Client Relationship Manager

Job brief

Responsibilities

• Develop and maintain a deep understanding of the company system – features, functionality, limitations, benefits, vision
• Work with the implementation team to establish a relationship with the customer post training
• Engage with the customer to develop a solid understanding of their needs and develop workflow processes to support on-going product utilization and engagement
• Collaborate with the customer to identify metrics that will be used to measure performance
• Meet with the customer on a scheduled basis to 

• • Review metrics 
  • Evaluate current product utilization
  • Identify opportunities where the product can provide additional value

• Support the Sales team in identifying up-sell and/or cross-sell services and opportunities
• Serve as the focal point in clarifying and resolving customer issues as required for maintaining and increasing product satisfaction

Requirements/Competencies

• Hospital or healthcare consulting experience, support and resource development, adult education/training, healthcare software implementation, account management
• Effective organization and time management skills including multi-tasking and the ability to set/adapt to changing priorities
• Demonstrated ability to work independently to provide outstanding customer service and consultation 
• Self-motivated problem solver, who researches, coordinates and organizes all involved to resolve issues decisively.
• Experience creating and tracking performance metrics
• Ability to prepare reports, protocols, business correspondence, and formal presentations
• Proficiency in software tools such as Microsoft Office, visual design tools, collaboration tools 
• Education: 
  • BA/BS in business or information technology or other applicable degree plus four years’ experience in the healthcare industry 
  • or MA/MS/other advanced degree in business, management information systems, or other applicable degree plus two years’ experience in the healthcare industry