Customer Experience Operations Specialist

Owns the customer experience operations function for Veradigm, with a focus on tech-touch accounts. Works with Customer Success teams and leadership to design and execute digital-first engagement strategies that reduce friction and drive measurable outcomes. Builds and maintains the reports and dashboards used to track CSAT, NPS, and churn, turning that data into actionable insights for the team. Manages the formal customer request process end to end, from intake and prioritization through communication of trends to managers and leadership.

• Creates and manages automated workflows for Gainsight Journey Orchestrator, reporting and dashboards and assists with prioritization of in-app communications.
• Collaborates with Go-To-Market (GTM) teams to understand upcoming product releases and their implications for various functions. Assists with thorough impact assessments to identify changes to documentation, help center content, and internal processes, and proactively communicates critical information to clients.
• Assists with internal and client-facing communication of key processes, projects and training to all project stakeholders.
• Implements targeted, in-product messaging strategies as prioritized by the Customer Experience Operations team defined processes. Supports calendar, account, and user lifecycle messaging to drive awareness, product adoption, and engagement.
• Collects and analyzes customer feedback. In conjunction with management, utilizes feedback to identify areas for improvement and drive changes that enhance customer experiences.
• Assists in the performance of the customer success team and implements strategies for continuous improvement. This includes helping to define performance benchmarks, conducting regular audits, and providing feedback and recommendations.
• Collects, analyzes, and interprets customer data to provide actionable insights. Assists in the development of reports and dashboards that help the customer success team monitor key metrics such as customer satisfaction (CSAT), Net Promoter Score (NPS), and CXO KPIs.
• Participates in the selection, implementation, and customization of customer success tools and technologies such as CRM systems, customer feedback platforms, and workflow automation tools.
• Oversees the day-to-day administration of the Customer Experience Operations tech stack with primary focus on Gainsight administration.
• Develops expertise in the Customer Relationship Management systems and operational technologies.
• Continuously assess the health and engagement of customers by tracking product usage, adoption, and satisfaction.
• Maintains quality standards for data, processes, tools and communications.
• Assists with managing project plans and dashboards, assisting project managers in maintaining consistency and template efficiency.
• Follows and manages the project request process, working with the CXO team to prioritize and create project plans as approved by the CXO team.

Compensation Range:

Compensation for this job is subject to market conditions, geographic considerations, the candidate’s unique skills and experience, state and local laws, and budget. Our commitment to pay transparency is a testament to our dedication to creating a fair, equitable, and inclusive workplace. By continuously analyzing market trends, staying abreast of changes in state laws, and making budgetary adjustments accordingly, we strive to ensure that our compensation practices reflect the value we place on our associates’ unique contributions and support their professional growth.

Enhancing Lives and Building Careers

Veradigm believes in empowering our associates with the tools and flexibility to bring the best version of themselves to work and to further their professional development. Together, we are In the Network. Interested in learning more?

Take a look at our Culture, Benefits, Early Talent Program, and Additional Openings.

Visa Sponsorship is not offered for this position.

At Veradigm, our greatest strength comes from bringing together talented people with diverse perspectives to support the needs of healthcare providers, life science companies, health plans, and the patients they serve. The Veradigm Network is a dynamic, open community of solutions, external partners, and cutting-edge artificial intelligence technologies that provide advanced insights, technology, and data-driven solutions. Veradigm offers a comprehensive compensation and benefits package, including holidays, vacation, medical, dental, and vision insurance, company paid life insurance and retirement savings.

Veradigm’s policy is to provide equal employment opportunity and affirmative action in all of its employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for North American based positions with Veradigm must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required as a condition of hire. Veradigm is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse and inclusive workforce.

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