Job description
The Delivery Manager III will be responsible for the development and successful execution of customer account plans. The DM III will own driving an increase overall utilization of Managed Services solutions and services with their customer and all product offering customers. The DM III has expertise of industry, product, and process insight and will add customer value through business insight and best practice sharing. The DM III will continuously improve satisfaction levels and ensure customer retention through deliberate customer campaigns. This position will assist the Manager and other Delivery Managers with special projects. All the DM III accounts should become reference accounts for other Delivery Managers. The DM III will also identify all risk in their accounts, plan and execute cure plans, communications with and using internal resources as necessary as well as aide all other DMs.
The ideal candidate has a passion for customer service and performance excellence. Self-motivation and a strong work ethic are essential to success. Additionally, the candidate must be an individual who has excellent communication, analytic, problem solving, planning and coordination skills as well as the ability to develop and maintain strong business relationships and client trust.
Principle Duties and Responsibilities:
- Creates and implements account plans to increase utilization for all Managed Services customers. Partners with internal team members and customers to documents and reach all customer goals. This includes tactical, technical, and strategic work, with regular milestone checkpoints. Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels.
- Educates team members on best practices, helps customer implement services, assists in customer training personally or by identifying internal resources.
- Partners with Service Delivery, Customer Support and Product Management to drive overall customer satisfaction.
- Represents the VOC to the product team, emphasizing and helping to prioritize changes to products that are most important to the client base.
- Effective 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.
- Mentor other delivery managers on process and leadership skills, while improving their own work ethic through self-guided education.
- High level oversight of customer activity and account health and increase adoption of GHX’s recommended practices.
- Coordinate launch schedules of assigned product offering base and ensure staffing needs are met.
- Assist with identification and development of new system enhancements to benefit department offerings.
- Independently identify and execute performance action plans.
- Travel may be required (up to 20%).
Required Skills:
- Internet savvy and computer literacy with proficiency in Microsoft Office applications, particularly advanced knowledge of Excel
- Excellent phone and onsite presence and strong written and verbal communication skills
- Has expertise and unique knowledge and uses skills to contribute to the development of projects and Provider Managed Services objectives
- Proven ability to identify opportunities within client organizations
- Proven ability to identify opportunities within client organizations
- Strong accountability and integrity due to sensitive nature of information
- Strong knowledge of and user capability with all Managed Services products and platforms
- Strong interpersonal skills with a positive attitude and an ability to engage with customer’s business and technical staff
- Ability to identify and solve customer problems and increase customer efficiency and product value
- Prior account management experience
- Proven ability to identify and solve customer problems and increase customer efficiency and product value
- Ability to locate areas of cost saving enhancements or product improvements for a given product or service
- Ability to manage large and varying workload effectively without support to overcome obstacles and meet deadlines.
- Ability to locate areas of process improvement to increase operational savings
- Ability to participate and provide constructive feedback in development meetings with customer and GHX executives
Required Qualifications:
- Bachelor’s degree or 2+ years of healthcare supply chain experience
- Minimum of 1-year experience with healthcare supply chain
- Proficiency within of the Microsoft Office Suite, particularly Microsoft Excel, Word, and 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
- Product knowledge of GHX products or relatable supply chain experience
Estimated salary range: $71,000 - $94,600
The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/
GHX: It’s the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.
Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.
GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.
