1.Coordinate all pre-launch account activity, primarily West Coast customers-by working with Sales Executives, Operation’s Regional Directors, Marketing, and the Project Management Office
.2.Provide application training and workflow analysis along with recommendations garnered from best practices to customer accounts.
3.Coordinate all post-launch account activity, by working with Operation’s Regional Directors, Sales Executives, Marketing, and the Project Management Office.
4.Manage and update tool(s) used to communicate account status to all stakeholders (e.g., Salesforce.com, Trello, etc.)
5.Manage and hold regular Account Reviewmeetings, track all actions of the meetings to conclusion.
6.Work with Executive Sponsors and Regional Directors who may own other strategic accounts to ensure there is regular contact with all strategic accounts.Direct Account Management
1.Primary AccountManager for select strategic accounts.a.Working with set accounts to manage and solve any issues of dissatisfaction in collaboration with appropriate organizations in the company.
2.Monitor assigned accounts for volume trends, produce reports, and initiate actions for sites that are decreasing in volume beyond standard volatility.
3.Drive increase in business at customer sites in collaboration with Sales.
b.Adding capabilities not being utilizedsuch as indexingandreferral coordination.
c.Additional clinical departments that may be able to utilize company services.Customer Satisfaction
1.Solicit customer feedback form all sources-primarily through surveys, Sales, Operations, and direct interaction with customers.
2.Collect customer feedback andensure all feedback is logged, tracked, and assigned to the appropriate organizations within the Company.
3.Shared responsibility with Operations to continue to improve customer satisfaction.
4.Assist the Company in the design and features needed for the future release of a Customer Portal.
5.Provide overall view of Account status, and provide suggestions for continuous improvement in the Company’s products and processes to support world-class customer satisfaction.
Knowledge and Skill
1.Bachelor’sDegree in Business discipline preferred.
2.Five (5) or more years of related Account Management experience(in a healthcare or healthcare solution environment).
3.Excellent verbal and written communications skills.
4.Ability to effectively communicate with customer representatives and leadersat multiple levelsin a healthcare environment.
5.Proficiency withcomputer software including Word, Excel, PowerPoint and Visio.
6.Ability to work independently.
7.Ability to quickly obtain anintimate understanding of eHealth Technologies’business.
8.Well developed presentation skills.
9.Excellent attention to detail and organizational skills.
10.Ability to interact and cooperate with all employees.
11.Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to dealwell with change and ambiguity.
12.Exercises good judgment and utilizes creative problem solving skills.
13.Ability to complete tasks accurately and within strict time constraints.
14.Ability to simultaneously manage several projects.