Job Summary

Our IT Customer Relationship Management Team is seeking a skilled and experienced IT Customer Relationship Manager with some project management experience to support our Deaconess and affiliate customers. As the IT Customer Relationship Manager, you will be responsible for managing the relationship between the IT department and our customers, ensuring their needs are met and providing excellent customer service.

In this role, you will work closely with different organizations and departments to understand their technology requirements, provide guidance and support, and build strong relationships. You will be the primary point of contact for all IT-related items from IT ticket status, issue & optimization request management, project planning and implementation, estimate and Statement of Work creation, and many other critical activities.

As an IT Customer Relationship Manager, you will play a critical role in delivering an exceptional customer experience. You will collaborate with cross-functional teams to identify areas for improvement and implement strategies to enhance customer satisfaction. Additionally, you will be responsible for managing customer expectations, setting clear communication channels, and ensuring customer needs are addressed in a timely and efficient manner.

This is an excellent opportunity for a customer-oriented individual with a background in IT, project management, and a passion for delivering exceptional customer service. If you have excellent communication skills, strong problem-solving abilities, are detail-oriented and well organized, motivated, and have a track record of building successful customer relationships, we would love to hear from you.

Responsibilities

• Build and maintain strong relationships with customers to understand their technology needs and provide appropriate solutions
• Serve as the primary point of contact for all IT-related issues and requests
• Collaborate with cross-functional teams to provide guidance and support in the implementation of technology solutions
• Ensure that customer issues/requests are addressed and resolved in a timely and efficient manner
• Manage customer expectations and deliver exceptional customer service
• Identify areas for improvement in IT services and implement strategies to enhance customer satisfaction
• Coordinate and facilitate meetings for evaluating optimization and project requests; including defining agenda, documenting minutes, and tracking action items
• Develop pricing estimates and statement of works with defined scope, budget, and timeline
• Plan, execute, and finalize some projects with project team and stakeholders
• Develop status reports/dashboards and present updates to customers routinely

Qualifications

• Bachelors' Degree in CIS/CS, Healthcare Informatics, Health Information Management, or Equivalent Education preferred
• Proven experience in a customer-facing IT role
• Prior IT project management experience preferred
• Previous experience or knowledge of Epic or an electronic medical record system preferred