Technical Customer Engagement Specialist II

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Position Purpose:

The Customer Engagement Specialist II is key role within the Customer Engagement department whose purpose is to build customer relationships and ensure customer satisfaction throughout our organization. In addition, this individual will heavily involve one-on-one communication with customers, and will serve as an advocate for their customers, identify their customer's goals, and how MiHIN can help achieve them.

The Customer Engagement Specialist II will ensure customer facing activities, coordination of onboarding activities, data quality assurance, customer satisfaction, and upsells, align with company priorities. In addition, this position will be focused on fostering new business opportunities for MiHIN including the development of new and existing customer markets as well as expanding use cases, solutions, and services.

At MiHIN, we recognize that our diversity is our greatest strength. We draw on the differences in who we are, what we've experienced, and how we think to best serve our stakeholders and our communities. Because our family of companies serve everyone, we believe in including everyone. This means we strive to hire the most talented and qualified employees that are diverse in thinking and by race, gender, gender identity, gender expression, age, religion, sexual orientation, physical abilities, and socio-economic upbringing.

This is a full-time position where days and hours can vary Monday through Friday, 8:00 AM to 8:00 PM.

Duties and Responsibilities

Portfolio Management:

• Cultivates and maintains relationships with customers to promote products and services offered through MiHIN's statewide model and manages customer's portfolio to drive growth and ensure stability.
• Communicates directly with corporate account representatives to understand their individual and corporate needs in order to recommend products and/or services to maximize value.
• Identifies potential strategic partners, alliances, and relationships to expand core solutions and services and bring new services and solutions lines to the organization.
• Acts as the primary contact for internal and external customers.
• Ensures proper onboarding process for customers.
• Supports effective and efficient MIHIN business operations and internal workflows.

Upsells and Marketing:

• Recognize upsell opportunities to expand relationships with existing customers to provide MiHIN with statewide partnerships and potential revenue streams in both the short and long term.
• Collaborates with leadership regarding business models and pricing.
• Works with the marketing and communications team to establish marketing materials to support upsell objectives.
• Assists in maintaining a national sales pipeline and updates company CRM system regularly.
• Understands customer's needs and behavior patterns, along with how to approach and convince them to utilize additional products.

Health Information Liaison:

• Becomes a recognized expert in health information exchange and the broader healthcare business and industry drivers/trends.
• Continually stays abreast of national, state, and local business environments and adjusts business development strategies to meet changing market conditions.
• Develops and maintains relationships with professional organizations, community groups, politicians/legislators, and other aligned stakeholders.
• Exhibits a strong public relations presence and represents MIHIN by speaking at public events and conferences.
• Coordinates and manages each Stakeholder's request to onboard certain MiHIN Use Cases/Solutions from the expressed interest phase and beyond post-production support.
• Measure and continuously review customer's Net Promoter Scores (NPS), and KPI (key performance indicators) metrics and seek opportunities for improvement.
• Meet and try to exceed to meet customer's expectation as it relates to onboarding service level agreements (SLAs) per each Use Case/Solution.
• Ongoing communication with customers to ensure their needs are met and their satisfaction level is consistently higher than average.
• Coordinates with other internal departments to provide customer feedback and recommendations for solution/product improvements by analyzing key performance indicators, net promoter scores, and metrics.
• Help monitor, research and correct documentation by sharing information with all other service delivery departments and throughout MiHIN.
• Ensure that Information MiHIN produces, maintains, stores, or transmits remains secure through adherence to MiHIN's Security Policies and Procedures.
• Perform other duties as assigned.

Customer Success and Engagement:

• Coordinates and manages each Stakeholder's request to onboard certain MiHIN Use Cases/Solutions from the expressed interest phase and beyond post-production support.
• Measure and continuously review customer's Net Promoter Scores (NPS), and KPI (key performance indicators) metrics and seek opportunities for improvement.
• Meet and try to exceed to meet customer's expectation as it relates to onboarding service level agreements (SLAs) per each Use Case/Solution.
• Ongoing communication with customers to ensure their needs are met and their satisfaction level is consistently higher than average.
• Coordinates with other internal departments to provide customer feedback and recommendations for solution/product improvements by analyzing key performance indicators, net promoter scores, and metrics.
• Help monitor, research and correct documentation by sharing information with all other service delivery departments and throughout MiHIN.
• Ensure that Information MiHIN produces, maintains, stores, or transmits remains secure through adherence to MiHIN's Security Policies and Procedures.
Perform other duties as assigned.

Required Qualifications

• Bachelor's Degree in Technology, Business Administration, Health Administration, Marketing or related field or equivalent experience.
• Minimum 3+ years of healthcare experience with customer success, implementation, and account management.
• Background/experience in HIEs, health plans, health systems and other physical, behavioral, and social service providers and how technology supports those stakeholders.
• Experience or knowledge of health information technology, including but not limited to electronic health records (EHRs), patient care flow, and hospital computer systems.

Other Knowledge, Skills & Abilities

• Ability to work in a dynamic and fast-paced environment.
• Excellent written and verbal communication skills. Must have confidence and skill in presenting to groups of professionals.
• Proven business development skills.
• Ability to work under pressure and prioritize work appropriately.
• Ability to work independently and as a member of a team.
• Able to gather and understand customer data (such as key performance indicators (KPIs), and Net Promoter Scores (NPS).
• Strong problem solving and ability to pivot easily and quickly when discussing customer's needs and how to meet them.
• Meet commitments, accept accountability, handles change, and aim to exceed pre-established personal goals.
• Strong focus on execution and delivery with the ability to suggest recommendations and mitigate timeline risks.
• Experience in clearly documenting business requirements/enhancements and communicating needs to internal teams.
Performs all other duties as assigned.

Core Competencies:

• Customer success orientation.
• Confidence, accountability, and punctuality.
• Analytical and organization skills.
Thoroughness and follow through.

Direct Reports: May have direct reports including MiHIN interns. Base salary: $50-55k