Manager, Client Services

HIMSS Analytics
Burlington, VT and Chicago, IL

Position Purpose

Consider joining the talented staff at HIMSS as our Manager, Client Services as we transform health through information technology. The purpose of this position is to develop, manage, and enhance relationships with HIMSS Analytics subscribers in order to increase client retention and increase use of HIMSS Analytics products and services.  This position is responsible for leading, organizing, and continually refining the HIMSS Analytics client service and General Support operations to meet strategic and tactical goals. This position develops and implements strategies that will ensure viable client retention and leads the staff hired to provide general support to HIMSS Analytics clients by creating a positive environment that promotes and rewards successful performance.  This position is also responsible for client satisfaction and retention while maintaining the overall customer relationship. This position is VITAL for retaining customers and increasing the value proposition for subscribers.

Primary Accountabilities

  • Manage Client Services general support staff to meet client satisfaction and retention goals.Develop training plan, documentation and resources for new hires.
  • Provide positive feedback to reward good performers and/or coaching and corrective actions to those not performing to expectation.
  • Lead team meetings to discuss current issues, organize and assign process improvement to effect appropriate workflow changes.
  • Obtain employee input to assist in developing future plans and goals.
  • Determine appropriate workload and staffing for the team.Oversee successful completion of work to meet client support. Keep staff informed of performance metrics.
  • Continually analyze, monitor and refine workflow processes to produce higher levels of client support, satisfaction and retention. Recommend viable solutions for optimizing operations and profitability.
  • Develop strategies and methodologies to proactively support database clients.
  • Cultivate and execute new client services procedures from concept to delivery.
  • Create and implement measures to address client dissatisfaction and identify tools and processes that will improve client satisfaction and workflow efficiencies.
  • Provide regular reports on operations, productivity, efficiency and client usage
  • Lead client education and eService programs.Train clients and team members for optimal productivity.
  • Create eService resources, such as self paced training and online help resources, to promote case deflection.
  • Engage clients to grow their knowledge and self-confidence in the use of LOGIC.
  • Proactively engage in relationships with current client executives, management teams and end users to ensure they are aware and taking advantage of data related to their areas-of-interest available through current subscriptions and notifying them of additional services that may meet future needs.
  • Perform other related duties as required or assigned that contribute to the effectiveness of the department.

Required Qualifications

  • Bachelor of Science or Bachelor of Arts or equivalent experience.
  • A minimum of two (2) years of related work experience
  • Outstanding analytical skills with ability to achieve results in a complex environment
  • Excellent written and verbal communication and presentation skills.
  • Ability to articulate and to sell ideas and concepts
  • Outstanding interpersonal skills. Strong personal integrity
  • Previous experience in a professional society, trade association or healthcare management
  • Customer focused with assertive, self-confident personality
  • Superior planning skills, both strategic and tactical
  • Ability to build collaborative relationships
  • Background or knowledge in information systems and technology is an asset

 

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities.