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 Delivery 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 the company 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 the company services and customer activity of account health to aid in an increased adoption of the company’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 the company product knowledge to achieve goals and solve complex problems while fostering innovation.

• Travel may be required (approximate 20%).

• Able/willing to work 8am-5pm Eastern Time Zone (Monday-Friday).

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 the company 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

Estimated hourly compensation: $23.55 - $29.32

The base hourly range represents the anticipated low and high end of the company’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 the company’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: [link for members]

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The company: It's the way you do business in healthcare

Global Healthcare Exchange (the company) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

The company 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. The company 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, “the company”) 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. The company 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. The company expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of the company’s employees to perform their expected job duties is absolutely not tolerated.

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