Technical Account Manager

Summary

Join Global Healthcare Exchange (GHX) as a Technical Account Manager (TAM) and play a pivotal role in providing technical product support, boosting the utilization of subscribed solutions, and enhancing the overall customer experience. As a TAM, you will be responsible for driving increased utilization of product solutions and services among subscribed customers, leveraging your industry, product, and process expertise to deliver valuable business insights and best practices. You will continuously strive to improve customer satisfaction and retention through proactive engagement. This role involves collaborating with the Supervisor and other TAMs on special projects, identifying account risks, and executing customer experience improvement plans. You will also mentor team members, refine processes, and contribute to the development of training materials and product documentation. The ideal candidate possesses a passion for customer service, strong communication and analytical skills, and the ability to build and maintain strong business relationships.

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
• Expertise, knowledge, and skillsets that contribute to the development of projects and Technical Account Management objectives
• Strong accountability and integrity due to sensitive nature of information
• Strong knowledge of and user capability with all TAM 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 customer engagement experience
• Strong project management skills
• Ability to document technical processes for training, knowledge sharing, and product and process improvement
• Ability to locate areas of cost saving enhancements, product improvements, and process 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 participate and provide constructive feedback in development meetings with customer and GHX executives
• Bachelor’s degree or 5+ years of healthcare supply chain experience
• Minimum of 1 year experience with healthcare supply chain - clinical healthcare experience preferred
• Strong understanding of medical product functionality and terminology
• Proficiency within the Microsoft Office Suite, particularly Microsoft Excel, Word, and PowerPoint
• 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

• Independently creates and implements account plans to increase product utilization for all Technical Account-managed customers
• Collaborate with internal teams to track customer-level issues to increase efficiency and effectiveness
• Partners with internal team members and customers to document and reach all customer goals. This includes tactical, technical, and strategic work, with regular milestone checkpoints
• Monitor data quality for consistency and identify and track to any anomalies
• Educates team members on best practices, assists in customer training personally or by identifying internal resources
• Leads creation of and updates to training materials and other product or support documentation
• Leads the drive of overall customer satisfaction
• Partners with Problem Management to represent the VOC to the product team, emphasizing and helping to prioritize changes and enhancements to products that are most important to the client base
• Uses effective time management for projects and meetings while adhering to deadlines
• Creates, develops, and delivers presentation materials for onsite or video conferencing meetings with customers
• Mentors team members through daily tasks and refines processes and resource materials where areas of improvement have been identified
• Provides high-level oversight of customer activity and account health and increases adoption of GHX’s recommended practices
• Develops data driven dashboards and reports to support client
• Accurately prepares support documentation, client presentations, work plans, and other deliverables
• Assists customers as required through case management and issue escalation
• Leads client discussions and meetings to present analysis and reporting
• Facilitates training sessions to implement identified initiatives
• May be required to travel (up to 20%)

Benefits

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