MDaudit

Customer Success Manager

• Develop and manage ongoing strategic partnerships with the MDaudit customer base
• Build relationships with MDaudit customers to maintain high customer satisfaction and loyalty
• Identify opportunities to optimize and expand the use of the product
• Collaborate with Implementation, Support, Product, Finance and Sales teams to achieve customer success
• Advocate for customers and work with decision makers to embrace change and expand footprint within each product offering
• Travel to customers up to 25% for collaboration and relationship building
• Improve customer satisfaction (NPS) year over year
• Regular updates to Customer Health Scorecard and apply risk metrics to inform retention strategy
• Manage goals related to churn and retention and own CHURN
• Advocate for timely resolution for escalated account issues and product enhancements
• Conduct proactive holistic reviews of customer accounts (Business Reviews)
• Provide regular customer updates to key MDaudit stakeholders
• Primary liaison between customers and internal teams
• Coordinate and influence customer participation in events and MDaudit Community initiatives
• Educate customers on new offerings and releases
• Drive sales of MDaudit services working with implementation and finance teams
• Partner with Senior Director of Customer Growth to identify, qualify and close upsell and renewal opportunities
• Ensure compliance with contract conditions and SLAs
• Utilize Salesforce and other mission critical tools to document customer interactions and information

Director

Provide thought leadership and act as a subject matter expert within MDaudit and our customer base to address key technology, system integration, and data needs.
Create/maintain customer data implementation toolkits, prepare and deliver customer integration workshops and develop integration materials and artifacts to address IT-related customer needs and questions pre- and post-sales.
Maintain SOC controls relating to data integration and technical compliance and ensure MDaudit’s compliance with data governance and security policies.
Maintain a hands-on engagement in the development and delivery of required integrations.
Spearhead the company’s vision and strategy to execute a long-range systems integration and data analytics plan with accompanying solution roadmap for sustained customer success.
Determine user and performance requirements and collaborate with the product team to develop technical requirements for partner integrations.
Assist with data requirements, specifications, filtering, extracting, dashboards and troubleshooting.
Work on issues as reported and provide data process integrity and actionable information to sales, implementation, services and our support organizations.
Develop a detailed integration plan for each project which includes routine communication touchpoints based on customer needs and available resources.
Experience working with large datasets, data warehousing and business intelligence platforms and consuming data from varied sources, including databases, queues, APIs, flat files, etc.
Manage relationships with external vendors and other third parties, as needed, to support analytics projects and ensure successful implementation.
Stay updated with industry trends and emerging technologies in analytics and data integration to drive continuous improvement and innovation.
Lead a team of data integration engineers/analysts in the design, development, testing, deployment, production turnover and operations of data pipelines that integrate data across MDaudit customers and technology solutions
Work with teams and team members at all levels in an open and respectful manner that promotes collaboration and knowledge sharing.
Work closely with Customer and Product teams and associates to define data requirements.
Excellent analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
Other duties and responsibilities as assigned.

Director of Integrations

Security Engineer

• Senior Cloud Security Engineer to help design, create and implement systems to solve complex business problems regarding Cloud Security around our SaaS platform.
• Define strategies and solutions that align with security, leverage common solutions and services to mitigate security risks, and meet financial and strategic objectives.
• Provide technical and security engineering support during pre and post sales phases.
• Act as technical liaison for customers for security related topics.
• Assist Infrastructure lead with managing disaster recovery and Pen test projects and build new infrastructure.
• Support AWS production and development VPCs and Rackspace elastic engineering.
• Work with external vendors to gain HITRUST certification and develop security policies.
• Maintain AWS security processes, patch management, onboard/offboard employees, and coordinate penetration testing.