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Role Description

Training and Client Engagement II has overall responsibilities in software post-sales activities including client on-boarding assistance, product training, implementation, deployment, and ongoing client engagement for high product adoption, utilization, and client satisfaction.

• Overall responsibility for the Electronic Products client on-boarding, product training, implementation, deployment, ongoing client engagement, and other professional services associated with mission-critical client activities post-sales.
• Ensures electronic products meet client expectations, client satisfaction, and achieve product adoption and utilization goals.
• Provides leadership in delivering world-class client training and services.
• Designs, develops, and implements an efficient product training process, supporting continuous and ongoing training needs of the JCR client base.
• Manages UpToDate clinical content for the electronic products platform.
• Builds online training platform, on-demand training services, and new innovative solutions to engage clients and improve training results and knowledge retention post-learning.
• Collaborates with product management, product development, BA/QA team, customer technical support, and other business stakeholders at Joint Commission Resources and Joint Commission Enterprise to provide product inputs and client feedback.
• Communicates with and visits key customers regularly to support clients and collect product and training feedback.
• Improvises product training practices, processes, and communications based on feedback.
• Leads the team by assigning appropriate systems and content responsibilities while managing a set of self-assigned key health system clients.
• Obtains client references for successful product implementation.
• Responsible for team performance, coaching, motivation, and morale.

Qualifications

• Bachelor’s degree is required.
• 5-7 years of experience in healthcare business, involving deploying and training mission-critical and complex healthcare technology solutions to healthcare providers and users.
• Proven leadership and experience in software product training, presentation, deploying, and customizing generic products to fit different organizations’ business requirements.
• Ability to troubleshoot problems and challenges during product implementation and achieve client acceptance and satisfaction at the end of the product implementation cycle.
• Experience in building, leading, and motivating teams for achieving results.
• Experience in adult teaching, education, building online education, and client engagement solutions.
• Strong skills in project planning, project management, change management, meeting facilitation, process control, and improvement.
• Exceptional verbal and written communication skills and the ability to interact professionally with diverse groups, executives, managers, and subject matter experts.
• Possess and exercise superior interviewing and strong presentation skills.
• Strategic and analytical thinking.
• The Joint Commission business knowledge is a plus. RPI training is a plus.
• Up to 15-20% travel.

Requirements

• Min: USD $107,000.00/year
• Max: USD $143,000.00/year