Allscripts

Customer Education and Product Operations Specialist, Healthcare Technology

Allscripts

full-time

Posted on:

Location: Arizona, Florida, Utah, Virginia • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

Go

About the role

  • 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.