Sr Client Representative, IOS

When you’re the best, we’re the best. We instill an environment where employees feel engaged, satisfied and able to contribute their unique skills and talents while living and working as their authentic selves. We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future.

Job Description:

In this role, you will utilize your in-depth knowledge of the ENVI system and other databases to provide comprehensive support and assistance to user. You will play a crucial role in troubleshooting complete issues, offering advance solutions, and providing in-depth information to enhance user experience.

Responsibilities:

• Advanced Support and Assistance: Utilize your in-depth knowledge of the ENVI system and other databases to provide comprehensive support and assistance to users. This includes troubleshooting complex issues, offering advanced solutions, and providing in-depth information to enhance user experience.

• Training and Guidance: Take a leadership role in providing training support to clients, staff, and stakeholders. Conduct specialized training sessions, create training materials, and develop best practice guides to ensure users have a thorough understanding of the ENVI (IOS) system.

• Collaborate with Internal Teams: Work closely with internal teams to support their pipeline and initiatives as outlined by leadership. This may involve providing technical expertise, contributing to process improvement efforts, and collaborating on special projects to enhance system efficiency. 

• Operational issue identification and troubleshooting:  Utilize advanced technical skills to identify and troubleshoot operational issues within the scope of support. Analyze system performance, conduct root cause analysis, and propose innovative solutions to improve system functionality and user experience.

• Issue triage and escalation: Take the lead in triaging unresolved issues and determining the appropriate course of action. Prioritize and resolve issues within your scope of support and escalate complex issues to the next level of support when necessary.

• Proactive Client Engagement: Proactively engage with clients to identify, address, and resolve their needs. Initiate contact, conduct regular check-ins, and provide personalized solutions to ensure client satisfaction and long-term success.

• Lead Support for Knowledge Management: Maintain and update the internal FAQ library and best practice guides for ENVI (IOS) users. Ensure that the knowledge base is comprehensive, up to date, and easily accessible to users.

• Quality Control and Policy Compliance: Lead support for quality control initiatives and ensure adherence to ENVI Tier 1 policies and processes. Conduct regular audits, provide recommendations for improvement, and contribute to maintaining a high standard of service delivery.

• Host Special request trainings: Assist in support, organizing and conducting specialized training sessions requested by internal stakeholders. Customize training content to meet specific needs and provide guidance on advanced features and functionalities.

Qualifications:

• Relevant degree required.

• 5 years’ relevant work experience in system support and customer service.

• Advanced technical skills and in-depth knowledge of the ENVI system.

• Proficiency in Microsoft Office/Google Workspace required.

• CRM application knowledge preferred.

• MMIS system knowledge preferred.

• Health care, supply chain, purchasing, and/or material management experience preferred.

• Excellent communication and interpersonal skills.

• Strong problem-solving and analytical abilities.

• Proven track record of providing exceptional customer support.

• Experience in training delivery and knowledge management.

• Familiarity with quality control processes and policy compliance.

• Must be able to work 7am -7pm Central Standard Time.

Estimated Hiring Range:

At Vizient, we consider skills, experience, and organizational needs in our compensation approach. Geographic factors may adjust the range estimate and hires typically fall below the top range. Compensation decisions are tailored to individual circumstances. The current salary range for this role is $68,500.00 to $109,700.00.

This position is also incentive eligible.

Vizient has a comprehensive benefits plan! Please view our benefits here:

http://www.vizientinc.com/about-us/careers

Equal Opportunity Employer: Females/Minorities/Veterans/Individuals with Disabilities

The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law.