Customer Development Manager III

Summary

Join Global Healthcare Exchange (GHX) as a Customer Development Manager III and become the primary account manager for key ePay customer relationships. Develop and execute strategic account plans to drive payment portfolio growth, profitability, and revenue retention. Collaborate with internal and external partners to ensure high customer satisfaction and a consistent customer experience. Proactively utilize customer and ePay information to develop and execute customer payment strategies. Support onboarding efforts for new suppliers and act as the voice of the customer for continuous improvement. Assess portfolio risk and ensure referenceable customers within your assigned base.

Requirements

• Excellent written and verbal communication skills
• Self-motivated with solid work ethic
• Ability to develop and maintain business relationships
• Analytical, detail-oriented with demonstrated project management skills
• Ability to work in a fast-paced, evolving environment while managing multiple priorities
• Ability and willingness to travel up to 20%
• Ability to work remotely/from a home office
• Demonstrated financial acumen in finance and accounting principles
• Proficient in Microsoft Office with intermediate skills in Excel
• Minimum 3-5+ years of experience in a Customer Success Manager or similar Account Development role, including
• Direct engagement with middle management to senior level decision-makers in large healthcare organizations
• Revenue growth and retention responsibility of $3M or more
• Bachelor’s degree in finance or comparable business degree and/or commensurate experience

Responsibilities

• Develop and execute strategic and tactical account plans for large accounts in alignment with established payment portfolio and business strategies to increase customers’ product utilization, implement best practices for the procure to payment cycle, and achieve portfolio growth and revenue retention targets
• Proactively utilize customer and ePay information to develop and execute customer payment strategies
• Collaborate with internal and external partners to drive overall customer satisfaction and a consistent customer experience focused on growth and retention
• Support onboarding efforts for new suppliers in the network
• Act as the voice of the customer providing feedback for continuous improvement within the ePay organization
• Assess portfolio risk and ensure referenceable customers within assigned base
• Support ePay sales and operational teams as necessary
• Facilitate and manage required customer touchpoints and business reviews including open issues, scorecards, key performance indicators (KPIs), and benchmarking
• Obtain and utilize provider or supplier spend information to develop and execute payment strategies
• Ensure and communicate performance to contract compliance, which may include performing monthly or quarterly analysis for spend volumes
• Prepare business review reporting and metrics and present to customers, document action items, maintain meeting minutes, and complete action items
• Monitor and maintain KPIs specific for customer account management model, work with customers to address and resolve outlier issues
• Serve as the escalation point for customer issues
• Identify customer training needs or gaps and provide appropriate resources
• Other duties as assigned

Preferred Qualifications

• Experience working directly or indirectly in healthcare finance or payments/ financial services industry
• Experience using Salesforce.com

Benefits

• Health, vision, and dental insurance
• Accident and life insurance
• 401k matching
• Paid-time off
• Education reimbursement