Job Description:We are seeking candidates in Nashville or Tampa to work a hybrid schedule in either office location. Remote candidates will not be considered. Summary of the Consultant, Customer SuccessThe Consultant, Customer Success is a key member of the Customer Success organization, responsible for delivering billable and non-billable functional consulting services across Qualifacts' EHR platforms. This role brings deep industry, operational, and system expertise to help customers assess current-state workflows, identify optimization opportunities, implement best practices, and achieve stronger clinical, operational, financial, and user adoption outcomes. The Consultant leads System Optimization engagements and manages the full project lifecycle, including project planning, effort scoping, deliverable execution, internal project status reporting, and engagement closeout. In addition to customer consulting, this role serves as a subject matter expert for internal and external training, documentation, community engagement, sales support, account management, and strategic Customer Success initiatives. The Consultant contributes directly to non-recurring professional services revenue, customer satisfaction, customer retention, and overall customer success. This role also collaborates cross-functionally with Support, Training, Product, Development, Implementation, Sales, and Account Management to resolve dependencies, align recommendations, and ensure customers receive a coordinated and high-value experience.
Responsibilities for the Consultant, Customer Success- Design, scope, and deliver high-impact consulting engagements that help customers maximize the value of Qualifacts' EHR platforms and improve operational performance
- Lead discovery, workflow assessment, system optimization, project planning, execution, and closeout activities for onsite and remote consulting engagements
- Develop clear recommendations, project plans, and customer-facing deliverables that translate operational needs into practical system, workflow, and adoption improvements
- Track, analyze, and report on customer satisfaction metrics, engagement outcomes, and consulting performance indicators to support continuous improvement
- Support non-recurring professional services revenue goals by accurately scoping work, tracking progress, and reporting results to Finance and leadership stakeholders
- Serve as a consultative subject matter expert for Customer Success, Product, Support, Training, Implementation, Sales, and Account Management teams in support of customer outcomes and strategic initiatives
- Ensure consulting offerings remain consistent, scalable, and aligned to customer needs, market expectations, product capabilities, and retention goals
- Partner cross-functionally to analyze product changes, operational impacts, customer needs, and enablement requirements that inform documentation, training, and best-practice guidance
- Communicate effectively with customers and internal stakeholders, including executive, operational, clinical, billing, and technical audiences
- Deliver outstanding service to internal and external customers through responsive communication, thoughtful analysis, and accountable follow-through
- Perform other duties as assigned.
Qualifications of the Consultant, Customer Success- Associate degree required; bachelor's degree preferred; equivalent related experience may be considered in lieu of degree
- Extensive experience in the behavioral health, human services, or healthcare technology industry, including strong understanding of complex agency operations, clinical workflows, billing processes, and compliance requirements
- 5-7 years of directly related experience in customer success, consulting, implementation, training, support, operations, or EHR system optimization
- Prior experience with enterprise EHR application software, including design, configuration, workflow analysis, implementation, support, training, consulting, or optimization
- Strong proficiency with Microsoft Office, virtual meeting platforms, AI assistants, collaboration tools, and customer-facing presentation materials
Knowledge, Skills, and Abilities of the Consultant, Customer Success - Ability to assess customer needs, diagnose operational challenges, and develop consulting programs, recommendations, and materials that address identified priorities
- Demonstrated ability to lead customer-facing engagements, manage difficult conversations, influence stakeholders, and deliver practical recommendations tied to measurable outcomes
- Proven ability to manage the full consulting engagement lifecycle, including discovery, planning, development, coordination, execution, monitoring, evaluation, reporting, and closeout
- Strong facilitation, consulting, and stakeholder management skills with the ability to guide customers and internal teams through complex operational or system decisions
- High degree of initiative, business judgment, creativity, adaptability, and comfort working across multiple functional areas
- Ability to communicate professionally and credibly with customers, peers, senior leaders, and cross-functional stakeholders
- Excellent written and verbal communication skills, including the ability to create polished deliverables, present recommendations, and translate complex topics into clear, actionable guidance
- Familiarity with traditional and modern consulting, facilitation, training, and adult learning methods and techniques
- Advanced organizational and project management skills with the ability to prioritize competing work, manage multiple engagements, and maintain accountability for deadlines and outcomes.
- Strong understanding of customer success principles, retention drivers, system adoption, operational change management, and value realization
- Travel 30-50% for consulting engagements, customer success initiatives, conferences, user groups, and other learning or customer-facing opportunities
