Delivery Manager III

The Delivery Manager III will be responsible for the development and successful execution of customer account plans. The DM III will own driving an increase overall utilization of Managed Services solutions and services with their customer and all product offering customers. The DM III has expertise of industry, product, and process insight and will add customer value through business insight and best practice sharing. The DM III will continuously improve satisfaction levels and ensure customer retention through deliberate customer campaigns.  This position will assist the Manager and other Delivery Managers with special projects.  All the DM III accounts should become reference accounts for other Delivery Managers. The DM III will also identify all risk in their accounts, plan and execute cure plans, communications with and using internal resources as necessary as well as aide all other DMs. 

The ideal candidate has a passion for customer service and performance excellence.  Self-motivation and a strong work ethic are essential to success.  Additionally, the candidate must be an individual who has excellent communication, analytic, problem solving, planning and coordination skills as well as the ability to develop and maintain strong business relationships and client trust.

Principle Duties and Responsibilities:

• Creates and implements account plans to increase utilization for all Managed Services customers. Partners with internal team members and customers to documents and reach all customer goals. This includes tactical, technical, and strategic work, with regular milestone checkpoints.  Monitor the predetermined quality metrics of a customer and implement resolutions if metrics are below acceptable levels.
• Educates team members on best practices, helps customer implement services, assists in customer training personally or by identifying internal resources.  
• Partners with Service Delivery, Customer Support and Product Management to drive overall customer satisfaction.
• Represents the VOC to the product team, emphasizing and helping to prioritize changes to products that are most important to the client base.  
• Effective time management of projects and meetings while adhering to deadlines.
• Create, develop, and use presentation materials for onsite or WebEx meetings with customers.
• Mentor team members through daily tasks and refine processes and resource materials where areas of improvement have been identified.
• Mentor other delivery managers on process and leadership skills, while improving their own work ethic through self-guided education.
• High level oversight of customer activity and account health and increase adoption of GHX’s recommended practices.
• Coordinate launch schedules of assigned product offering base and ensure staffing needs are met.
• Assist with identification and development of new system enhancements to benefit department offerings.
• Independently identify and execute performance action plans.       
• Travel may be required (up to 20%).

Required Skills:

• Internet savvy and computer literacy with proficiency in Microsoft Office applications, particularly advanced knowledge of Excel
• Excellent phone and onsite presence and strong written and verbal communication skills 
• Has expertise and unique knowledge and uses skills to contribute to the development of projects and Provider Managed Services objectives
• Proven ability to identify opportunities within client organizations 
• Proven ability to identify opportunities within client organizations 
• Strong accountability and integrity due to sensitive nature of information
• Strong knowledge of and user capability with all Managed Services products and platforms  
• Strong interpersonal skills with a positive attitude and an ability to engage with customer’s business and technical staff 
• Ability to identify and solve customer problems and increase customer efficiency and product value
• Prior account management experience
• Proven ability to identify and solve customer problems and increase customer efficiency and product value
• Ability to locate areas of cost saving enhancements or product improvements for a given product or service
• Ability to manage large and varying workload effectively without support to overcome obstacles and meet deadlines. 
• Ability to locate areas of process improvement to increase operational savings
• Ability to participate and provide constructive feedback in development meetings with customer and GHX executives

Required Qualifications:

• Bachelor’s degree or 2+ years of healthcare supply chain experience
• Minimum of 1-year experience with healthcare supply chain
• Proficiency within of the Microsoft Office Suite, particularly Microsoft Excel, Word, and PowerPoint
• Strong organizational and project management skills
• Experience with project management, customer success, training and/or customer service
• Experience working in a team-oriented environment as a lead resource
• Product knowledge of GHX products or relatable supply chain experience

Estimated salary range: $71,000 - $94,600

The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/