Senior Director, Pharmacy Product Operations and Strategy
The Cigna Group
Customer Education and Product Operations Specialist, Healthcare Technology
Allscripts
full-time
Posted on:
Location: Arizona, Florida, Utah, Virginia • 🇺🇸 United States
Visit company websiteJob 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.
