Delivery Manager II

Summary

GHX is a healthcare business and data automation company that provides cloud-based supply chain technology, solutions, analytics, and services. The Delivery Manager II manages customer relationships and implementations to increase utilization of GHX Managed Services, improve customer satisfaction and retention, and support successful project delivery. The role also provides customer support, monitors performance metrics, resolves issues, mentors team members, and coordinates with cross-functional teams.

Responsibilities

• Cultivates and maintains customer relationships to increase understanding and utilization of all Provider Managed Services products
• Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues
• Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels. Escalate when needed
• Proactively developing campaigns to re-engage customers and/or increase customer KPI’s
• Lead implementation of managed services solutions for new customers and work closely with cross-functional teams to ensure successful project kickoff 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. 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
• Critically think to resolve technical problems and able to identify the cause of an incident and gather necessary data to work with cross-functional teams to resolve. Coordinate launch schedules of assigned product offering base and ensure staffing needs are met
• Actively identifying development opportunities of new system enhancements to benefit department offerings
• Travel may be required (approximately 20%)
• Able/willing to work 8am-5pm Eastern Time Zone (Monday-Friday)

Skills

• Able/willing to work 8am-5pm Eastern Time Zone (Monday-Friday)
• Internet savvy and computer literacy with proficiency in Microsoft Office applications
• Ability to act independently to determine new methods and procedures for existing or special assignments
• Analytical, detail oriented, project management, time management, ability to manage multiple priorities
• Strong accountability and integrity due to sensitive nature of information
• Proven ability to identify and solve customer problems, overcoming obstacles, improving customer performance and meeting deadlines
• Excellent verbal and written communication skills including exceptional phone presence
• Solution oriented and result driven to make customers successful and attain desired Managed Services KPI levels
• Able to work effectively with cross-functional teams and personnel at varying levels within GHX and customer organizations
• Ability to recognize and document product enhancements based off utilization and customer advocacy
• Account Management or relatable experience
• Proven ability to identify and solve customer problems and increase customer efficiency and product value
• Ability to locate area cost saving enhancements or product improvements for GHX Provider Managed Services solutions
• Bachelor's Degree or a minimum of 2 years of relatable healthcare or account management experience
• Advanced proficiency in Microsoft Excel with working knowledge of Microsoft Office Suite, 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
• Travel may be required (approximately 20%)

Qualifications

Must Haves

• Able/willing to work 8am-5pm Eastern Time Zone (Monday-Friday)
• Internet savvy and computer literacy with proficiency in Microsoft Office applications
• Ability to act independently to determine new methods and procedures for existing or special assignments
• Analytical, detail oriented, project management, time management, ability to manage multiple priorities
• Strong accountability and integrity due to sensitive nature of information
• Proven ability to identify and solve customer problems, overcoming obstacles, improving customer performance and meeting deadlines
• Excellent verbal and written communication skills including exceptional phone presence
• Solution oriented and result driven to make customers successful and attain desired Managed Services KPI levels
• Able to work effectively with cross-functional teams and personnel at varying levels within GHX and customer organizations
• Ability to recognize and document product enhancements based off utilization and customer advocacy
• Account Management or relatable experience
• Proven ability to identify and solve customer problems and increase customer efficiency and product value
• Ability to locate area cost saving enhancements or product improvements for GHX Provider Managed Services solutions
• Bachelor's Degree or a minimum of 2 years of relatable healthcare or account management experience
• Advanced proficiency in Microsoft Excel with working knowledge of Microsoft Office Suite, 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

Nice to Haves

• Travel may be required (approximately 20%)

Benefits

• Health, vision, and dental insurance
• Accident and life insurance
• 401k matching
• Paid-time off
• Education reimbursement