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HIMSS User Engagement Manager in Denver, Colorado

Change is Coming.es.

At HIMSS, we’re committed to building a world where everyone, everywhere has access to care that works. A world where a better future for healthcare means leveraging the power of information and technology—and celebrating those who make change possible.

To get there, we’re creating an environment where you have the support, tools and resources that inspire the kind of groundbreaking thinking that will bring this vision to life.

We’re building an ecosystem that brings healthcare professionals and medical providers together to master and drive digital transformations in organizations - and everyday work life. One that pairs an engaging and delightful experience with the best news, training and certification, and research and insights available in the market.

Join us to create what’s next for health– it’s an opportunity you simply can’t miss.

Your Challenge: The User Engagement Manager leads the user engagement team to support user adoption and continued satisfaction. The User Engagement Manager becomes the primary advocate of all users, representing their technical needs and issues as well as providing counsel and guidance aimed at ensuring their successful experience. The User Engagement Manager also serves as an internal advocate for the user, helping to drive support and change and content strategy when necessary to help users achieve satisfaction.

The things that you will tackle:

  • Lead the user engagement team to serve internal and external stakeholders on the platofrm; Serve as point of escalation when issues arise in regard to product functionality, content and all platform issues.

  • Building process and best practices to provide an outstanding customer experience at scale.

  • Create a plan to ensure the content strategy comes to life and engagement metrics are achieved.

  • Educate users on self-service tools, release process, and other client programs

  • Engage the appropriate teams and technical resources as necessary to support users, create new processes, and optimize existing processes

  • Partner with Go-to-Market and Product teams to ensure alignment at all levels of the relationship throughout the ecosystem

  • Maintain expert level knowledge of all offerings and configuration options and pass all internal written Cornerstone OnDemand product certification exams

  • Stay up to date with digital technology trends, including service oriented platforms

  • 3+ years’ experience leading and driving a user engagement team and strategy

  • Strong drive to ensure member satisfaction and strong customer service skills

  • Outstanding interpersonal skills and strong personal integrity, with the ability to build collaborative relationships. Ability to be diplomatic, self-motivated, polished, organized, creative and flexible.

  • Outstanding project management and analytical skills with ability to achieve results in a complex environment.

  • Demonstrable experience with databases and reporting software tool(s) are essential. Experience with the “Personify” association management system or similar CRM system

  • Excellent analytical and troubleshooting skills, strong leadership and managerial/organizational skills, and goal and team oriented

  • Excellent verbal (telephone) and written communication skills and professional etiquette

  • Must possess the ability to understand clients’ perspectives and help users meet their needs with existing system features

  • Enjoy interacting with others and learning about new subjects through conversations

  • Ability to maintain composure and customer focus while troubleshooting and solving problems, and de-escalating upset customers.

  • Possesses a natural interest in healthcare.

  • Fun, collaborative and winning team environment.

  • Flexible working arrangements.

  • Competitive pay and comprehensive healthcare coverage.

  • Generous paid time off, including time off to volunteer!

  • Wellbeing programs to support all of your emotional, physical and financial needs.

  • Emphasis on continuous learning and development.

Are you a Changemaker?

Together, we’ll do amazing things for healthcare.

HIMSS is an Equal Opportunity Employer, including Vets/Disabled.

ID: 2021-1068

External Company URL: https://www.himss.org/

Street: 8111 East Lowrey Boulevard

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