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Salary: USD 140,000 - 170,000 / annual
mEMR Health is seeking a customer-focused Engagement Manager to own the full lifecycle of customer success and account growth for healthcare customers. This role bridges account management, project management, consulting, and trusted advisory—partnering closely with Account Executives to ensure pilots are well-scoped, implementations run smoothly, onboarding is seamless, and long-term relationships grow into meaningful expansions.
Key Responsibilities:
• Serve as the primary customer-facing point of contact post-sale, building strong relationships with executive sponsors, operational leads, and day-to-day users.
• Partner with Account Executives to scope and execute customer pilots, define success criteria, align stakeholders, track progress, and convert successful pilots into broader adoption.
• Lead end-to-end implementation, coordinating with internal teams to ensure workflows, integrations, training, and launch milestones are delivered on time.
• Develop deep understanding of each customer's goals, workflows, and pain points; proactively identify opportunities for expansion, upsell, cross-sell, and deeper account penetration.
• Drive adoption, satisfaction, and retention across customer accounts. Monitor engagement, identify risks early, and work cross-functionally to resolve issues quickly.
• Conduct quarterly business reviews with customers to review performance metrics, ROI, operational impact, and evolving priorities; reinforce value and uncover growth opportunities.
• Work closely with Account Executives and go-to-market team to support renewals, expansions, vendor reviews, contracting processes, and customer strategy.
• Build high-trust customer relationships that lead to testimonials, referrals, case studies, and long-term partnerships.
• Act as the voice of the customer internally, surfacing customer needs, product feedback, workflow gaps, and opportunities to improve the customer experience.
Requirements:
• 3–6 years of experience in sales, account management, customer success, engagement management, consulting, or another customer-facing role.
• Experience managing customer relationships, commercial conversations, or account growth opportunities.
• Strong project management skills, with the ability to manage multiple customer launches, timelines, and stakeholders simultaneously.
• Comfort working with customers to understand business needs, communicate value, and guide them toward successful outcomes.
• Experience identifying upsell, cross-sell, renewal, or expansion opportunities.
• Excellent communication and relationship-building skills, with a consultative and customer-first approach.
• Data-driven mindset, with the ability to present ROI, performance metrics, and operational outcomes clearly to customers.
• Comfort with ambiguity and fast-moving environments; proactive, organized, and solutions-oriented.
Preferred:
• Experience in healthcare SaaS, health information management, clinical research, care delivery, or healthcare operations.
• Experience navigating vendor review, procurement, contracting, or enterprise buying processes.
• Experience as an early team member helping test, build, and improve customer playbooks.
• 2–4 years of consulting experience.
