Engagement Advisor - Elation Health

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we’ve been focused on building a world-class technology solution that creates an experience of delight and ease for physicians, and that our users love.

We are seeking a mission-driven Engagement Advisor, Professional Services who must demonstrate a deep understanding of our cloud-based, clinical platform and have excellent relationship management skills. You’ll work directly with physician-owned primary care practices, helping them achieve their goals. The right candidate will have a desire to problem solve, effective customer interaction, attention to detail across multiple projects and a great attitude. This role will require meeting virtually with customers on a weekly basis. This is a remote-based position.

Responsibilities

• Project Management: Manage simultaneous onboarding projects at one time, balancing priorities of business results, customer satisfaction, and technical quality. Collaborate with Data, Customer Success, Technical Implementation, and Support teams to create a streamlined and cohesive onboarding approach.
• Relationship Building: Proactively contact and virtually meet customers to manage a positive transition from the sales team. Build strong relationships with Elation customers, actively seeking the "why" behind their asks to address their issues and meet their goals.
• Sales Collaboration: Develop and maintain positive business relationships with the Sales organization at all levels to facilitate sales growth and ensure smooth, timely starts for customers.
• Process Improvement: Proactively identify customer needs, challenges, and expectations, and seek out opportunities for internal process improvements.
• Project Ownership: Own all project outcomes and delegate tasks to team members, setting targets for milestones, adhering to deadlines, and adjusting schedules as needed.
• Data-Driven Engagement: Use data and reports to identify trends within your customer base. Create scalable touchpoints and engagement strategies to ensure customers successfully achieve their goals on the Elation platform.
• Cross-Functional Problem Solving: Collaborate with Customer Success and Support to resolve issues for onboarding customers.
• On-Call Support: Remain on-call 2-3 weekends per year for urgent customer support.
• Mission Alignment: Demonstrate a passion for solving big, challenging problems in healthcare and working with primary care providers to lower costs and deliver better patient outcomes.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2-3 years of experience in a customer-facing success role.
• Project management experience is required.
• Highly collaborative, organized, and execution-oriented with strong presentation skills.
• Strong desire to build relationships with customers and serve as an advisor during their onboarding process.
• Exceptional written and oral communication skills that display professionalism.
• Process-oriented mindset with a high level of attention to detail.
• Ability to work with a large customer base and engage with your book of business by deploying strategic technology.
• Experience in healthcare or SaaS is a benefit; an interest in healthcare is required.