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Client Experience Partner

Company: T-System
Location: Dallas
Posted on: January 17, 2020

Job Description:

Thursday, September 5, 2019The Client Experience Partner is responsible for all aspects of the client relationship. They understand the value of client relationships and will execute T-System strategies and initiatives. They will nurture client relationships by focusing on revenue retention and growth through developing and deepening relationships, cultivating and conveying value and ensuring client satisfaction.PRINCIPAL DUTIES AND RESPONSIBILITIES: Essential Functions:Develop and maintain excellent client satisfaction by maintaining regular, consistent communication with key connections throughout the facility or organization (to include the ED, IT, HIM, Nursing, Administration, Billing, etc.)Collaborate with clients to understand strategic business goals, align our solutions to achieve their successManage existing client relationships and implement programs and tools to drive retention, revenue growth, and upsell opportunitiesAct as the face of our company and the voice of our clientCollaborate with the product management, technology, sales, marketing, professional services, and other lines of business as a client advocate and business partner General Duties and Responsibilities: Manage client expectations and balance the client needs with product roadmap, capabilities and delivery schedulesProactively provide client and product feedback to other parts of the organization (e.g. Product Owners, Marketing, and Sales), specifically, enhancement requests, product issues/gaps, as well as any competitive feedback received from clientsAssess and articulate the value of services offerings for clients to address outstanding needs and grow new businessAssist in the monitoring, follow-up communications and collection of outstanding client receivables, as well as handle the escalation of unresolved queries and problems regarding collection of client debtServe as a point of escalation for key client issuesTrack, monitor and update all current client activities in the CRM tool, SalesforceRegularly communicate with Sales team members assigned to the account to understand account priorities, strategy, and to provide feedback on recommended service element modificationsResponsible for key client success metrics, including client churn, account growth, and renewalsIdentify clients At-Risk, devise and deploy appropriate retention strategiesAct as a liaison to the project management team to assess the completion of projects, and participate in strategic planningInitiate and manage tasks and activities for upgrades, training, support, etc.Initiate and facilitate client offboarding tasksMINIMUM QUALIFICATIONS AND REQUIREMENTS: Bachelor's degree or equivalent experience required; Technical and/or Clinical background desired2+ years' experience managing a large portfolio of clients, preferably in the healthcare technology industryProven success driving software adoption, usage and engagementAbility to excel in a fast-paced software environment including software application and support conceptsProven work habits to include organization, prioritization and time management skillsExpert level experience with Microsoft Excel, Word and PowerPointExcellent verbal, written and interpersonal skills to effectively communicate up and down an organizationTRAVEL:Estimated to be 5% to 10%PHYSICAL DEMANDS: Must be able to communicate effectively with clients and team members, both verbally and written. While performing the duties of this job, the employee will frequently be required to stand and sit for long periods of time. The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.A job description is only intended as a guideline and is only part of the employee's function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.T-System, Inc. is an equal employment/affirmative action employer. If you need accommodation for any part of the employment process because of a disability, please send an e-mail to HRSystems@tsystem.com to let us know the nature of your request.This employer participates in E-VerifyEOE/AA/Disabled/VetsEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. PandoLogic. Keywords: Customer Advocate, Location: Dallas, TX - 75201

Keywords: T-System, Dallas , Client Experience Partner, Other , Dallas, Texas

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