Job Details

Description

Client management role focused on client program management, project management, and overall client satisfaction and retention. This position develops deep relationships within client organizations that lead to increased adoption, utilization, and revenue opportunities. Gain extensive knowledge of client strategy, operational goals, internal stakeholders, decision-making processes, business needs, and other internal factors that provide opportunities for product adoption and revenue growth.

Duties and Responsibilities:

• Serve as the day-to-day contact for clients
• Responsible for client satisfaction and account retention
• Project Manage as well as implement newly assigned clients as well as an existing business growth
• Develop Scope and Requirements for Solution Design
• Lead all client implementations, manage new project deployments, and train stakeholders on the mPulse software
• Build and Lead Client UAT
• Monitor customer programs, build reports that highlight program outcomes, and showcase results to client stakeholders
• Leverage a comprehensive understanding of mPulse products and services to provide recommendations to client pain points
• Build strong cross-functional relationships within client accounts
• Identify new business expansion and adoption opportunities
• Create SOWs as needed
• Manage internal resources efficiently to achieve client and company goals
• Interface with mPulse teams to drive innovation and collaboration
• Confirm programs meet regulatory requirements (HIPAA. TCPA, etc.)
• Lead on identifying, escalating, and resolving all client issues utilizing issues log
• Serve as Customer Advocate within mPulse (product, billing, etc.)
• Identify and secure case studies, outcomes, and referral opportunities from clients
• Manage client governance with regularly scheduled client meetings
• Understand and share industry trends, competitors, compliance
• Demo and train existing clients on mpulse products
• Ensure the client reports delivery
• Consult on product innovation and improvements
• Lead quarterly business reviews with clients with the Director of Account Strategy

Skills, Abilities, and Experience:

• 5+ years of healthcare industry experience
• Demonstrated success in client relationship planning, management, and strategy
• Experience working with healthcare-related technologies, data, and software(s)
• Prior experience in cross-functional roles and team collaboration
• Experience in mobile technologies (SMS, email, App, Push Notifications)
• Strong analytical and problem-solving skills
• Expertise in leading client adoption, measurement, and achievement of ROI
• Experience in complex project management
• Excellent organizational skills, ability to multi-task, and self-motivation.
• Technical aptitude with the ability to adapt, learn quickly, and teach others
• Proficient use of MS Office Suite (particularly Excel and PowerPoint), Salesforce.com, project management tools, JIRA, etc.
• Excellent communication skills and highly collaborative

Physical Requirements:

• Ability to stand and sit for extended periods.
• Ability to lift 10 lbs weight.

Qualifications

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Licenses & Certifications