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Job Description

Position Overview: This position is responsible for acting as a primary point-of-contact during the “Go-Live” period to facilitate new clients in adopting our software.Job Functions / Responsibilities: As a Client Relationship Manager (Strategic Account Manager), 80% of his/her job responsibility is Account Management and 20% is Proactive Customer Service. The successful candidate will have skill sets to exceed in Workload management, and client relationships. Account Management: • Conduct the Support Kick off Call, demonstrating the Customer Support Portal and ensuring that the client is web-enabled. • Triage the accounts to the appropriate queues and escalating any outstanding issues. • Evaluate the level of software adoption by client practices and arranging for remote trainings, technical assistance or escalations as need be. • Responsible for consistently tracking account activity through graphs/charts. • Maintain ongoing communication with the client practice through the 16-week period. • Recommend products and services to the clients based on their need to improve works flows and patient care. Proactive Customer Service: • Responsible for calling practices within a particular specialty group and conducting surveys to assess the comfort levels of the client with the product and understanding critical issues, if any, faced by the client after the Go-Live period. Requirements: • Bachelor’s Degree. Major in Computer Science, Bio Medical or MIS is highly preferred. • 2+ years account management experience and/or experience with support, customer service department • Problem Resolution experience a plus • Biotech, Healthcare, Telecommunication and/or Technology background a plus • Computer skills (Familiarity with Microsoft Office Tools) • Strong verbal communication skills with strong data entry skills • Multi-tasking skills Other Skills / Abilities: • Excellent telephone etiquette. • Ability to work in a fast-paced, often stressful and high volume work environment. • Ability to use individual discretion while dealing with clients. • Sound analytical and problem solving skills.

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