Customer Engagement Manager – Behavioral Health EHR Platform

About the role

Qualifacts is seeking a Customer Engagement Manager to lead account management for state‑based user groups of its behavioral health EHR platforms. The role blends relationship building, product updates, training, and advocacy to drive satisfaction and retention.

Key responsibilities

• Own the health and satisfaction of assigned state user groups, delivering bi‑annual engagements and ongoing support.
• Plan and execute meeting logistics, convey product roadmaps, and provide hands‑on training on new features.
• Collect and disseminate customer, state, and industry intelligence to inform product improvements.
• Manage escalations, assess churn risk, and identify opportunities for billable services or add‑ons.
• Coordinate with the Partnership Advisory Board and Committees to develop agenda content and support customer‑led events.

Required profile

• Bachelor’s degree preferred (or equivalent experience); 5+ years in customer‑facing roles within healthcare or SaaS.
• Experience with behavioral/mental health care and enterprise EHR applications is strongly preferred.
• Demonstrated ability to communicate with technical and non‑technical stakeholders and to travel up to 25% of the time.

Required skills

• Advanced proficiency with Microsoft Excel.
• Familiarity with virtual meeting tools (e.g., Zoom, Teams).