Customer Development Manager IV

Summary

Join Global Healthcare Exchange (GHX) as a Customer Development Manager IV and become the primary account manager for key ePay customer relationships. You will develop and execute strategic account plans to drive payment portfolio growth, profitability, and revenue retention. Collaborate with internal and external partners to ensure customer satisfaction and a positive customer experience. Responsibilities include managing customer touchpoints, analyzing spend data, preparing business review reports, and serving as an escalation point for customer issues. This role requires 7+ years of experience in a similar role, a bachelor's degree in finance or a comparable business degree, and demonstrated financial acumen. The position offers a competitive salary, commission, and a comprehensive benefits package.

Requirements

• Minimum 7+ years of experience in a Customer Success Manager or similar Account Development role, including: Direct engagement with senior level decision-makers in large, multi-divisional, or multi-national organizations
• Revenue growth and retention responsibility of $3M or more
• Bachelor’s degree in finance or comparable business degree
• 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 25%
• Ability to work remotely/from a home office
• Demonstrated financial acumen and fluency in finance and accounting principles
• Proficient in Microsoft Office with intermediate to advanced skills in Excel

Responsibilities

• Develop and execute strategic and tactical account plans for large or strategic dedicated 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 customer, document action items, maintain meeting minutes, and complete action items
• Monitor and maintain KPIs specific for customer account management model, work with customer 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

• Advanced degree (e.g., MA, MBA)
• Experience working directly or indirectly in healthcare finance or payments industry
• Experience using Salesforce.com

Benefits

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