Client Partner

Client Partner (CP) is accountable for an assigned portfolio of clients and their retention and growth through engagement processes and solution delivery, on-boarding and implementation. The CP is responsible for client retention and growth and may also be accountable for project management support of existing accounts or implementation management of new accounts. The CP serves as a Trusted Advisor to clients by understanding the client's goals, planning, and controlling delivery, mitigating risks and constraints, and expertly communicating internally and with clients to meet or exceed client requirements. The CP develops successful client partnerships that result in high client satisfaction, retention, and growth. The CP makes significant contributions to client success and solution delivery best practices.
 

Essential Functions of the Job

• Serve as a Trusted Advisor and directly lead and support client relationships, engagement, and implementation delivery
• Responsible and accountable equally for client retention and client growth through organic growth, cross-sell and upsell opportunities with specific sales targets.
• Responsible for delivering promised client outcomes as a part of the client project portfolio implemented by Genzeon
• Identify and develop partnership opportunities with clients; document client requirements, success criteria, and supporting solutions in contract documents
• Develop and execute detailed on-boarding/implementation plans and communication plans including client metrics of success and risk identification and mitigation, in partnership with clients, operational partners, and vendor partners
• Build power point decks for client presentations (QBR's, kick offs, status meetings)
• Facilitate joint client-Genzeon leadership committees to ensure senior leadership alignment, long-term planning and development, strategic and tactical account and implementation review, and effective escalation and issue resolution
• Deliver successful client partnerships that result in high client satisfaction, retention, and growth
• Forecast and track key account metrics (e.g. visit activity, provider adoption, sales stats)
• Driving strategic planning, financial planning, service level management and projects.
• Serve as the Voice of Client by seeking ad-hoc and formalized feedback to gauge client satisfaction and identify areas for engagement, tool, and solution improvement
• Design and develop best practices in client engagement and implementation to deliver industry-leading client experience
• Maintaining program/project end-to-end accountability for customer satisfaction and overall delivery excellence for Client Technology.

Analytical/Decision Making Responsibilities

• Thought leader in healthcare technology delivery with a client centric focus.
• Ability to operate and influence at a Senior Leadership level
• Experienced manager with a proven track record in successfully delivering healthcare technology to our clients
• Must be able to work within a matrix organization balancing the needs of the customer against firm initiatives and goals.
• Ability to make decisions in complex situations whilst negotiating with customers to ensure successful outcomes
• Manage multiple and diverse program colleagues and stakeholder expectations to deliver infrastructure and capabilities in alignment with customer needs with appropriate transparency
• Identify, manage and resolve complex issues, preventing escalations, where possible
• Manage, negotiate and resolve project risks effectively
• Think strategically and identify opportunities for optimization
• Leader and team player sets example for sub-leads, project managers, business analysts and others to follow
• Create an open, honest, accountable and collaborative team environment
• Operate as an empowering leader; makes others look great
• Flexible, Agile and able to adapt style to deliver

Knowledge and Skills

• Proven People leader
• Persuasive skills with effective communication and problem-solving skills
• Proven track record of delivering technology services, capabilities, world class customer service in IT infrastructure delivery for large global organizations
• Strong domain knowledge in global complex infrastructures 10+ years of project delivery and client relationship management in a technology environment
• Strong business acumen and ability to negotiate to find win-win resolution to conflicts arising between Clients and EY Technology leads
• Strong customer orientation and able to manage customer expectations
• Strong executive presence
• Ability to develop strategic plans and translate them to actionable roadmaps
• Strong people leadership skills. Initiates, builds and maintains productive customer relationships
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change

Requirements

• 7+ years in a healthcare client facing role with progressive leadership role
• 4+ years' experience with IT services companies in sales roles with $3 million+ annual sales targets
• Strong project performance analysis and strategic power point deck building skills
• Outstanding customer service skills
• Experience organizing, analyzing and presenting data
• Strong ability to learn at a fast pace, apply knowledge and be consultative.
• Strong attention to detail, time management, and decision-making skills
• Ability to work with significant independence and minimal supervision
• Ability to travel at least 20-25%