Delivery Manager I

GHX

9d•$24 - $29•Remote

About The Position

The Delivery Manager I provides customer service to internal and external customers and helps increase adoption and utilization of subscribed Managed Services. The role manages and cultivates relationships with an assigned customer account base and serves as customers’ primary contact throughout the service lifecycle, supporting customer retention. The position calls for effective time management, customer advocacy, attention to detail, performance excellence, integrity, and a strong work ethic. The Delivery Manager supports customers and GHX coworkers with product issues and escalations; leads implementations and coordinates with cross-functional teams; delivers webinars and training; and develops campaigns and materials to improve customer engagement, service adoption, and satisfaction. The role also mentors team members, contributes to improving processes and resources, and develops detailed knowledge of customer environments and GHX products. Travel may be required, approximately 20%. The scheduled availability is 8 a.m.–5 p.m. Eastern Time, Monday through Friday.

Requirements

Proficiency with Microsoft Office applications and general computer literacy.
Ability to complete projects and tasks with little direction or guidance.
Ability to work effectively with cross-functional teams and personnel at varying levels within GHX and customer organizations.
Analytical, detail-oriented approach and strong project management skills.
Strong leadership, problem-solving, and customer service skills.
Strong accountability and integrity when handling sensitive information.
Strong written, verbal, and presentation skills.
Knowledge of Salesforce or a comparable CRM tool.
Webinar and training experience.
Bachelor’s degree or one year of related healthcare experience.
Working knowledge of Microsoft Office Suite, including Excel, Word, and PowerPoint.
Experience in project management, customer success, training, and/or customer service.
Experience working in a team-oriented environment as a lead resource.

Responsibilities

Cultivate and maintain relationships with customers in the assigned account base.
Create tasks that affect service design, service success, and future concepts, products, and innovations.
Provide phone, email, and onsite support to customers and GHX coworkers for escalations and product-related issues.
Host ongoing webinars and training for Managed Services customers and internal teams.
Develop campaigns to re-engage customers and improve customer KPIs, service excellence, and satisfaction.
Provide clear project-work instructions to customer care analysts.
Lead implementation of Managed Services solutions for new customers and coordinate with cross-functional teams for successful project kickoffs.
Manage projects and meetings effectively and meet deadlines.
Create, develop, and use presentation materials for onsite or WebEx customer meetings.
Mentor team members, support their daily tasks, and refine processes and resource materials when improvements are identified.
Maintain a high-level understanding of GHX services and account health to support adoption of recommended practices.
Work with the CSM and ESE team to support customer satisfaction and identify potential sales opportunities.
Coordinate with Solutions Delivery, Sales, and Customer Success Managers across all phases of implementation.
Develop detailed knowledge of customer environments and GHX products to meet goals, solve complex problems, and foster innovation.