• Digital Customer Experience Manager

    Job Location US-TX-Dallas | US-PA-Wayne | US-TX-Dallas
    Job ID
  • Overview

    Medecision is transforming healthcare one cool app at a time!


    Are you the kind of person that is motivated by the challenge of a dynamic, changing market? Can you utilize and exploit progressive systems and processes to satisfy urgent business needs? Are you a good partner with your teammates; driven to execute team and individual commitments that align with business vision? Does the idea of a high visibility and high impact role in a medium sized, growing company excite you? Are you interested in being part of a team that strives to achieve high business impact, execution excellence and has a lot of fun while we are doing it? Are you ready? We are! Join us in our journey towards liberating today’s fragmented healthcare systems to Connect Care Everywhere.


    Medecision is looking for a Digital Customer Experience Manager - a passionate contributor who possesses a blend of marketing communications and digital technology skills to deliver a world-class customer experience throughout all phases of the client journey.




    You, as the Digital Customer Experience Manager, possess the proven expertise for taking customer experiences to the next level in B2B SaaS product environments! Our CX Marketing Manager’s primary responsibility will be to manage and continually improve our customer-facing digital communications and resources. This involves, but is not limited to, contributing your expertise to our customer portal, client email communications, physical/virtual events, and CX dashboard reporting.


    Reports to:  Director, Customer Experience

    Location(s):  Philadelphia, PA; Dallas, TX; Remote - USA 





    • Managing and optimizing websites using content management systems and web analytics tools
    • Creating communications and graphical assets for different audiences and mediums
    • Managing customer communities in customer portals and/or social media
    • Guiding the evolution of a website and digital marketing program to improve CX
    • Generating regular website usage trend reports for executive audiences
    • Generating insights on website usage to inform future development roadmap
    • Planning and executing customer webinars and other digital “events”
    • Creating and maintaining project timelines and resource plans
    • Curating and managing customer lists and other critical customer data, with the ability to manipulate data sets in Excel as needed
    • Documenting existing operational processes and identifying improvement opportunities, capturing details and creating accurate project documents
    • Serving as operational liaison between Marketing and other functional areas that partner on key customer portal functions (Client Support, Sales Operations, Product Development, etc)
    •  Configuring and basic troubleshooting of email, website, webinar, and other marketing automation tools
    • Researching new solutions and discovering new capabilities to enhance digital CX
    • Contributing to CX/Marketing team overall success





    • Bachelor’s degree in Marketing, Communications, Business, or related discipline
    • Excellent writing skills and proven success creating effective communications
    • Experience in defining and managing a client portal and associated CX programs in a B2B SaaS environment
    • Experience developing and managing multi-faceted programs for customer community and customer experience improvement, including emarketing, virtual/physical events, and thought-leadership programs.
    • Experience in supporting SaaS software release client communications programs and processes, such as release planning, services and support notifications, release webinars, etc.
    • Experience managing and operating email marketing, webinar, website CMS, web analytics, and other common marketing automation tools
    • Experience with tools and platforms that support B2B SaaS client portal and online communities, including Salesforce, Pardot, Google Analytics, Webex, and Confluence
    • Ability to manage time effectively and adapt quickly to changing priorities
    • Strong proficiency with MS Office including Word, PowerPoint, and Excel
    • Moderate proficiency with HTML, CSS, and web graphics
    • Experience in healthcare IT (HIT) preferred





    It’s not all about what we do. It’s as much about how we do it. Medecision team members show up. We consistently exemplify our 6 core values of success:

    • Execution. Service – We deliver “standing ovation” service. Speed – We are Agile. Ownership— We all take ownership and responsibility for how we deliver our promises, how we spend money, who we hire, what we build and how we help one another grow.
    • Passion. We show an infectious emotional commitment to our work because what we do is important to our customers, one another and ourselves.
    • Partnership. We are all in this together, without boundaries. Our internal/external network contains the solutions we need: we’ll continuously seek them out, use them and improve them.
    • Leadership. We are Medecision’s brand. We are experts in care management, care coordination and healthcare information and technology. We lead our clients to excellent results by providing our expertise on best practices, industry trends, solutions development and innovations. We are moving in sync with an evolving industry. There is no problem we cannot solve.
    • Innovation. We are in a constant state of discovery, inventiveness, thinking outside the box, and leading others internally and externally to do the same.
    • Candor. Medecision communicates in a sincere, direct and famil­iar way. We address conflict directly and escalate issues internally and externally to address conflict with speed and partnership.

    Join us in our quest to liberate healthcare!


    This description has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment. Medecision is an Equal Opportunity Employer (EOE) and strongly supports diversity in the workplace.


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