Open positions

As the Customer Success Manager, you will be responsible for:

• Client onboarding and engagement, client growth, and product  adoption across the entire Feedtrail customer base
• Working closely with our Sales, Customer Success, and Integration teams to provide our customers with a successful onboarding experience of the Feedtrail product
• Interacting with customers of various sizes to understand their business challenges and promote the utilization of the Feedtrail platform to address these challenges

DUTIES & ESSENTIAL JOB FUNCTIONS

Client Onboarding

• Communicate with customers to understand their current workflow and expectations, define project scope and requirements (i.e., business analysis)
• Communicate to customers through weekly project status calls and through continuous verbal/email communication the status of the project and next steps
• Assist in training customers on the Feedtrail product
• Track and hit key implementation milestones
• Identify and mitigate risks to the onboarding of new customers
• Work alongside Sales and other Customer Success team members to ensure successful onboarding

Client Engagement

• Enable successful onboarding of Feedtrail to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Perform regular business reviews for enterprise customers and any defined as strategic based on an agreed upon cadence, no less than quarterly
• Identify opportunities for customers to act as Feedtrail advocates (e.g., testimonials, case studies)
• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
• Represent the voice of the customer to inform our sales process and product roadmap of product opportunities and enhancements

Client Growth

• Identify and manage upsell opportunities, engaging Sales as needed
• Manage customer renewal process, driving multi-year, long-term contracts resulting in year over year committed revenue growth
• Identify opportunities for product penetration of existing accounts and strategies to maximize platform utilization
• Conduct analysis to identify account opportunities and recommend strategies that address client-specific needs to improve the organization’s results
• Strategize with the broader Feedtrail team including sales, technology, development teams, and operation leads to identify new opportunities and service areas

Product Adoption

• Serve as subject matter expert to clients on the Feedtrail solution
• Develop strong working relationships with technology, development, and implementation teams to effectively deliver value to Feedtrail clients
• Ensure appropriate response, escalation and closure of initiatives, customer requests and/or issues in conjunction with the use of the Feedtrail solution
• Monitor client utilization and acceptance rates to identify patterns/trends

COMPETENCIES

• Detail Orientation: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
• Client Service: Demonstrates strong commitment to meeting the needs of both internal and external customers striving to ensure their full satisfaction.
• Organization: Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities with an appropriate sense of what is most important and plans with an appropriate and realistic sense of the time demand involved.
• Communication: Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside, and outside of the company; encourages open expression of ideas and opinions.
• Decision Making: Makes decisions authoritatively and wisely, after adequately contemplating various available courses of action. Refrains from “jumping to conclusions” based on no, or minimal, evidence; takes time to collect facts before decision-making.

QUALIFICATIONS

• 5+ years of customer onboarding and business analysis experience in the information technology and healthcare sectors
• 3+ years of customer success or account management experience in a SaaS healthcare company
• Prior healthcare patient operations experience preferred
• Prior patient experience operations experience desired
• Ability to work within a team to meet established project goals
• Excellent verbal and written communication skills
• Strong sense of professionalism and personal accountability
• Attention to detail and a high work ethic
• Proven ability to manage multiple projects and priorities
• Strong analytical skills to be used when determining client workflow, facilitating logic-based software discussions, and troubleshooting implementation issues

Feedtrail, Inc. has adopted a policy that protects the privacy and confidentiality of protected health information (PHI) whenever it is used by company representatives. The private and confidential use of such information will be the responsibility of all individuals with job duties requiring access to PHI in the course of their jobs. All Feedtrail, INC. employees will adhere to the Feedtrail, Inc. Employee Manual and all applicable policies as directed by the Feedtrail, Inc. Leadership Team

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

Work is primarily sedentary in nature due to the office responsibilities; no special physical demands are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

To apply send your cover letter and resume to hr@feedtrail.com.

As the Technical Account Manager, you will be responsible for:

• Supporting Customer Success Managers during the onboarding process, particularly as related to customer integrations and account configurations
• Working closely with our Sales, Customer Success, and Integration teams to provide our customers with a successful onboarding experience of the Feedtrail product
• Supporting Product and Engineering in product development definition and QA testing functions

DUTIES & ESSENTIAL JOB FUNCTIONS

• Communicate with customers to understand their current clinical and patient experience workflows and expectations, assisting in definition of project scope and requirements (i.e., business analysis)
• Communicate to customers, as needed, through regular status calls and continuous verbal/email communication the status of integration and configuration steps/milestones
• Become a Feedtrail platform expert
• Understand the goals & objectives of new customers and translate those needs appropriately with Customer Success Managers through the implementation and onboarding process
• Work closely with clients and internal departments to integrate the Feedtrail product within the EHR
• Assist in training customers on the Feedtrail product
• Track and hit key technical implementation milestones
• Identify and mitigate risks to the onboarding of new customers
• Work alongside Sales and Customer Success to ensure successful onboarding, occasionally training customers to use the platform effectively
• Implement additional items or products for the customer as needed
• Assist Customer Success Managers to identify opportunities to drive product adoption and desired outcomes
• Evaluate customer needs to suggest upgrades or additional features
• Assist Product and Engineering in defining and testing product enhancement requirement specifications, as well as supporting in product lifecycle QA testing processes
• Providing reports to developers and stakeholders on product performance
• Ensuring product releases arrive on time and in good condition for end users
• Creating and maintaining end user product documentation, release notes, both internal and external, and product release announcements

COMPETENCIES

• Detail Orientation: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
• Client Service: Demonstrates strong commitment to meeting the needs of both internal and external customers striving to ensure their full satisfaction.
• Organization: Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities with an appropriate sense of what is most important and plans with an appropriate and realistic sense of the time demand involved.
• Communication: Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside, and outside of the company; encourages open expression of ideas and opinions.
• Decision Making: Makes decisions authoritatively and wisely, after adequately contemplating various available courses of action. Refrains from “jumping to conclusions” based on no, or minimal, evidence; takes time to collect facts before decision-making.

QUALIFICATIONS

• 10+ years of strong project management and business analysis experience in the information technology and healthcare sectors
• Prior healthcare patient operations experience preferred
• Prior patient experience operations experience desired
• Experience working with multiple data integration formats
• Ability to work within a team to meet established project goals
• Excellent verbal and written communication skills
• Strong sense of professionalism and personal accountability
• Attention to detail and a high work ethic
• Proven ability to manage multiple projects and priorities
• Strong analytical skills to be used when determining client workflow, facilitating logic-based software discussions, and troubleshooting implementation issues

Feedtrail, Inc. has adopted a policy that protects the privacy and confidentiality of protected health information (PHI) whenever it is used by company representatives. The private and confidential use of such information will be the responsibility of all individuals with job duties requiring access to PHI in the course of their jobs. All Feedtrail, INC. employees will adhere to the Feedtrail, Inc. Employee Manual and all applicable policies as directed by the Feedtrail, Inc. Leadership Team

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

Work is primarily sedentary in nature due to the office responsibilities; no special physical demands are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To apply send your cover letter and resume to hr@feedtrail.com.

As the Technical Product Manager, you will be responsible for:

• Working with the Product Owner, Customer Success, and Sales to define product requirements and prioritize feature development
• Work with Engineering to scope the development effort, timelines, and delivery milestones
• Work with Engineering, Customer Success, Sales, and Senior Management to ensure the product development requirements supporting business and technical goals are met on a daily, weekly, and monthly basis
• Leading the Feedtrail Security Team to ensure Feedtrail’s security posture is well defined and maintained
• Completing security questionnaires and assessments requested by current and prospective customers in a timely and thorough manner

DUTIES & ESSENTIAL JOB FUNCTIONS

• Communicate with customers to understand their current clinical and patient experience workflows and expectations, assisting in definition of project scope and requirements (i.e., business analysis)
• Serve as liaison between Customer Success/Sales and Engineering for product enhancement request development and prioritization
• Work with Product Owner and relevant Senior Leaders to understand total impact to sales growth and customer retention as related to feature requirement definition and resource planning
• Work with Engineering and relevant Customer Success team members to scope detailed requirements for new features and enhancements, including effort estimates, deliverables, and milestones
• Support Engineering in QA unit and system testing of product releases
• Manage BETA process including customer communications, testing, and feedback consolidation and reporting
• Develop thorough, detailed product documentation, including both external and internal user manuals, ensuring consistent and timely updates as new features and relevant updates are added to the platform
• Create and maintain clear and concise release notes to be shared with customer base utilizing multiple communication methods
• Support Sales on demos and sales calls, as needed, to effectively demonstrate platform features, address feature and integration questions, and provide development roadmap information as appropriate
• Lead Feedtrail Security Team, including ensuring that relevant security policies and procedures are thoroughly defined, implemented, and operating efficiently and effectively
• Work with CTO and relevant Senior Leaders to define and implement security posture for Feedtrail
•  Work with Sales and/or Customer Success to complete security assessments and security questionnaires
• Manage security vendor relations

COMPETENCIES

• Project Management: Leads team to meet development deliverables and timeframes utilizing established project management methodologies.
• Communication: Possesses excellent written and verbal communication skills. Encourages open expression of ideas and opinions. Should be able to effectively translate technical details and concepts to non-technical persons in a way that can be easily understood.
• Decision Making: Makes well-informed decisions, sometimes under pressure. Makes decisions authoritatively and wisely, after adequately contemplating various available courses of action. Refrains from “jumping to conclusions” based on no, or minimal, evidence; takes time to collect facts before decision-making.
• Problem Solving: Strong problem solving and analytical skills. Should be able to critically think through troubleshooting and resolution steps.
• Organization: Able to organize and communicate information clearly to stakeholders. Sets priorities with an appropriate sense of what is most important and plans with an appropriate and realistic sense of the time demand involved.

QUALIFICATIONS

• Bachelor’s Degree in Computer Science, Engineering, related field, or equivalent experience required.
• 5+ years of agile software development methodology experience.
• 5+ years of strong project management and business analysis experience in the information technology and healthcare sectors
• Strong understanding of business case development, product specification, and requirements definition
• Proven track record working within product management role to analyze, define, and document software requirements for commercial software products
• Highly organized with excellent written/verbal communication and interpersonal skills and comfortable speaking in front of internal and external stakeholder groups.
• Ability to think deeply about product design decisions and deliver new products in high-visibility, faced-paced, high-growth environments.
• Experience with healthcare and/or cloud-based security requirements, such as HIPAA, GDPR and SOC 2, a bonus

Feedtrail, Inc. has adopted a policy that protects the privacy and confidentiality of protected health information (PHI) whenever it is used by company representatives. The private and confidential use of such information will be the responsibility of all individuals with job duties requiring access to PHI in the course of their jobs. All Feedtrail, INC. employees will adhere to the Feedtrail, Inc. Employee Manual and all applicable policies as directed by the Feedtrail, Inc. Leadership Team

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

Work is primarily sedentary in nature due to the office responsibilities; no special physical demands are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To apply send your cover letter and resume to hr@feedtrail.com.