Type of Job
About the job
The Client Success/Project Manager role requires you to have experience in: (1) client management - you will have direct daily contact with the health departments, state organizations, etc, (2) project management - you will work as a conduit between the clients, PEG business and development teams, and (3) analytics and process improvement - you’ll need to understand and translate analytics of how the public/populations and the Solution are working against the stated goals.
PEG is a technology company. We design, develop and refine digital workflow solutions that help improve how clients deliver, manage and measure the care they provide.
While you don’t have to understand how software code is written, you will need to have a desire to learn how basic technology works. Important in that, clients will ask you to troubleshoot technical issues or explain in layperson terms solution functionality. You will also handle client and user support.
You’ll be using workflow management tools (Slack, Monday) to organize client, business and development tasks.
Because you are acting as the heart of the relationship between the client and PEG it is critical that you are comfortable with and are proficient at writing clearly and concisely. It is the most important skill set to have in order to be successful. As an example, many of our clients are epidemiologists. You will need to be able to write out, simply but clearly, how the software works.
Additionally, you will be required to contribute to Scope of Work documentation. All of our projects start by writing out a comprehensive SOW - which you will also help write out.
While currently 100% of our client interaction is virtual, you will have to be comfortable being on Zoom calls and on camera. PEG likes to present a human face to our clients. All of our client training sessions are done virtually, which will require you to be on camera.
We are a small dedicated team. It is important to know, because our software is always being used, our team is always on. We do not always keep traditional hours of operation. We will explain more about this structure during the interviewing process.
Client Success Specialist Requirements and Qualifications
Bachelor’s degree in Public Management, Business, Communications or related fields.
Three (3) years experience in public/population health organizations or other related fields.
Critical thinking and problem solving skills.
Practical experience with CRM and workflow software such as Salesforce, ZenDesk, Slack, Moday.
Other Various Responsibilities
Manage client and user support inquiries. You will need to work between PEG’s business and development teams to resolve issues.
Keeper of implementation calendars
Promptly respond to customer queries via email, phone, on-line presentations,screen-share and social media channels.
Onboard and training of new clients and their users.
Foster a strong relationship with each client and their users.
Sending client usage reports, scheduling analytic check-in calls.
Identify common technical problems and escalate to management or developers.
Ensure the timely and successful delivery of company solutions according to clients needs.
Manage multiple accounts/projects while paying attention to detail
Coordinate internal resources / vendors for flawless execution of projects.
Assist in the definition of project plan and follow plan to monitor and track progress.
Proactively identify and mitigate risk and expand product adoption
Patient Education Genius (PEG) is a boutique healthcare technology company. We are experts in creating HIPAA/FedRamp secure digital workflow solutions for organizations responsible for managing public and population health.
PEG Solutions are currently supporting COVID 19 care delivery and management efforts for NYC Health Department, City of Detroit, 45 Local Health Departments across the State of Michigan, and many others.
1732 Crooks Rd, Troy, Michigan 48084, US