activities to ensure service continuity across all departments
- Elicits customer feedback on clinical products and solutions and represents the customer viewpoint internally to help shape ongoing development
- Conducts or participates in product/solution demonstrations and assists sales team(s) as needed
- Collaborates with sales, project management, onboarding, operations, customer support, and customer success management staff to ensure seamless interactions with customers
- Collaborates with product managers of assigned solutions to ensure comprehensive understanding of product design, operation, and utilization
- Mentor new team members in this role, as requested
- Other duties and responsibilities as determined
Qualifications
What You Will Need to be Successful
Education, Experience and Knowledge Required
- A Bachelor’s degree required, preferably in in nursing, biology, business, education communications.
- Registered Nurse or teaching experience preferred
- Experience within the healthcare industry, preferably in the role of clinical educator/clinical staff development at a provider organization (e.g. acute care hospital) preferred
- Previous consulting, training, customer success management, or project management experience is a plus
- Must have or be willing to acquire a working knowledge of HealthStream products, from both the administrator and student levels
Skills and Abilities Required
- Proficiency in use of Microsoft Office Products
- Professional level verbal and written communication skills
- Outstanding presentation and public speaking skills
- Understanding of data and its application to defining customer success
- Technical acumen to support development of an in-depth understanding of assigned products/solutions
- Proactively and creatively analyze unique customer attributes, parameters, and challenges and define working solutions that align with desired goals
- Function independently and use critical thinking to analyze and help resolve customer challenges with product buy-in, onboarding, optimization, and adoption
- Effectively interact and build relationships at various levels of customer organizations
- Present information at all levels of an organization from executive to departmental stakeholders
- Collaborate as part of a team to develop and optimize clinical solutions that meet customer needs, and to deliver them seamlessly from sales through support
- Utilize data to demonstrate customer performance to desired outcomes
- Coordinate activities across a number of customer accounts
- Adapt to changes in strategy or approach as needed in a fast paced, innovative environment
- Willingness to learn a variety of HealthStream platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions
- Results oriented, with a customer-centric mindset
- High degree of integrity, professionalism, and the ability to establish credibility both internally and externally to the organization are important attributes needed for this position
- Travel up to 15%, staying overnight as needed to meet customer and internal company needs.