Client Engagement Specialist (Account Manager / Customer Success - Schaumburg, IL or Remote

Summary

The American Society of Anesthesiologists provides education, resources, and advocacy to improve patient care and safety. The Client Engagement Specialist serves as a relationship manager and trusted advisor for healthcare organizations using AQI registry and data reporting programs, leading onboarding, education, engagement, support, product adoption, data quality, and customer retention initiatives.

Responsibilities

• Serve as a primary point of contact for registry participants to support onboarding, customer tracking, data submission, and general inquiries
• Proactively assist practices in understanding registry benefits/value, data, reports, and analytics to support quality improvement initiatives and data use goals
• Coordinate and lead the onboarding process for new registry participants, including project planning, implementation guidance, account setup, data submission readiness, and transition to ongoing support to ensure a successful program launch
• Develop and deliver training programs, webinars, demonstrations, and individualized coaching for registry participants to promote product adoption, increase user proficiency, and support effective use of AQI reports, benchmarking tools, and analytics
• Support client education on regulatory programs, including CMS quality payment programs (e.g., MIPS) and associated reporting requirements
• Serve as a subject matter expert and partner with internal teams to address participant needs and improve service delivery
• Track and analyze client engagement and product success metrics and identify opportunities for improved participation and satisfaction
• Develop educational materials, user guides, and communications for registry participants
• Support business development and customer retention initiatives by collaborating with prospective participants, assisting with product demonstrations and customer presentations, contributing to contract renewal activities, and helping identify opportunities to expand participation in AQI programs and services
• Maintain documentation and standard operating procedures for client engagement processes
• Collaborate cross-functionally with ASA teams (e.g., Marketing, Membership, Education, Business Development) to ensure consistent messaging and alignment on participant-facing initiatives
• Ability to perform work in alignment with ASA core values: Dedication, Collaboration, Commitment to Excellence, Continuous Improvement

Skills

• ·        Minimum 3 years of experience in support or customer service roles. Previous experience in sales, education, or promotion is a plus
• ·        Exceptional interpersonal and communication skills (written and oral), listening, and problem-solving skills with the ability to build trust and rapport
• ·        Familiarity with user account administration and troubleshooting web-based applications
• ·        Proficiency in Microsoft 365 tools required
• ·        Familiarity with CRM tools (e.g., Microsoft Dynamics, Salesforce) is a plus
• ·        Proven ability to manage multiple priorities simultaneously in a fast-paced environment
• ·        Strong organizational skills, problem solving skills, and attention to detail
• ·        Demonstrated ability to work collaboratively with diverse teams and stakeholders
• ·        Bachelor's degree in healthcare administration, health policy, public health, or related field preferred
• ·        Experience with ticketing systems (e.g., Atlassian) preferred

Qualifications

Must Haves

• ·        Minimum 3 years of experience in support or customer service roles. Previous experience in sales, education, or promotion is a plus
• ·        Exceptional interpersonal and communication skills (written and oral), listening, and problem-solving skills with the ability to build trust and rapport
• ·        Familiarity with user account administration and troubleshooting web-based applications
• ·        Proficiency in Microsoft 365 tools required
• ·        Familiarity with CRM tools (e.g., Microsoft Dynamics, Salesforce) is a plus
• ·        Proven ability to manage multiple priorities simultaneously in a fast-paced environment
• ·        Strong organizational skills, problem solving skills, and attention to detail
• ·        Demonstrated ability to work collaboratively with diverse teams and stakeholders

Nice to Haves

• ·        Bachelor's degree in healthcare administration, health policy, public health, or related field preferred
• ·        Experience with ticketing systems (e.g., Atlassian) preferred

Benefits

• Flexible hybrid work arrangements
• A "dress for your day" mindset
• Generous time off
• Professional development and educational benefits
• Quality medical insurance at a reasonable cost
• Dental insurance at a reasonable cost
• Vision insurance at a reasonable cost
• 401K match
• A free fitness center
• Breastmilk shipping
• CALM subscription
• Volunteer committees
• Employee resource groups