Training & Client Engagement II

The Joint Commission•Oakbrook Terrace, IL

41d

About The Position

Training and Client Engament II, has overall responsibilities in software post-sales activities including client on-boarding assistance, product training, implementation, deployment and ongoing client engagement for high product adoption, utilization and client satisfaction. Overall responsibility for the Electronic Products client on-boarding, product training, implementation, deployment, ongoing client engagement and other professional services that are associated with mission critical client activities post sales. Ensures electronic products meeting client expectation, client satisfaction, achieving product adoption and utilization goals. Provides leadership in delivering world class client training and services. Designs, develops and implements an efficient product training process, supporting continuous and ongoing training needs of JCR client base. Manages UpToDate clinical content for electronic products platform. Builds online training platform, on-demand training services and new innovative solutions to engage clients and improve training result and knowledge retention post learning. Collaborates with product management, product development, BA/QA team, customer technical support and other business stakeholders at Joint Commission Resources and Joint Commission Enterprise to provide product inputs and client feedback. Communicates with and visits key customers on a regular basis to support clients, collects product and training feedback. Improvises product training practices, processes and communications based on feedback. Leads the team by assigning appropriate systems and content responsibilities but also solely managing a set of self-assigned key health system clients. Obtains client reference for successful product implementation. Responsible for team performance, coaching, motivation and morale.

Requirements

Bachelor’s degree is required.
5-7 years of experience in healthcare business, involving deploying and training mission critical and complex healthcare technology solutions to healthcare providers and users.
Proven leadership and experience in software product training, presentation, deploying and customizing generic products to fit different organizations’ business requirement, ability of troubleshooting problems and challenges during product implementation and achieving client acceptance and satisfaction in the end of the product implementation cycle.
Experience in building, leading and motivating teams for achieving results.
Experience in adult teaching, education, building online education and client engagement solutions.
Strong skills in project planning, project management, change management, meeting facilitation, process control and improvement.
Exceptional verbal and written communication skills and the ability to interact professionally with diverse groups, executives, managers, and subject matter experts.
Possess and exercise superior interviewing and strong presentation skills.
Strategic and analytical thinking
Up to 15-20% travel.

Nice To Haves

The Joint Commission business knowledge is a plus.
RPI training is a plus.

Responsibilities

Overall responsibility for the Electronic Products client on-boarding, product training, implementation, deployment, ongoing client engagement and other professional services that are associated with mission critical client activities post sales.
Ensures electronic products meeting client expectation, client satisfaction, achieving product adoption and utilization goals.
Provides leadership in delivering world class client training and services.
Designs, develops and implements an efficient product training process, supporting continuous and ongoing training needs of JCR client base.
Manages UpToDate clinical content for electronic products platform.
Builds online training platform, on-demand training services and new innovative solutions to engage clients and improve training result and knowledge retention post learning.
Collaborates with product management, product development, BA/QA team, customer technical support and other business stakeholders at Joint Commission Resources and Joint Commission Enterprise to provide product inputs and client feedback.
Communicates with and visits key customers on a regular basis to support clients, collects product and training feedback.
Improvises product training practices, processes and communications based on feedback.
Leads the team by assigning appropriate systems and content responsibilities but also solely managing a set of self-assigned key health system clients.
Obtains client reference for successful product implementation.
Responsible for team performance, coaching, motivation and morale.