Delivery Manager II - EMS

The Delivery Manager II role provides excellent customer service to both internal and external customers. This position will be responsible for the successful management of customer relationships that increase the overall utilization of GHX solutions and services, ensures customer retention and improved customer satisfaction levels for Managed Services. Additionally, the candidate must be an individual that has strong communication, analytical, problem-solving, planning, coordination, and leadership skills as well as the ability to develop and maintain strong business relationships. This position requires effective time management skills, 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. • Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues. • Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels. Escalate when needed. • Proactively developing campaigns to re-engage customers and/or increase customer KPI’s. • Lead implementation of managed services solutions for new customers and work closely with cross-functional teams to ensure successful project kickoff Effective 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. • Critically think to resolve technical problems and able to identify the cause of an incident and gather necessary data to work with cross-functional teams to resolve. Coordinate launch schedules of assigned product offering base and ensure staffing needs are met. • Actively identifying development opportunities of new system enhancements to benefit department offerings. • Travel may be required (approximately 20%)

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 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. • Able 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 off 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