Delivery Manager II

The Delivery Manager II role provides excellent customer service to both internal and external customers. This position ensures the successful management of customer relationships that increase the overall utilization of GHX solutions and services, customer retention, and improved customer satisfaction levels for Managed Services. The ideal candidate must possess strong communication, analytical, problem-solving, planning, coordination, and leadership skills, along with the ability to develop and maintain strong business relationships. This role requires effective time management, a passion for customer service and performance excellence, attention to detail, and a high level of integrity and work ethic.

Principle Duties and Responsibilities:

• Cultivates and maintains customer relationships to increase understanding and utilization of all Provider Managed Services products.
• Provides support via phone, email, and on-site to customers and GHX coworkers for escalations and any related product issues.
• Monitors the predetermined quality metrics of a customer and implements resolutions if metrics are below acceptable levels. Escalates when needed.
• Proactively develops campaigns to re-engage customers and/or increase customer KPI’s.
• Leads implementation of managed services solutions for new customers and works closely with cross-functional teams to ensure successful project kickoff. Effective time management of projects and meetings while adhering to deadlines.
• Creates, develops, and uses presentation materials for onsite or WebEx meetings with customers.
• Mentors team members through daily tasks and refines processes and resource materials where areas of improvement have been identified. Requires a high-level understanding of all other GHX services and customer activity of account health to aid in increased adoption of GHX’s recommended practices. Works 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 thinks to resolve technical problems and identifies the cause of an incident, gathering necessary data to work with cross-functional teams to resolve. Coordinates launch schedules of assigned product offerings and ensures staffing needs are met.
• Actively identifies development opportunities for new system enhancements to benefit department offerings.
• Travel may be required (approximately 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 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 the 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.
• Ability 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 on 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.

Required Qualifications:

• 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.