Delivery Manager I

The Delivery Manager I role provides excellent customer service to both internal and external customers to help increase the overall adoption and utilization of subscribed Managed Services products and services. This position will be responsible for managing and cultivating customer relationships for their assigned account base. The Deliver Manager adds value to the organization through ensuring customer retention as the customers’ primary contact throughout the life cycle of their service.

This position requires effective time management skills, passion for customer advocacy, performance excellence, attention to detail and a high level of integrity and work ethic.

Principle duties and responsibilities:

• Cultivates and maintains customer relationships within assigned account base.
• Actively create tasks that impact service design, success and impact future concepts, products, and innovations.
• Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues.
• Host ongoing webinars and trainings for Managed Services customers and internal teams.
• Proactively developing campaigns to re-engage customers and increase customer KPI’s to ensure service excellence and satisfaction.
• Provide clear instructions to customer care analyst for project work
• Lead implementation of managed services solutions for new customers and work closely with cross-functional teams to ensure successful project kickoff
• Excellent time management of projects and meetings while adhering to deadlines.
• Create, develop, and use presentation materials for onsite or WebEx meetings with customers
• Mentor team members through daily tasks and refine processes and resource materials where areas of improvement have been identified.
• High level understanding of all other GHX services and customer activity of account health to aid in an increased adoption of GHX’s recommended practices.
• Work closely with the CSM and ESE team to ensure customer satisfaction and new potential sales opportunities.
• Works closely with Solutions Delivery, Sales, and Customer Success Managers to oversee all phases of the implementation process.
• Develops an in-depth knowledge of customer environment and GHX product knowledge to achieve goals and solve complex problems while fostering innovation.
• Travel may be required (approximately 20%)

Required Skills:

• Internet savvy and computer literacy with proficiency in Microsoft Office applications
• Ability to work with little direction or guidance on projects and tasks
• Able to work effectively with cross-functional teams and personnel at varying levels within GHX and customer organizations.
• Analytical and detail-oriented with strong project management skills
• Strong leadership, problem-solving and customer service skills.
• Strong accountability and integrity due to sensitive nature of information
• Strong written, verbal, and presentation skills.
• Salesforce knowledge or a relatable CRM tool
• Webinar and training experience

Required Qualifications:

• Bachelor’s Degree or 1 year of relatable healthcare experience
• Working knowledge of Microsoft Office Suite, Microsoft Excel, Word, and Microsoft PowerPoint
• Strong organizational and project management skills
• Experience with project management, customer success, training and/or customer service
• Experience working in a team-oriented environment as a lead resource

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