Sr. Relationship Manager

HIMSS Analytics
Burlington, VT and Chicago, IL

Position Purpose

Consider joining the talented staff at HIMSS as our Sr. Relationship Manager 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 drive incremental sales of Consulting services, Research products, and HIMSS Analytics database subscriptions. This position is a component of the Client Success Team, which pair Relationship Managers with Account Executives to own the long term client relationship for assigned clients.  The Sr. 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.
  • Propose and implement strategic programs to improve client satisfaction, including client retention and optimization strategy/approach.
  • Propose and implement strategic programs to improve and automate support processes.
  • 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.
  • Identify opportunities for additional add-on solutions and services such as billable custom dashboards, training, data matching, optimization consulting, primary market research and additional market segments and solutions such as CapSite, HIMSS Analytics Europe, HIMSS Analytics Asia, the Canadian Database, Salesforce Integration, etc.Database design and architecture for custom segment clients.
  • Coordinate marketing efforts within assigned accounts with HIMSS Analytics Marketing team as needed.
  • Manage and execute a formalized testing program for new functionality, including test tracking methods, documenting deliverables, communication to stakeholders, and educating the testing team.Incorporates both internal testing activities and client beta testing activities.
  • Manage and execute a formalized documentation and training program for all products and services (HIMSS Analytics Database Vendor Portal, Provider Portal, Develop training materials for appropriate audiences (clients, staff) to support the launch of new features and functionality.Includes a communication plan for regular minor and major releases.
  • Lead formalized data analysis and matching program, including strategy to ensure quality of the matched results and minimal unmatched data (less than 10%) required by the client, as well as a mechanism to track SLA and quality metrics over time.Identify areas for continued improvement of tools and processed used across all matching projects.Includes requests from clients, as well as other HIMSS Analytics teams (Sales, QA, Market Research, Leadership, etc.).
  • Assist research teams with primary market research engagements, including data extractions and Level of Effort drafts as appropriate.
  • Act as liaison between current clients and HIMSS Analytics staff.
  • Contribute ideas and suggestions to help improve existing processes, including automation of manual process through the use of existing (or proposed) tools, such as Salesforce.com.
  • 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 of Science or Bachelor of Arts or equivalent experience
  • Product support and training experience – must have experience supporting IT products and developing/delivering training for end users in the healthcare industry
  • 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
  • Excellent customer service, writing and computer skills (Word, Excel, PowerPoint, etc.)
  • Excellent data analysis skills
  • Knowledge of relational databases and how they work (e.g. ACCESS or SQL)
  • Experience with CRM tools, such as Salesforce.com
  • Ability to design and 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.