Customer Success Manager - Epic Connect Boulder Community Health, Boulder, CO 80303 $34.82 - $52.24 an hour - Full-Time Days, 40 hours per week Boulder Community Health is seeking a Customer Success Manager that is responsible for playing a vital part in fostering strong relationships with Connect sites, aligning their goals with BCH’s vision for Community Connect. The CSM will collaborate and build relationships internally and externally, working with Connect sites and leaders to identify program priorities and establish supporting goals for success. Reporting to the Director of Nursing Informatics, Clinical Applications and Epic Community Connect, this role will collaborate closely with BCH’s Epic Community Connect sites, IT Teams, Informatics, and ePMO. The CSM will collaborate with the Epic Connect Director to oversee operational aspects of the Connect site’s relationship with BCH, serving as the primary point of contact to ensure effective problem-solving and communication. This position requires regular travel to Connect sites to ensure a strong partnership. Benefits: •Health insurance, including a FREE employee-only option •Dental and Vision insurance •BCH paid Life Insurance; Spouse and Dependent Life Insurance plans •Short-term and Long-term disability coverage •Health and Dependent Care Flexible Spending Accounts •Retirement plan with BCH matching contributions, and discretionary lump sum contribution •Paid Time Off •Education assistance program •Voluntary Wellness programs, to include biometrics, wellness team challenges, and much more •Staff Support Initiatives such as Sound Baths, Meditation, Massages, and Reiki •Free one-on-one retirement planning sessions •Employee Assistance Program offering 8 free, confidential counseling sessions for you and your family Qualifications • Bachelor’s degree in, Business, Information Technology, or other Healthcare related field required, other bachelor's degrees may be substituted at the Director’s discretion based on related work experience. • Master’s degree in Informatics, MBA, Information Technology, or other Healthcare-related field preferred • Two years of experience in project management within a hospital/clinical setting preferred. • One year of experience as a Customer Success Manager for Epic Connect preferred. Responsibilities •Ensures that user’s requests, work orders and vendor issues/tasks are prioritized and completed in a timely and satisfactory manner. Monitors the use of the problem/request tracking software and ensures that assigned staff keeps current documentation on all assigned tasks •Implements service level agreements, monitors and tracks performance against the established metrics and communicates performance to staff and customers on a regular basis •Works with physicians, nurses, and other connect staff to enhance their use, efficiency, and productivity of the business applications and communicate their concerns/needs to the Director of Clinical Informatics, Clinical Applications, Epic Connect and/or the Chief Information Officer. •Assists in evaluating systems, preparing end user and functional system requirements, an analysis of alternatives, and implementation of new systems or enhancements to existing ones. •Communicates with the department director (and CIO when necessary), keeping him/her informed of problems, concerns, progress on system implementation/changes, policies, etc •Creates and executes project plans, estimates timeframes, outlines specific tasks and identifies resources needed to complete projects on schedule and within budget. •Assists customer departments with the implementation of information systems •Monitors progress to keep projects on track by conducting regular project meetings and following up with areas that need assistance. •Assists with the development, implementation, and enforcement of the information system security, disaster recovery, and continuity of operation plans for Boulder Community Health information systems. About Boulder Community Health and Boulder, Colorado Boulder Community Health (BCH) is a not-for-profit healthcare organization based in Boulder, Colorado. It provides comprehensive medical services to the Boulder County community, including acute care, emergency services, and outpatient care. BCH operates several facilities, including the flagship Boulder Community Hospital, and offers a wide range of specialties such as cardiology, oncology, orthopedics, and maternity care. The organization is known for its commitment to high-quality care, patient-centered services, and a focus on wellness and prevention. Boulder Community Health is dedicated to improving the health of the local community by integrating advanced medical technology, evidence-based practices, and personalized care. The healthcare system also emphasizes collaboration with local physicians, wellness programs, and community outreach initiatives. BCH is recognized for its strong ties to the local population and its role in supporting public health initiatives, promoting healthy lifestyles, and addressing health disparities. Boulder Community Health is a Certified Level II Trauma Center and has received incredible accolades for the wonderful care that we provide including: Newsweek- “America’s Best-in-State Hospital 2025”; U.S. News and World Report- “Best Hospitals for Maternity Care 2025”; 5280 Magazine-“21 BCH physicians among 2024 list of the region’s best doctors”; Daily Camera People’s Choice Awards 2024- Honorable mention, Best Physical Therapy Center; and American Heart Association- Quality Stroke Care 2024. As an employee at Boulder Community Health, you will enjoy working in state-of-the-art facilities with competitive compensation and benefits, including health/dental/life, tuition reimbursement and an on-site fitness center. You also have access to an incredible Employee Wellness and Support program, employee activities, discounts and more! EOE/Affirmative Action/Drug-free workplace. BCH will never conduct interviews or ask for employment documents via text. This position has no close date. Applications will be accepted until the position is filled.