Relationship Manager

HIMSS Analytics
Chicago

Position Purpose

Consider joining the talented staff at HIMSS Analytics as our Client Services Relationship Manager as we transform health through information technology. HIMSS Analytics is a part of HIMSS, a cause-based, global enterprise that produces health IT thought leadership, education, events, market research and media services around the world.

The purpose of this position is to develop, manage, and enhance relationships with HIMSS Analytics subscribers in order to increase client retention and drive incremental sales of Consulting services, Research products, and HIMSS Analytics database subscriptions. This position is a component of the two person Client Success Teams, which pair Relationship Managers with Account Executives to own the long term client relationship for assigned clients. The Relationship Manager is responsible for understanding their assigned clients’ business needs, working with Account Executives to provide support, training, optimization, dashboard customizations, 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

  • Provide support to United States, Canada, CapSite, Europe, Asia/Pacific and future market segment subscribers, as appropriate.
  • Manage all clients to ensure their needs are met while contributing to the strategic growth of the organization by retaining a minimum of 80% of existing customer base.
  • Establish solid, long-term client relationships based on trust and cultivate new business opportunities by understanding the client’s business, diagnosing needs, presenting solutions and addressing client concerns. Work with supervisor to identify areas of client dissatisfaction and improved support methodologies.
  • 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. Educate clients on the benefits of HIMSS Analytics software solutions and train clients for optimal productivity.

Required Qualifications

  • Bachelor of Science or Bachelor of Arts or equivalent experience.
  • Product support and training experience.
  • Experience supporting IT products and training end users in the healthcare industry is preferred.
  • Experience in handling and applying customer support, sales, educational, and relationship building skills.
  • Excellent interpersonal skills – the ability to respond and work with a wide range of personality types both internal and external.
  • Strong customer service, writing and computer skills (Word, Excel, PowerPoint, etc.).
  • Strong data analysis skills.
  • Knowledge of relational databases and how they work (e.g. ACCESS or SQL).
  • Knowledge of CRM tools, such as Salesforce.com.
  • Ability to conduct successful product demonstrations.
  • Self-starter who takes initiative and can apply problem solving, deductive reasoning, critical thinking and creativity to derive sound solutions.

 

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