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The Strategic Solutions Engineer is a cross-functional bridge that aligns Sales, Implementations, and Account Management to maximize customer success. The Strategic Solutions Engineer will use their technical, account and product management expertise, combined with their consultative skills, to act as a bridge between prospects and customers and FrontRunnerHC (FRHC). Applying key understanding of the business, technical requirements, and workflows, the incumbent will persuasively present practical and useful solutions using FRHC technology as well as drive solution design for FRHC innovation.

Technical

• Document system assessment to understand how larger opportunities, customer needs and requirements fit into FRHC solutions
• Prepare and deliver best practices technical presentations to explain company solutions to prospective and current clients
• Identify and evaluate system requirements to produce best outcomes for client/company partnerships
• Understand prospects and customer’s needs, and draft user stories for Development enhancements and innovative solutions
• Understand business and client needs and use data to advise development priorities
• Hand off to Implementations Team

Account Management

• Manage enterprise accounts and/or perform channel management responsibilities; aligning internal resources to ensure customer goals and objectives are met.
• Analyze data to identify opportunities, evaluate experiments, and measure customer impact, ensuring decisions are evidence-based.
• Use CRM tools to manage customer interactions and ensure accurate documentation of requirements, decisions and outcomes.
• Proactively identify and resolve issues impacting customer satisfaction, utilization, or retention.
• Adapt quickly to evolving customer needs and priorities while driving alignment across cross-functional teams.

Professional Services

• Be an expert on FrontRunnerHC products and articulate the company’s value proposition, building rapport with customers both in person and virtually.
• Troubleshoot and challenge status quo to update user workflows; recommend best practices
• Communicate and train complex technology in a way that is understandable and actionable to both internal and external customers
• Coordinate cross-functionally with other FRHC teams, including but not limited to:
• Sales on large pipeline opportunities as identified by sales and/or leadership
• Sales Enablement to drive marketing and sales messaging & training needs based on technical abilities or future state
• Implementations, Operations, & Support when opportunities or active clients are identified as needing your technical expertise
• Leadership to communicate red flags and determine next steps for large opportunities and clients as soon as concerns are identified
• Join, take ownership, and pass ownership as needed for internal and external calls and meetings to continue progress on larger projects, based on projected revenue.

Qualifications and Education Requirements

• Bachelor’s degree or equal experience with company technology
• A minimum of 8 years’ experience in customer-facing roles or experience in sales and/or technical implementation of software products in the healthcare space.
• Demonstrated experience working with the C-Suite to drive strategic initiatives that improve scalability, efficiency and customer experience.
• Must have deep understanding of the healthcare landscape, revenue cycle management in the following care delivery organizations: Community Health Centers, FQHCs, Hospitals, Urgent Care Centers.
• Advanced proficiency across the full Microsoft Office Suite, with expert-level Excel Skills including complex formulas, pivot tables, data analysis, dashboards, and automation to drive efficient reporting and decision making.
• Exceptional communication skills to convey customer objectives, insights and success strategies to internal and external stakeholders.
• Highly motivated and persistent character
• Demonstrated relationship building skills to drive collaboration and bridge technical communication gaps
• Thrive in a fast-paced environment and manage multiple priorities simultaneously
• Ability to work effectively with prospects, customers and internal teams at all levels of the organizations
• Strong interpersonal and organizational skills, with the ability to manage multiple priorities and work independently or collaboratively.
• Analytical and problem-solving skills with the ability to interpret complex systems and data.
• Collaborating with internal and external partners to surface customer needs, document requirements, and translate them into actionable plans.
• Expected travel is approximately 25% per month, with occasional fluctuations based on project and/or client needs.