MCG Health

Sales Development Rep

• Drive new business growth by making 30 to 40 calls each day, building and nurturing a robust pipeline of high-potential leads
• Prospect into multiple healthcare organizations via lead follow-up, networking, referrals, and cold calling.
• Conduct discovery calls to understand the prospect's needs, challenges, and decision-making processes.
• Send personalized emails and engage through social media to connect with prospects and qualify them as potential sales opportunities.
• Efficiently utilize tools like Conquer for automated dialing and Google for research to enhance outreach efforts and improve contact rates. Document each task accordingly.
• Utilize existing Salesforce database and search engines to find key contacts in targeted accounts.
• Qualify all prospect accounts and leads by probing for specific business and solution needs.
• Nurture relationships with potential leads not yet ready to buy, ensuring they remain engaged with MCG Health.
• Partner with the Manager, Sales Development and the team to formulate prospecting strategy, customize sales scripts, and provide additional training.
• Partner with Sales Executives for territory strategy, growth goals, and discovery appointment scheduling.
• Make appointments in conjunction with Sales Executives to further sales discussions with leads and prospects.
• Achieve or exceed set targets for the number of calls, and SQLs.
• Regularly review performance metrics and adjust strategies as needed to meet goals. Keep strong communication open with the Manager of Sales Development.
• Learn and demonstrate a fundamental understanding of the MCG’s solutions and clearly articulate MCG's value story to prospective customers.
• Participate in ongoing campaigns to generate new leads and expand the company’s market reach.
• Execute pre-tradeshow call-downs to drive traffic to the company’s booth, promote event participation, and generate interest in the company’s offerings.
• Conduct post-tradeshow follow-up calls and emails to contacts received during the tradeshow, aiming to convert these into qualified leads and opportunities.
• Proactively reach out to prospects using leads generated by Marketing campaigns, including those from downloads, inquiries, and registrations.
• Utilize Salesforce to track and manage all interactions with leads, ensuring accurate and up-to-date records.
• Maintain an organized and active sales pipeline, regularly updating the status of leads and ensuring timely follow-up on all opportunities.
• Stay informed about industry trends, competitors, and product updates to engage prospects effectively.
• Participate in ongoing training and development to improve sales skills and product knowledge.
• Travel up to 20% of the time to trade shows, Marketing and other MCG-sponsored events/Glue Events.

Senior Sales Development Representative

Account Manager

• Establish and maintain ongoing relationships with an assigned list of MCG customers.
• Conduct regular business reviews and customer outreach in accordance with MCG/Customer Success/Account Management policy and process requirements.
• Learn and apply the MCG Customer Success Tool Kit to elevate the quality of outcomes
• Manage schedule and calendar to accommodate needs of customers, allocating sufficient time for internal MCG activities and stakeholders.
• Research and troubleshoot customer issues, which may involve discovery discussions as well as knowledge of MCG solutions/services, resources and processes to resolve the problem.
• Maintain communications with appropriate MCG staff and clients to ensure that customer-related work is addressed in a positive, timely and efficient manner.
• Perform periodic outreach, manage inbound calls and respond to customer requests promptly.
• Research all client issues thoroughly, engaging MCG colleagues and resources as necessary to facilitate resolution. These may include contract-related questions, content/software inquiries, technical support, invoice questions, etc.
• Support MCG Finance team, assisting with basis verification, invoice follow-up etc.
• Work to understand and stay current regarding customers’ critical business issues, goals, challenges and pain points.
• Develop customer Outcomes Plan and Objectives to help drive customers toward achieving their goals.
• Document all client communication in CRM (i.e., Gainsight, Salesforce).
• Achieve mastery of Gainsight, leveraging various features, tools and technology to most effectively reach customers and document the engagement.
• Participate in special initiatives as required to address organizational data needs or solution promotion.
• Help anticipate and identify potential problems; Develop strategic approach to avert crises and identify creative problem-solving approaches.
• Represent the Account Management team on internal project teams, task forces, and special initiatives as requested by leaders.

Customer Support

• Apply advanced expertise in MCG content and software solutions, providing insights to optimize the impact and value of MCG solutions
• Collaborate with customers to align their goals with clinical strategy and recommend tailored MCG solutions that demonstrate measurable outcomes
• Collaborate with customer executives and key stakeholders to contribute to strategic discussions and support high-impact decisions
• Assess workflows for complex customers (including multi-solution and at-risk clients) and provide strategic recommendations to optimize MCG solution adoption and performance
• Apply clinical insight to assess business and clinical workflow challenges and provide best practice recommendations
• Partner with Account Management to assess client risk, lead implementation activities, and offer clinical expertise throughout the process
• Partner with customers throughout implementation phases to guide adoption, refine workflows, and proactively resolve integration challenges
• Lead change management initiatives that promote successful adoption and long-term engagement with MCG solutions
• Collaborate with internal stakeholders to communicate project milestones, escalate customer issues, and align on priorities
• Develop, monitor, and report on engagement metrics using dashboards and analytics to evaluate solution effectiveness
• Provide timely and actionable feedback to internal teams on enhancement opportunities and adoption challenges
• Identify common re-licensure challenges and collaborate with internal teams to escalate trends and recommend process improvements.
• Mentor Clinical Support Specialists and actively support onboarding efforts for new team members
• Share insight and clarify the CSS role for internal teams to support effective cross-functional collaboration
• Represent the Care Strategies team in cross-functional initiatives and external collaborative projects
• Consistently apply MCG Core Competencies with proficiency in both customer-facing and internal collaboration
• Apply principles from the Customer Success Toolkit to strengthen communication, resolve team challenges, and model collaborative behaviors in client and internal settings
• Apply advanced proficiency with Salesforce, Gainsight, and Microsoft Office to manage workflows and provide client insights

Clinical Support Specialist II

Business Intelligence Developer

• Lead the design, governance, and reporting of key Customer Success metrics, including churn, adoption, productivity, and customer health.
• Build and optimize advanced dashboards and analytic models that forecast retention, growth, and operational performance.
• Partner with Customer Success leaders to align data strategy, metric definitions, and reporting frameworks with business objectives.
• Partner with Customer Engagement and Systems teams to analyze and document workflows, identify process bottlenecks using data insights, and define metrics to measure adoption and impact.
• Define and document data requirements, ensuring system design and reports accurately reflect business processes and metrics.
• Develop scalable reporting solutions that integrate data from Salesforce, BI platforms, and other systems to measure performance and compliance.
• Collaborate cross-functionally with Customer Success, Business Systems, and Data Engineering teams to ensure data accuracy, process alignment, and reporting consistency.
• Manage or support special projects and ad hoc analyses as assigned by leadership.

Business Intelligence Analyst

Product Manager

• Own and evolve the delivery roadmap for the Indicia Provider Utilization Management (UM) suite in close partnership with Product Manager
• Translate strategic product initiatives into clearly defined epics, features, and user stories aligned to business outcomes and customer value
• Serve as the primary decision-maker for backlog prioritization, sequencing work to maximize business impact, customer outcomes, and delivery efficiency
• Manage and coordinate multiple product backlogs across two or more Agile teams, ensuring alignment to strategic priorities, dependencies, and delivery timelines
• Lead backlog refinement and progression of user stories across teams, maintaining readiness, clarity, and consistent acceptance criteria
• Apply SAFe® (Scaled Agile Framework) principles to support cross-team planning, dependency management, and execution across Program Increment (PI) cycles
• Partner with Release Train Engineers, Engineering Leads, and Product Manager to support PI Planning, cross-team alignment, and delivery forecasting
• Lead discovery and solution definition for complex, cross-product initiatives and integrations within the Indicia suite
• Collaborate with customers, strategic partners, clinical experts, engineering, UXD, and implementation teams to deeply understand workflows to create and validate solution designs
• Translate customer, market, and business insights into detailed feature definitions, including user workflows, diagrams, and acceptance criteria to clearly communicate intent to design and engineering teams
• Serve as the primary product stakeholder throughout the feature development lifecycle, ensuring solutions meet acceptance criteria and are ready for client delivery
• Ensure the conceptual, functional, and technical integrity of delivered solutions across the Indicia suite
• Accept or reject completed work based on defined acceptance criteria, quality standards, and business readiness
• Partner with Product Manager during Early Adopter and pilot phases, supporting solution readiness, customer engagement, and development of market- and user-facing artifacts
• Monitor early-stage feature adoption using qualitative and quantitative data, identifying risks or deviations from expected outcomes and recommending course corrections as needed
• Support commercialization efforts, including internal enablement, client-facing demonstrations, and solution positioning
• Lead strategic customer and partner interactions related to delivered features, escalating significant client issues and insights to Product Manager to inform roadmap and prioritization decisions
• Communicate delivery status, risks, dependencies, and trade-offs to stakeholders and leadership
• Collaborate with other Product Owners and internal stakeholders to align delivery practices and ensure consistency in backlog management, story quality, and Agile execution across teams.

Senior Product Owner

Executive Assistant

• Serve as a trusted representative for MCG’s Chief Medical Officer, Vice President of People &amp; Culture, and Vice President of Sales—acting as a central point of contact and resource that reflects their priorities and values.
• Handle highly sensitive and confidential information with the utmost discretion, exercising sound judgment to protect leaders’ trust and the organization’s interests.
• Masterfully coordinate shifting schedules, complex travel itineraries, and meeting materials across multiple time zones, ensuring that leaders and their teams can remain focused and agile in a dynamic environment.
• Anticipate the evolving needs of executives and teams, resolving operational and administrative challenges before they arise, and enabling leadership to stay focused on high-impact initiatives.
• Prioritize and address competing demands proactively, responding swiftly to emerging needs and consistently following through to ensure deadlines are met.
• Prepare and review reports, meeting minutes, track action items and briefing documents, ensuring accurate, timely, and well-organized information flow that supports informed decision-making.
• Craft compelling presentations through every stage—from early ideation and research to refined final drafts—using expert PowerPoint skills to help communicate strategic insights and drive alignment.
• Strategically plan and execute both in-person and virtual meetings or events, overseeing everything from site selection, contract negotiation to day-of on-site logistics and troubleshooting.
• Tackle ad-hoc projects as requested, demonstrating adaptability and a willingness to dive into new challenges as they surface.
• Occasionally travel to provide on-site support for team meetings and events.

Senior Sales Development Representative

Account Manager

Clinical Support Specialist II

Business Intelligence Analyst

Senior Product Owner

Senior Executive Assistant