: Customer Onboarding Champion
1900 Market Street
Philadelphia, PA 19103

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About Quil
Quil, the joining venture between Independent Health Group (Independence) and Comcast, is the digital health platform that offers personalized and interactive health journeys to consumers and their caregivers. Quil is committed to educating and engaging consumers, leading to better health experiences and better outcomes, at a lower cost. Quil serves patients, members and their caregivers and partners with healthcare providers and health plans nationally. We are headquartered in Philadelphia, PA with an additional office in New York City. Visit our website to learn more: www.quilhealth.com
 
Customer Success at Quil
The Customer Success team at Quil is hyper-focused on driving positive outcomes for our customers with the end goal of driving success for Quil. Each member of the Customer Success team is responsible for keeping the expectations of our customer aligned with the deliverables that Quils’ products and services provide. The team is also responsible for ensuring all products and services that Quil provides and develops align with positive customer outcomes which will lead to overall positive retention. Driving this type of success requires individuals of the team to work together, ignore hierarchy, be open, speak up, take action, and, most importantly, respect one another.
 
About the Role
The role of Customer Onboarding Champion is responsible for all onboarding activities of new customers and existing customers who have chosen to add-on to their current implementation of the Quil platform. The individual in this role will have strong organizational skills and must have the foresight to identify risks to project timelines.  The <insert title> will work closely with the sales team to ensure the deliverables of the sale are accurately represented in the project plan.  They will also work closely with other members of the Customer Success team to ensure skill sets are leveraged appropriately and handoffs are smooth post-implementation. The Customer Onboarding Champion will also be responsible for identifying areas of improvement and helping to evolve the onboarding process for maximum efficiency and customer experience.
 
Responsibilities
  • Coordinates internal, customer, and any third party resources to ensure flawless execution of projects
  • Manage multiple customer projects at once with efficiency 
  • Establish and maintain relationships with key project stakeholders
  • Maintain all documentation and project plans
  • Keep internal leadership up-to-date on project risks and prescribe required action from the organization
  • Collaborate with members of the Customer Success team to ensure an optimal customer experience
  • Set clear expectations with the customer and internal teams to ensure success for both
  • Establish all baseline metric's for which outcomes will be measured against post-implementation
  • Occasional travel required
Qualifications, Skills & Proficiencies
  • Team oriented, seeking opportunities to teach and learn from other members of the team
  • Generally requires 3 to 8 years’ experience in project management or similar role
  • Communicates clearly and effectively
  • Self-starter, requiring little oversight or permission to do what needs to be done 
  • Proficient in Microsoft Office and SaaS-based project management tools
  • Working understanding of SalesForce and the importance of keeping records up-to-date
  • Solid organizational skills, including attention to detail and multitasking
  • Excellent leadership, communication and presentation skills.
  • Previous healthcare experience required; experience working with healthcare providers and organizations a plus
  • Big thinker with no issue of doing the little things themselves
  • Strong customer management and conflict resolutions skills
  • Naturally curious and looking for ways to improve themselves
Full-time