Onboarding Success Advisor at Healthstream Inc. in Nashville, Tennessee

Job Description:

Company Overview

HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter.

HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare's #1 platform. We streamline everyday tasks while improving performance, engagement, and safety - fostering a workplace where people flourish, and care thrives.

Why Join Us

At HealthStream, you'll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive.

Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care - a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry.

We're proud of our values-forward culture that offers our people:

• Mission-oriented work
  
• Diverse and inclusive culture
  
• Competitive Compensation & Bonuses
  
• Comprehensive Insurance Plans
  
• Mental and Physical Health Support
  
• Work-from-home flexibility
  
• Fitness Center Reimbursements
  
• Streaming Good time off for volunteering
  
• Wellness workshops
  
• Buddy Program for new HealthStreamers
  
• Collaborative work environment
  
• Career growth opportunities
  
• Continuous learning opportunities
  
• Inspiring workspaces to collaborate and connect with other HealthStreamers
  
• Free employee parking at our Resource Centers in Nashville, Boulder and San Diego
  

At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN, Boulder, CO, and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration.

We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.

Position Information

Position Overview

The Onboarding Success Advisor (OSA) is a senior member of the Success Management team with a deep understanding of the practices and principles that drive achievement of customers' outcomes and internal business objectives. This pivotal role helps to assure an effective onboarding experience for our customers, setting them up for long-term success and goal achievement. The OSA is most critical at the earliest stage of onboarding performing individualized discovery, identifying desired outcomes, and defining an effective path, resulting in accelerated time to value and improved retention.

Key Responsibilities

You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.

• Engages with customers at the earliest stage of onboarding to gather and document key information and identify their desired strategic and operational outcomes.
  
• Engages key customer administrators and leaders by:
  
  
  
  • performing discovery to shape the onboarding experience, understanding from where the customer is starting and the outcomes they hope to achieve.
    
  • collaborating on contextual learning delivery governance, for example best use of permissions, student groups/hierarchies, and site maintenance.
    
  • communicating best practices related to dynamic learning delivery and other HealthStream solutions.
    
  • offering proactive solutions to address potential barriers to success: resource constraints, change management issues, security policies, competing initiatives.
    
• Collaborates effectively with all members of the onboarding team through implementation, training, digital resources, and success management.
  
• Partners with the broader onboarding project team to create project roadmap, training plan, and success plan.
  
• Facilitates introduction of Product Success when required to provide deeper subject matter expertise.
  
• Interacts and builds relationships at various levels of customer organizations to identify their needs and goals that align with their policies, culture, and constraints in an effort to help set them on a path to success. (CT1)
  
• Utilizes data to demonstrate potential and actual customer performance toward desired outcomes.
  
• Facilitates communication between the customer stakeholders to ensure alignment.
  
• Documents actions, risks, and next steps in Totango (customer success platform).
  
• Maintains internal and external communications throughout the onboarding process.
  
• Provides advisory support in pre-sales discussions as warranted to articulate the value of onboarding support and ongoing success management.
  

Qualifications

Requirements

• Experienced professional with a minimum 4 years in a consultative, customer-facing role
  
• Bachelor's degree or higher in healthcare, business, or technical field
  
• Experience in a healthcare provider organization preferred, ideally in a hospital setting
  
• Deep understanding of Learning Management Systems (LMS), preferably the HealthStream Learning Center (HLC)
  
• Demonstrated success improving customer outcomes and exceeding internal business KPIs
  
• Experience with HealthStream products at an administrator level is a plus
  
• Experience in a SaaS business is desirable
  

Qualifications

• Proficiency in use of Microsoft Office products
  
• Excellent verbal and written communication skills, able to present to a variety of audiences with confidence
  
• Understanding of data and its application to defining customer success
  
• Intermediate-level proficiency in Salesforce and a customer success platform, such as Totango, is desirable
  
• Technical acumen to support development of an understanding of HealthStream products/solutions
  
• Functions independently and employs critical thinking to analyze and help identify solutions to complex customer challenges
  
• Commercially focused mindset
  
• Agile thinker, able to assess a situation and pivot when needed
  
• Effectively presents information to customer and internal HealthStream stakeholders, including executive leadership
  
• Inherently collaborative, works cross-functionally to ensure a seamless customer experience
  
• Strategic thinker, able to visualize and communicate the big picture and long-term impact
  
• Relentlessly customer focused
  
• Adapts to internal changes in strategy or approach as needed in a fast paced, innovative environment
  
• Solution oriented, approaches challenges with positivity and creativity
  
• Willingness to learn a variety of HealthStream solutions and commit to ongoing learning to maintain competence
  
• Ability to travel occasionally as needed to customer sites and HealthStream office to meet customer and internal company needs
  

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance
  
• Paid Time Off
  
• Parental Leave
  
• 401k and Roth
  
• Flexible Spending Account
  
• Health Savings Account
  
• Life Insurance
  
• Short- and Long-Term Disability
  
• Medical Bridge Insurance
  
• Critical Illness Insurance
  
• Accident Insurance
  
• Identity Protection
  
• Legal Protection
  
• Pet Insurance
  
• Employee Assistance Program
  
• Fitness Reimbursement
  

Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare.