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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in optimizing customer experience and leading Customer Content & Education initiatives, with a strong focus on operational transformation and digital customer success for small independent medical practices. Proficient in defining operating metrics and managing cross-functional processes to enhance customer engagement and retention.
Highest-signal resume keywords
Customer Experience OptimizationDigital Customer SuccessOperational Transformation LeadershipCustomer Content & Education ManagementCross-Functional Process Architecture
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer EngagementProcess ArchitectureOperating Metrics DefinitionRetention ManagementChurn ReductionEscalation ManagementLifecycle MessagingContent DevelopmentData AnalysisPerformance Reporting
Soft Skills
LeadershipCoachingCollaborationCommunicationStrategic Thinking
Tools & Technologies
Customer Success PlatformsEducation PlatformsDocumentation ToolsHelp Center SystemsAI-Enabled Self-Service Tools
Industry Keywords
Ambulatory Customer BaseNPSVoice of the CustomerSmall Independent PracticesProvider Operations
About the role
Key responsibilities & impact- Optimize customer experience and streamline customer interactions across the ambulatory customer base
- Integrate customer insight into customer-facing systems and tools
- Own escalation paths, save plans, and root-cause remediation for at-risk accounts
- Lead Customer Content & Education, including product documentation, help center articles, video content, and customer certification programs
- Build modular content for AI-enabled self-service
- Own NPS and Voice of the Customer programs and convert feedback into improvement roadmaps
- Orchestrate customer engagement, enablement, campaign journeys, lifecycle messaging, and playbooks
- Coordinate release readiness across documentation, training, support, and internal processes
- Administer and optimize Customer Success, Education, Customer Engagement, and communications platforms
- Serve as operational counterpart and chief of staff to the business unit General Manager
- Design and run weekly, monthly, quarterly, and annual operating cadences
- Map and redesign cross-functional processes, handoffs, RACI, intake, prioritization, capacity planning, SLAs, escalations, and exception handling
- Define operating metrics and reporting for cost to serve, time to value, first-contact resolution, implementation cycle time, retention, expansion, and NPS
- Partner with Finance on operating plans, headcount models, unit economics, and margin levers
- Lead growth transformation workstreams and consequential cross-functional programs
- Report initiatives, results, and risks to executive leadership
- Lead, coach, and develop Customer Content & Education and Customer Experience Operations teams
- Build the operations function, define roles, hire selectively, and develop talent
- Own digital customer success for Veradigm’s Practice Fusion small-practice base
- Define coverage models using product telemetry and account health signals
- Own activation, onboarding, time to value, scaled engagement, risk and save motions, renewals, payment-failure workflows, expansion routing, and cost to serve
- Advocate for small independent practices in Product prioritization using behavioral and support data
Requirements
What you’ll need- Must be legally authorized to work in the United States or Canada
- Visa sponsorship is not offered for this position
- Verification of employment eligibility is required as a condition of hire
- Experience and skills appropriate for leading Provider Operations, Digital Client Success, Customer Experience, and operational transformation are required by the scope of the role
- Ability to lead Customer Content & Education and Customer Experience Operations teams, including leaders of leaders
- Ability to build and scale digital customer success for small independent medical practices
- Ability to own retention, churn, customer experience, operating metrics, process architecture, and cross-functional transformation programs
Benefits
Comp & perks- Flexible work arrangements
- Professional development opportunities
- Holidays
- Vacation
- Medical insurance
- Dental insurance
- Vision insurance
- Company-paid life insurance
- Retirement savings
- Equal employment opportunity and affirmative action workplace
- Diverse and inclusive workforce