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Clinical Client Relations Manager
Ref No.: 13-00328
Location: Syracuse, New York
Position Type:Contract
Start Date: 03/08/2013
Manage and support accounts from a clinical and business perspective. Proactively develop and maintain customer relationships by interacting with customers and coordinating activities that address specific needs to achieve full utilization from products. Work in partnership with the Sales team to deliver value and help clients resolve their business challenges through Clinicians products and services.
Essential Duties/Responsibilities
  1. Partners with the Clinicians Sales Team to strategize, drive, monitor, and support assigned accounts to enable clients with full utilization of 360 Care Insights products. 
  2. Proactively work with clients to create, review, and modify clinical profiles. Train customers and Sales on the clinical profiles using clinical knowledge to become Subject Matter Expert.
  3. Generate quantifiable customer success stories based on clinical profiles and/or other hospital information to drive customer references. 
  4. Develops engagement strategies with customers to establish a professional relationship by providing product expertise, customer service, and training.
  5. Develops and executes unique Service Plans for assigned accounts that Client customer¿s key strategic business initiatives and pain points. Ensure customer retention by proactively monitoring renewal risk factors such as product usage, customer pain points, customer satisfaction, support tickets, training needs and other activities to proactively engage clients in increasing usage. 
  6. Uses Creating Client Value (CCV) techniques to initiate meaningful discussions with customers which drive unique Service Planning and documentation of ROI ¿ pre and post implementation.
  7. Engage in listening and questioning techniques; anticipate/deliver appropriate follow-up questions to gain additional information relevant to a situation or business challenge.
  8. Secure renewals in partnership with the Sales organization. Consistently meet stated targets and goals; Embraces and organizes around business metrics and goals.
  9. Provides and/or coordinates education and service planning support for key hospital personnel by utilizing a combination of on-site training, live webinar, pre-recorded tools, and train-the-trainer programs.
  10. Serves as a liaison between customer facing personnel, key customers, sales, and the product team. Communicate what is learned about such issues as workflow, customer preferences, data requirements, hospital information systems, etc.
  11. Recommends product enhancements to the product development team based on customer interaction and feedback.
  12. Coordinates and provides the delivery of solutions including training programs, comprehensive service plans and other value-added solutions.
  13. Develops long-standing strong relationships with key customer stakeholders through active cultivation and customer service to support initiatives that continue to drive product usage and value realization.
  14. Works with the Sales, product management, implementation, technology, and other internal support teams/resources to ensure day-to-day service is effectively meeting client needs and value is being recognized by client.
  15. Identifies upsell opportunities through the knowledge of the client¿s business issues and pain points.
  16. Drives and organizes client specific and/or regional product launches, on-site Go-Live events, education seminars, technology and/or skills fairs, user groups, and other value based on-site client engagements.
  17. Understand and articulate strengths, differentiation, weaknesses, opportunities and threats in competitive offerings.
  18. Uses to document customer activity and service planning.
  19. Produce Client Engagement Trip Summaries and generate customer success stories.
  20. Efficient and effective management of all assigned duties to maximum customer satisfaction and attain highest degree of customer-recognized value.
Other Duties/Responsibilities
  • Other duties as assigned.
  • Does not supervise others.
  • Manager/Director, Client Relations Management
Required Knowledge, Skills and Attributes
  • Ability to understand, analyze and interpret Hospital Information System data.
  • Strong technical knowledge and expertise with healthcare data.
  • Strong interpersonal skills, ability to clearly communicate both in oral and verbal forms.
  • Ability to work collaboratively across different workgroups.
  • Ability to propose viable solutions to problems.
  • Strong analytic skills.
  • Strong presentation skills at all levels of client organization.
  • Ability to demonstrate value proposition of a product.
  • Ability to travel at least 50% of the time.
Required Education and/or Experience
  • Bachelor degree or equivalent experience preferred; masters degree preferred.
  • Minimum 2 years experience in Hospital client-facing roles.
  • Experience working directly with various organizational levels of hospital clients required
  • Clinical Degree required ¿ Nursing or Pharmacy preferred.
Material and Equipment Directly Used
Requires the use of office equipment, including desktop computer or laptop computer with dock station, monitor, keyboard and mouse, handheld device, fax, copier, and telephone.
Working Environment/Physical Activities
Office environment; travel requiring the ability to transport a laptop and peripherals and handheld device.