Head of Delivery Management

Overview

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.

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 GHX 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 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.

Develops an in-depth knowledge of customer environment and GHX 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 GHX 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

Compensation and Benefits

Estimated hourly compensation: $23.55 - $29.32

The base hourly 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:

EEO and Disclaimer

GHX is an equal employment opportunity employer. This EEO policy applies to all terms, conditions, and privileges of employment. We do not discriminate on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law.

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