Customer Engagement Content Manager

Job Summary:

The Berkeley Research Group, LLC (BRG) Healthcare practice is ranked in the top 6 in the country by Modern Health Care. We provide financial and economic analysis of commercial contracts, and health policy and provide litigation consulting services related to issues arising from contracts and transactions between healthcare entities and with the federal government. This position offers advancement opportunities within a rapidly growing expert services and consulting firm.

This role is situated within BRG’s Health Analytics Practice and, furthermore, within a segment of the practice that focuses and specializes in 340B, a drug purchasing program. The 340B practice has been steadily growing over the last 10 years and is now one of the larger practices within BRG’s Health Analytics Practice. The 340B Customer Engagement Content Manager oversees developing, distributing, and strategically creating support training content for our clients.

Responsibilities:

• Responsible for content writing and development, issue identification and trends, training deliverables, and timelines while working closely with marketing and the product team.
• Engaging with 340B covered entities to determine training needs.
• Create, edit, and proofread instructional documentation.
• Conduct technical reviews of documentation to ensure accuracy.
• Collaborate with the product team to develop content plans and calendars.
• Measuring the effectiveness of content, engaging with key stakeholders to continuously evolve to meet changing business needs.
• Responding to customer support tickets, calls, and chats while monitoring alarms and following established troubleshooting and escalation procedures.
• Assisting the software development team in resolving technical issues and reporting software bugs to internal and external audiences.
• Compiling and publishing regular reports on content usage, system performance, and other metrics for both internal and external audiences.
• Understand the basics and nuances of pharmaceutical manufacturer policies to ensure the most efficient and effective support and communication management.

Qualifications:

• BS degree in communications, marketing, journalism, or a related field.
• Minimum five (5-8 years) of work in a support center or customer-facing role in the healthcare industry creating and presenting end-user documentation.
• Experience with various development, authoring, and content management tools (Adobe or video editing software).
• Proficient in Microsoft Office, including PowerPoint, Excel, Word, and Outlook
• Experience working with clients or helping to support client deliverables.
• Eager to learn and research new healthcare content.
• Excellent interpersonal and written communication skills.
• Must be resourceful, adapt to new situations, and work in a fast-paced, rapidly changing environment.
• Able to demonstrate problem-solving skills and ability to resolve conflict.
• Desire to work within a team environment.

Candidate must be able to submit verification of their legal right to work in the U.S., without company sponsorship.

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