Client Services Manager (Account Manager, Health Care Technology)

Location: Philadelphia, PA
Date Posted: 01-02-2018
Our client is the leading provider of Interactive Patient Care solutions serving hospitals and health care organizations throughout the United States. Their team is committed to developing solutions that help hospitals and health care organizations transform the patient experience across a multitude of devices. 
The Client Service Manager is primary account owner for a pool of clients responsible for effective product utilization and successful service outcomes, ultimately driving toward increased client satisfaction, contract renewal and expansion across their pool.
  • Serve as the overall account owner and central point of contact for a designated pool of clients, responsible for driving utilization of the system, documenting measurable outcomes, and ultimately securing timely contract renewal.
  • Responsible for managing assigned clients' product portfolio and driving overall revenue of their account base; develop plans to promote expansion and add-on opportunities; assist Client Service Director in securing renewals.
  • Develop, manage and maintain excellent relationships with all nursing staff, hospital administrators and other key client contacts
  • Work with each client to define and document an annual client service strategy, including but not limited to monthly operational check points via phone, quarterly business reviews with client executives, regular onsite visits to assess health and utilization, and system training/orientation as needed.  Execute to project milestones for each client to drive utilization and document outcomes from the system.
  • Responsible for scheduling, setting the agenda, and ensuring appropriate attendance at all client meetings.  Identify and coordinate with all internal players and collate information from various stakeholders advance of client meetings.
  • Understand full contract terms for each client relative to equipment, features and functionality.  Work with internal stakeholders to develop strategy for implementing features and functionality to drive outcomes for clients.
  • Serve as the organization lead on all development, content and configuration requests from client; oversee and ensure prompt resolution of operational issues/complaints, and serve as the voice of the customer for product enhancement requests.
  • Lead client education on Interactive Patient Care (IPC).  Conducts on-site Super-User and staff training and develops post "Go-Live" sustainability education plan.
  • Partner with colleagues to develop solutions and interface capabilities to support contracted requirements, migrations, implementations, and/or optimization of current solutions.
  • Sustain success and support cultural adoption in conjunction with client executive steering team, coaching on improved performance as needed.  Facilitate and encourage client adoption of best practices.
  • Update Outcomes Achievement Plan (OAP) on a monthly basis, assuring that focus areas are updated to reflect current strategic priorities with most current data.
  • Assess outcomes results on a quarterly basis to identify value or return on investment achieved.
  • As appropriate, promote clients who can serve as references for sales process.  As needed, manage the coordination of reference site visits with prospective clients.
  • Be knowledgeable and conversant about client's current relationship, and document and maintain client information in Salesforce
  • Actively solicit staff and patient feedback; communicate results to appropriate representatives.
  • Other duties as assigned.
Required Skills
  • Having a "thick skin" in managing difficult situation, client complaints and serving the best interests of both the client and company.
  • Independent and self-motivated while being an active participant of a larger team.
  • Ability to gain respect and influence diverse hospital audience including senior leadership, nursing staff, technical employees, etc.
  • Dynamic communicator, able to motivate and influence others through fact based client and product understanding, combined with genuine passion for the product.
  • Customer service focused – we are each individually committed to our client experience.
  • Ability to work as part of a remote team and maintain focus while based on client site.
  • Desire to make a meaningful impact on patients lives.
  • Previous project management experience preferred.
  • Demonstrated history of service excellence.
  • Flexibility in schedule required, including working occasional weekends and evenings as required.
Required Experience
  • Business focused with strong analytical and relational skills.
  • Previous sales experience preferred; able to identify opportunities to expand product portfolio across enterprise systems.
  • Bachelors degree required, business or public health background a plus.
  • Clinical experience strongly preferred; RN preferred but not required.
  • Previous experience working within a hospital environment required.
  • Experience in leading training with clinical staff.
  • Proven facilitation of diverse groups to drive towards established outcomes objectives.
  • Demonstrated change agent: ability to facilitate executive level dialogue, analytical expertise to derive meaning from data and utilize to develop client specific recommendations and build base of support around plan.
  • Excellent critical thinking skills.
  • Ability to travel approximately 50% of the time to multiple clients' sites and Company offices.
  • Must be able to meet all client specific requirements, including immunizations and screening.
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