Sr. Associate, Client Services

HIMSS Analytics
Burlington, VT and Chicago, IL

Position Purpose

Consider joining the talented staff at HIMSS as our Sr. Associate, Client Services as we transform health through information technology. The purpose of this position is to provide exceptional support to the HIMSS Analytics Logic clients, as well as the Client Service team, as directed by the HIMSS Analytics Director of Operations, to ensure a minimum of 80% annual client retention.  Support activities include working with Vendor and Provider Logic clients to provide level 1 support; gather and documenting client requirements for support requests; answering, responding to and logging cases for support requests submitted through a variety of methods including phone, email, and web; ensuring accurate client information is documented in salesforce, providing backup support to Relationship Managers, and compiling client information including data from salesforce and usage data from Logic through regular and ad hoc reports. 

Primary Accountabilities

  • Provide first line of support to all HIMSS Logic clients.
  • Support 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.
  • Uses critical thinking and judgement to determine the appropriate resolution for client support requests in a timely manner.
  • This includes coordinating the correct technical resources to assist with issue resolution.
  • Compile, document, and accurately communicate business requirements for client support requests.
  • All duties as assigned to achieve HIMSS goals and objectives.
  • Manage the Client Service support queue in Salesforce as well as all incoming support requests from email, phone and web.
  • Ensure support requests are properly documented through completion, following the support case management process. 
  • Ensure account information is accurately documented and maintained in Salesforce.
  • Compile client information including data from salesforce and usage data from Logic through regular and ad hoc reports.
  • Provide training and guidance for optimal use of Logic. Ensures necessary self-support resources are created, maintained, and made available to appropriate client audiences.
  • Assists with testing and documenting new products and functionality.
  • Provides backup support to Client Service Relationship Managers as needed.
  • Perform other related duties as required or assigned that contribute to the effectiveness of the department and to accomplish strategic goals and objectives.

Required Qualifications

  • Bachelor’s Degree, or equivalent experience.
  • A minimum of three (3) years of related work experience with ability to achieve
  • Excellent written and verbal communication and presentation skills.Effective listener.
  • 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.