QCSS Health

Customer Success Manager

• Develop strong knowledge of our Healthcare SaaS Solutions
• Serve as the first point of contact for customers seeking technical assistance
• Respond to all helpdesk and Knowledge Center support inquiries
• Diagnose customer issues with probing questions, reports, and cross-functional department collaboration
• Document customer interactions, details of inquiries, complaints, comments, actions taken, and resolutions in Jira
• Provide customer support via email, video meetings, or over the phone and walk customers through the resolution process and next steps
• Provide a timely first response and resolution of issues with accurate information for end users to meet contractual health plan SLAs
• Provide product report suggestions to support customer inquiries
• Provide information about QCSS products and services
• Lead the daily Help Desk Stand-Up Meeting
• Participate in maintaining and improving helpdesk standard operating procedures

Customer Success Support Lead

Product Manager

• Own the product strategy and roadmap for implementing QCSS Health solutions
• Partner closely with implementation, engineering, and customer success teams
• Serve as the primary product owner during implementations
• Support customer onboarding by providing product expertise

• Own the product strategy and roadmap for implementing QCSS Health solutions in new markets and for new customers within existing markets.
• Partner closely with implementation, engineering, and customer success teams to ensure successful, on-time deployments that meet customer and regulatory requirements.
• Translate market-specific, customer-specific, and regulatory requirements into clear product requirements, workflows, and configuration guidance.
• Serve as the primary product owner during implementations, ensuring alignment between customer needs, technical feasibility, and product standards.
• Identify opportunities to standardize, streamline, and scale implementation processes across markets and customers.
• Collaborate with engineering to prioritize enhancements and configuration capabilities that reduce implementation complexity and time to value.
• Support customer onboarding by providing product expertise, documentation, and implementation best practices.
• Work with internal stakeholders to define success metrics for implementations and drive continuous improvement based on outcomes and feedback.
• Act as a key liaison between customers, internal teams, and leadership to ensure product decisions align with real-world implementation needs.
• Ensure solutions are compliant with healthcare regulations and market-specific requirements (e.g., MLTSS program variations).

Customer Success Support Lead

Product Manager

Product Manager – Implementations