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Client Relationship Manager

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Customer Service
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198465 Requisition #

At Experian Health, our employees can shape more than products – they shape the future of U.S. healthcare. Experian Health is a pioneer for innovations leading the way in revenue cycle management, identity management, patient engagement, and care management for hospitals, physician groups, labs, pharmacies and other risk-bearing entities. Our success relies on people who are given the freedom to imagine new frontiers in the rapidly changing healthcare space and push the boundaries of innovation. Help us realize our vision of applying data for good and changing the healthcare landscape for the better – for all of us.

 

The Relationship Manager partners with the Regional Sales Director in building and maintaining trusting relationships with our customers. The Relationship Manager is focused on overall satisfaction for assigned clients for all implemented products, ensuring overall satisfaction and revenue protection through relationship management, client health monitoring and helping identify account expansion opportunities.  We rely on our RM’s to drive loyalty and maintain our brand as the leader in our space.

 
Job Duties
  • Responsible for maintaining relationships with clients at an operational level, connecting with the client regularly to assist with issue resolution, goals, initiatives, and delivering product enhancements to align with the client’s current needs and future roadmap.

  • Responsible for facilitating Quarterly Business Reviews in tandem with RSD, articulating client successes and ROI, includes documenting action items and go forward strategy. 

  • Responsible for understanding the SOW (Statement of Work), POW (Product Optimization Workshop) and guiding clients as they transition from Implementation

  • Partner with Customer Support, Product and Development teams when needed, to help client navigate service tickets with minimal delay and frustration ensuring overall client satisfaction

  • Responsible for facilitating proactive use of the Client Community driving client adoption for managing support cases, knowledge and product enhancements Responsible for communicating with assigned Customer Success representatives as needed to ensure product issues/performance are being resolved effectively

  • Accountability for identified revenue targets to ensure smooth contract renewal process

  • Work in tandem with RSD to Identify areas for account expansion - upgrade of existing solutions, cross-sell and upsell opportunities, and overall revenue protection

  • Monitor and evaluate product usage to make certain implemented products are providing expected return on investment and meeting customer expectations

  • Evaluate customer utilization of Experian Health products and recommend best practices configuration and solutions to improve the customer experience

  • Actively solicits clients’ responses to the annual NPS relationship survey to collect insights on clients’ satisfaction and performance improvement opportunities

  • Maintains client and account profile strategy reports – user lists, survey contact list, leads, sales opportunities report, notes from client calls within Salesforce and distribute product and news updates

  • Accountable to all defined and agreed performance indicators and metrics for assigned client accounts

Other duties as assigned

Knowledge and Skills

  • Familiar with the broad range of Experian Health products and services

  • Strong communication skills – active listening, establishing rapport and overcoming objection

  • Holistic, big-picture perspective with strong ability to diagnose and solve problems

  • Team player, able to collaborate effectively across groups and learn from others - specifically sales, marketing, product, support and implementation

  • Strong ability to multi-task in a high-pressure, performance-driven environment

  • Flexible in working with changing needs of organizations

  • High degree of polish and professionalism appropriate for meeting with client

  • Must be self-motivated and capable of working independently with minimal direction  

Education and Experience
  • Bachelor’s degree preferred
  • Minimum of 2 years’ experience in healthcare IT industry

  • Provider based background recommended 
  • Excellent skills in Microsoft office and Salesforce.com or a similar CRM

  • Strong understanding of Healthcare Revenue Cycle
 

Experian is an Equal Opportunity Employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner. The word "Experian" is a registered trademark in the EU and other countries and is owned by Experian Ltd. and/or its associated companies.

 

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