Delivery Manager

Summary

Join GHX as a Delivery Manager I and provide excellent customer service to internal and external clients, boosting the adoption of Managed Services products. You will manage and nurture customer relationships, ensuring retention as the primary contact throughout the service lifecycle. This role demands effective time management, customer advocacy, and attention to detail. Responsibilities include cultivating customer relationships, providing support, hosting webinars and trainings, and leading implementations. The position requires strong communication, project management, and leadership skills, along with experience in customer success and training. GHX offers a comprehensive benefits package including health insurance, retirement plan, paid time off, and professional development opportunities.

Requirements

• Internet savvy and computer literacy with proficiency in Microsoft Office applications
• Ability to work with little direction or guidance on projects and tasks
• Able to work effectively with cross-functional teams and personnel at varying levels within GHX and customer organizations
• Analytical and detail-oriented with strong project management skills
• Strong leadership, problem-solving and customer service skills
• Strong accountability and integrity due to sensitive nature of information
• Strong written, verbal, and presentation skills
• Salesforce knowledge or a relatable CRM tool
• Webinar and training experience
• Bachelor’s Degree or 1 year of relatable healthcare experience
• Working knowledge of Microsoft Office Suite, Microsoft Excel, Word, and Microsoft PowerPoint
• Strong organizational and project management skills
• Experience with project management, customer success, training and/or customer service
• Experience working in a team-oriented environment as a lead resource

Responsibilities

• Cultivates and maintains customer relationships within assigned account base
• Actively create tasks that impact service design, success and impact future concepts, products, and innovations
• Provide support via phone, email, and on site to customers and GHX coworkers for escalations and any related product issues
• Host ongoing webinars and trainings for Managed Services customers and internal teams
• Proactively developing campaigns to re-engage customers and increase customer KPI’s to ensure service excellence and satisfaction
• Provide clear instructions to customer care analyst for project work
• Lead implementation of managed services solutions for new customers and work closely with cross-functional teams to ensure successful project kickoff
• Excellent time management of projects and meetings while adhering to deadlines
• Create, develop, and use presentation materials for onsite or Zoom meetings with customers
• Mentor team members through daily tasks and refine processes and resource materials where areas of improvement have been identified
• High level understanding of all other GHX services and customer activity of account health to aid in an increased adoption of GHX’s recommended practices
• Work closely with the CSM and ESE team to ensure customer satisfaction and new potential sales opportunities
• Works closely with Solutions Delivery, Sales, and Customer Success Managers to oversee all phases of the implementation process
• Develops an in-depth knowledge of customer environment and GHX product knowledge to achieve goals and solve complex problems while fostering innovation
• Ability to contribute different thoughts, ideas and viewpoints that lead to greater innovation on projects and cross-functional collaborative efforts

Benefits

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