Allscripts

Product Operations

• 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.

Customer Education and Product Operations Specialist, Healthcare Technology