Customer Success & Transition ManagerSource Select Group • Remote, Oregon, United States
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Customer Success & Transition Manager
Source Select Group
- Remote, Oregon, United States
- Remote, Oregon, United States
À propos
*Location:* Travel as Needed (Office for training & Client Sites) MAX 10-15%/Year
*Position Summary*
We are seeking a proactive, customer-focused professional to act as the liaison between our delivery teams, technical teams, and key customer accounts to transition to our new SaaS EMR platform.
* 5+ years in account management, EMR, customer transition success, or program/project coordination within an EMR, or Health technology or Heath IT or EMR/EHR SaaS environment.
* *The Transition Manager *is the dedicated, full-time owner of the customer migration motion. This is not a general customer success or communications role.
* The person in this position is responsible for initiating and managing structured migrations for a portfolio of behavioral health software customers — moving them from a legacy platform to a modern, actively-invested platform (EMR) over a 2–3 year horizon.
* T*he Transition Manager *has no direct authority over any of those functions — they move work forward through communication, coordination, and escalation discipline.
* The migration program is active. Outreach to customers has begun. The person hired into this role will inherit a live pipeline, a defined process, and a set of coordination expectations that are already in place.
* This role ensures clear, consistent communication with customers, manages outbound updates during system outages, and drives adoption of our next-generation platform.
This position is designed as a strategic entry point into our customer-facing leadership track.
*REQUIRED:*
*Platform Fluency — Behavioral Health EHR/EMR*
* Maintains an up-to-date customer pipeline tracker with phase, status, and owner for each account
* Proactively flags customers at risk of stalling before they become escalations
* Can manage 10–20 concurrent customer engagements at different migration phases without dependency on daily supervision
* Has owned or led a structured program or project with discrete phases, milestones, and cross-functional handoffs
* Has served as a coordination hub between 3+ internal functions on a shared deliverable or customer outcome
* Consistently communicates what each function needs to know, when they need to know it, and in what format
* Escalates blockers quickly and through the right channels rather than absorbing delays
* Does not require hierarchical authority to get cross-functional alignment
* Can lead a migration conversation with a customer who has not yet committed, including handling objections and setting realistic expectations
* Distinguishes between customers who are ready to move and customers who need more time, and adjusts outreach strategy accordingly
* Maintains trust with customers who have open support issues alongside an active migration engagement
* Documents customer interactions accurately and completely in CRM or shared tracking systems
* Has led discovery or requirements-gathering sessions for software implementations or migrations
* Produces clear, complete scoping documentation that implementation teams can execute from without needing to re-ask the customer
* Asks the right questions to surface risks that the customer may not have identified
* Recognizes when a customer's stated needs and their actual configuration diverge, and resolves the gap before implementation begins
* Familiarity with behavioral health electronic health record (EMR/EHR) and practice management systems sufficient to hold credible conversations with clinical and operational stakeholders and to understand migration implications.
* Can explain the functional differences between EHR platforms to a non-technical customer in plain terms
* Understands the clinical and billing workflows that are most affected by a platform migration
* Has worked with clinics, behavioral health providers, or SUD programs — or can demonstrate the ability to get up to speed quickly
* Does not need engineering support to answer basic questions about what data migrates and what needs to be reconfigured
* Collaborate with technical teams to draft and distribute timely, accurate status updates to all affected customers during planned and unplanned system outages.
* Maintain and improve incident communication templates, escalation paths, and notification lists.
* Ensure clear post-incident follow-ups with customers, including root-cause summaries where appropriate.
Pay: Up to $82,000.00 per year
Benefits:
* 401(k)
* Dental insurance
* Paid time off
Experience:
* Customer Transition: 5 years (Required)
* EHR systems: 5 years (Required)
* Customer Success focused on Transition management: 5 years (Required)
Work Location: Remote
Compétences linguistiques
- English
Avis aux utilisateurs
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