Client Executive


Gaithersburg, MD

Industry: Healthcare


8 - 10 years

Posted 52 days ago

  by    Tom Csatari

Technical background required, but this spot is going to be the face of the customer (dealing with the CIO, CTO, and Executive level personnel)

Number of reports, approximately 35-40

Client Executive

Under the direction of client leadership, this position is responsible for providing input to the information systems strategic goals that align with the business objectives and priorities of the client organization. In addition, this individual will be responsible for delivery of services required to meet the business objectives and service level commitments defined in the master agreement with the client. Contracted IT services include infrastructure and telecommunications implementation and support, security, desktop services, data center operations, and service desk. This person will develop and maintain high levels of client satisfaction and strong client relationships through identifying and addressing client needs.

The Client Executivereports directly to the Chief Operating Officer and is the direct liaison with the client CTO, CIO, and executive leadership.


  • Support the client's IT strategic plan and present recommendations to client leadership.
  • Participate in client's IT governance meetings
  • Provide input to assist in prioritizing, planning, scheduling, and overseeing hospital IT projects
  • Provide experience leading, planning, designing, testing, and overseeing the development of an end-to-end technical IT infrastructurearchitecture
  • Understand and research emerging technologies in support of infrastructure development efforts and participate in activities for planning and implementation of short and long-term client strategies to assure operational and technical excellence necessary to support client's application and functional needs while increasing cost effectiveness and infrastructure flexibility
  • Provide experience with HIPAA, security, disaster recovery, and management of ARRA and additional healthcare regulatory initiatives
  • Create written and verbal materials including but not limited to business plans and ROI pro-forma; and defining resource requirements, project workflow, and budgets
  • Set goals to clearly define operations and develop documentation, and communicate technology standards
  • Work collaboratively with client to develop appropriate policies, procedures, performance standards, metrics and reporting tools
  • As a team leader, set vision, lead and motivate staff by directing and coordinating activities consistent with established goals, compliance and quality requirements, objectives, and policies and procedures
  • Oversee staff assigned to the client account in order to maximize the effective use of all resources and expertise
  • Accountable for reviewing all staff input and providing input to client on strategy and architecture, delivery, support and process re-engineering of all computing infrastructure for the healthcare system
  • Develop, direct and oversee the annual infrastructure performance plan with a focus on client's current and future business objectives to ensure the plan remains on best practices technology
  • Initiate, implement, and monitor IT process improvement activities aimed at reducing costs, increasing both internal and external customer satisfaction, along with improving quality and performance of the systems
  • Serve as the organization's liaison for all communications regarding on-going stability and quality of technical services provided
  • Monitor urgent and high priority problem tickets for progress, and provide client follow-up regardless of who resolves incident
  • Facilitate communication between staff, management, vendors, and other technology resources within the healthcare system creating an atmosphere of trust
  • Develop and implement strategies based on mutually agreed to service level metrics to deliver superior customer service
  • Collaborate with client to develop and implement strategies to mentor, motivate, and retain key employees
  • Ensure that all staff have the appropriate onboarding training for HIPAA, background checks and other requirements

Knowledge, Skills and Abilities (KSAs):

  • Proven technical skills with a broad knowledge of all areas including operations, infrastructure, disaster recovery and contingency planning
  • In-depth understanding of emerging technologies and the strategies of competitors
  • Excellent organizational, communication, customer service and technical skills as well as the ability to work with multiple teams and individuals up and down the organization
  • Proficient in the design and use of information systems and analytics to generate and drive data analysis that quantify and improve the quality and efficiency of care
  • Intellectual savvy in IT Operations/ Infrastructure
  • High degree of professionalism and ability to appropriately respond in a fast paced, demanding environment
  • Ability to build strong relationships with business groups and their leaders across the client enterprise, and develop a detailed understanding of their issues, challenges and opportunities
  • Ability to work collaboratively with diverse leaders, communicate an IT vision and strategy across all levels of the organization, and build consensus around key initiatives and projects
  • Strong interpersonal and communication skills, oral and written; able to articulate ideas to both technical and non-technical audiences
  • Ability to self-manage both time and responsibilities/tasks

Education and Experience:

  • Bachelor's degree in Computer Science or Information Technology or equivalent experience
  • Master's degree in Business Administration or a related field is highly desirable