Sr. Customer Engagement Specialist

Description

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!

The Team You Will Be Supporting:

At HealthStream we provide healthcare organizations:

• Transformative credentialing

• Enrollment

• Privileging

• Evaluation solutions

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.

Your Role As a HealthStreamer

Position Summary

The Customer Engagement Specialist will support customer adoption of key products by providing comprehensive training services to HealthStream customers. This individual will have the heart of a teacher and will embody HealthStream’s value of delighting customers. Customer training may be conducted remotely via video conference or occasionally in-person.

Essential Duties and Responsibilities

• Provides consultative support to customers launching HealthStream products by engaging with key stakeholders to ensure organizational buy-in and understanding of how to best optimize the solutions 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 and represents the customer viewpoint internally to help shape ongoing development

• Conducts or participates in product demonstrations and assists sales team(s) as needed

• Collaborates with sales, project management, onboarding/implementations, operations, customer support, and customer success management teams to ensure seamless interactions with our customers

• Collaborates with product managers to ensure comprehensive understanding of product design, operation, and utilization

• Mentors new or more junior team members, as requested

• Other duties and responsibilities as determined by Manager

Qualifications

What You Will Need to Be Successful

Education, Experience, and Knowledge Required

• Registered Nurse preferred for clinical products. Other clinical experience considered.

• For non-clinical products, a bachelor’s degree in technology or business is preferred.

• Min 3 years of experience within the healthcare industry, preferably in the role of clinical educator/clinical staff development at a provider organization (e.g. acute care hospital)

• Min 2 years of experience with consulting, customer success management, or project management

• Must have or be willing to acquire a working knowledge of HealthStream platform and clinical products from both the administrator and student workflows

Skills and Abilities Required

• Proficiency in use of Microsoft Office Products, especially with PowerPoint

• Professional level verbal and written communication skills, including web-based conferencing tools

• Understanding of data and its application to defining customer success

• Technical acumen to support development of an in-depth understanding of assigned products

• 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 25-60%, staying overnight as needed to meet customer and internal company needs.

Competencies

Accountability - Taking responsibility for one’s actions and the consequences that result from those actions.Communication & Positive Presence - Listening attentively and respectfully; expressing thoughts and ideas effectively and concisely—both verbally and in writing. Exhibiting a pleasant attitude.

Collaboration - Cooperating and working effectively with others in the pursuit of common goals.

Critical Thinking - Using sound judgment, logic, and common sense to identify efficient and effective ways of approaching problems or new initiatives.

Adaptability - Being flexible and continuing to function effectively during times of change.

Continuous Improvement - Keeping an open mind; seeking new ideas and ways of doing things in order to streamline processes and increase client/customer satisfaction.

Planning & Organizing - Appropriately prioritizing activities, scheduling time, and utilizing resources in order to complete tasks in an efficient and timely manner.

Work Ethic - Setting high standards for one’s work; taking care to ensure all aspects of work are completed accurately.

Customer Service - Treating clients/customers with a high level of respect and taking action in order to meet or exceed expectations and resolve problems.

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance

• Paid Time Off

• Parental Leave

• 401k and Roth

• Flexible Spending Account

• Health Savings Account

• Life Insurance

• Short- and Long-Term Disability

• Medical Bridge Insurance

• Critical Illness Insurance

• Accident Insurance

• Identity Protection

• Legal Protection

• Pet Insurance

• Employee Assistance Program

• Fitness Reimbursement

If you have a passion for improving healthcare outcomes and empowering healthcare workers, come join the HealthStream team! We hope you join us and be a HealthStreamer!