Develops and manages assigned client relationships through regular communication and meetings. Subject Matter Expert supporting implementations and sales on industry and product solutions best practices.
ESSENTIAL DUTIES OR RESPONSIBILITIES –
Manages and establishes relationships with assigned clients through ongoing communication and review. Understand the goals, concerns and issues of assigned clients. Escalate within the organization and/or internally as needed.
Responsible for assisting the client with adoption and utilization of platform.
Understand the business structure of assigned client accounts as it relates to their usage of product offerings.
Use available data and metrics to assist in developing and executing long-term strategic account plans.
Meets or exceeds data metrics related to client cases.
Participate in team mentorship program.
Responsible for understanding and adhering to support charters.
Works closely with clients and internal resources to resolve client issues across multiple products/technologies including, but not limited to: Microsoft Teams, Salesforce, Azure DevOps
Using defined escalation methodology, escalates complex problems and/or client complaints.
Troubleshoots and diagnoses reported client problems by building a rapport with the client to understand the problem or need.
Develops recommendations for enhancements to company products and communicates them to Director.
Works closely with assigned Client Executive on the client relationship, status updates, account reviews, and potential upsells.
Supports company standards by collaborating, communicating and cooperating with internal staff members and external clients in a timely and professional manner.
Actively participates in Department’s Quarterly Performance Incentive Program where goals are established and worked on by each member.
Capable of speaking at User Conferences and web-based or on-site account reviews.
Contributes to other projects deemed appropriate by management.
A. KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:
Bachelor's Degree in related discipline required.
2 years experience in related discipline
B. SKILLS REQUIRED:
Must have excellent customer service skills.
Must have strong product knowledge and expertise.
Must have strong time management and organization skills.
Must have excellent interpersonal and relationship-building skills.
Must have well-developed problem-solving skills and a passion for solving puzzles and learning how things work.
Must possess excellent verbal and written communications skills.
C. ABILITIES REQUIRED:
Must have the ability to quickly assess client requests and identify appropriate solutions.
Must have the ability to seek out industry-related best practices in order to better understand client needs.
Must have the ability to interact with both non-technical and highly technical users.
Working knowledge of current various collaborative tools, ideally including Microsoft Teams, Salesforce, and related tools
Ability to function as part of a goal-oriented team.
HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law