Delivery Manager III

Summary

Join Global Healthcare Exchange (GHX) as a Delivery Manager III and be responsible for developing and executing customer account plans to increase the utilization of Managed Services solutions. You will leverage your industry, product, and process expertise to add customer value, improve satisfaction levels, and ensure customer retention. This role involves collaborating with internal teams, identifying risks and implementing solutions, and mentoring other delivery managers. The ideal candidate possesses excellent communication, analytical, problem-solving, and planning skills, along with a passion for customer service and performance excellence. This position requires a Bachelor’s degree or 2+ years of healthcare supply chain experience and a minimum of 1 year of experience with healthcare supply chain. Travel may be required (up to 20%).

Requirements

• Internet savvy and computer literacy with proficiency in Microsoft Office applications, particularly advanced knowledge of Excel
• Excellent phone and onsite presence and strong written and verbal communication skills
• Has expertise and unique knowledge and uses skills to contribute to the development of projects and Provider Managed Services objectives
• Proven ability to identify opportunities within client organizations
• Proven ability to identify opportunities within client organizations
• Strong accountability and integrity due to sensitive nature of information
• Strong knowledge of and user capability with all Managed Services products and platforms
• Strong interpersonal skills with a positive attitude and an ability to engage with customer’s business and technical staff
• Ability to identify and solve customer problems and increase customer efficiency and product value
• Prior account management experience
• Proven ability to identify and solve customer problems and increase customer efficiency and product value
• Ability to locate areas of cost saving enhancements or product improvements for a given product or service
• Ability to manage large and varying workload effectively without support to overcome obstacles and meet deadlines
• Ability to locate areas of process improvement to increase operational savings
• Ability to participate and provide constructive feedback in development meetings with customer and GHX executives
• Bachelor’s degree or 2+ years of healthcare supply chain experience
• Minimum of 1-year experience with healthcare supply chain
• Proficiency within of the Microsoft Office Suite, particularly Microsoft Excel, Word, and 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
• Product knowledge of GHX products or relatable supply chain experience

Responsibilities

• Creates and implements account plans to increase utilization for all Managed Services customers
• Partners with internal team members and customers to documents and reach all customer goals. This includes tactical, technical, and strategic work, with regular milestone checkpoints
• Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels
• Educates team members on best practices, helps customer implement services, assists in customer training personally or by identifying internal resources
• Partners with Service Delivery, Customer Support and Product Management to drive overall customer satisfaction
• Represents the VOC to the product team, emphasizing and helping to prioritize changes to products that are most important to the client base
• Effective time management of projects and meetings while adhering to deadlines
• Create, develop, and use presentation materials for onsite or WebEx meetings with customers
• Mentor team members through daily tasks and refine processes and resource materials where areas of improvement have been identified
• Mentor other delivery managers on process and leadership skills, while improving their own work ethic through self-guided education
• High level oversight of customer activity and account health and increase adoption of GHX’s recommended practices
• Coordinate launch schedules of assigned product offering base and ensure staffing needs are met
• Assist with identification and development of new system enhancements to benefit department offerings
• Independently identify and execute performance action plans
• Travel may be required (up to 20%)

Benefits

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