Customer Development Manager IV
Job Details
Description
The Customer Development Manager IV is the primary point of contact for ePay customer relationships for assigned account base. The CDM IV will develop and manage customer relationships to achieve growth, profitability, and retention goals.
Key Responsibilities
- Develop and execute strategic and tactical account plans for large or strategic dedicated accounts in alignment with established portfolio and business strategy to increase customers’ product utilization, implement best practices, and achieve portfolio growth and retention targets.
- Proactively utilize customer and ePay information to demonstrate customer-specific differentiated value.
- Collaborate with internal and external partners to drive overall customer satisfaction and a consistent customer experience focused on growth and retention.
- Support onboarding efforts for new suppliers in the network.
- Act as voice of customer providing feedback for continuous improvement within the ePay organization.
- Assess portfolio risk and ensure referenceable customers within assigned base.
- Support ePay sales and implementation teams as necessary.
Key Duties
- Facilitate and manage required customer touchpoints and business reviews including open issues, scorecards, and benchmarking
- Obtain and utilize provider or supplier spend information to develop and execute growth strategies
- Specific to Supplier Customer Development Manager: Ensure and communicate performance to contract compliance, which includes performing monthly or quarterly analysis for spend volumes as well as LIBOR analysis
- Prepare business review reporting and metrics and present to customer, document action items, maintain meeting minutes, and complete follow-up items
- Monitor and maintain KPIs specific for customer account management model, work with customer to address and resolve outlier issues
- Identify, resolve, and escalate customer issues
- Identify customer training needs or gaps and provide appropriate resources
- Other duties as assigned
Key Competencies
- Excellent written and verbal communication skills
- Self-motivated with solid work ethic
- Ability to develop and maintain business relationships
- Analytical, detail-oriented with demonstrated project management skills
- Ability to work in a fast-paced, evolving environment while managing multiple priorities
- Ability and willingness to travel up to 40% of time, as necessary
- Demonstrated financial acumen and fluency in finance and accounting principles
- Proficient in Microsoft Office with intermediate to advanced skills in Excel
Required Education, Certifications, and Experience
- Minimum 7+ years of experience in a Customer Success Manager or similar Account Development role, including:
- Direct engagement with senior level decision-makers in large, multi-divisional, or multi-national organizations
- Revenue growth and retention responsibility of $3M or more
- Bachelor’s degree in related discipline or equivalent combination of education and experience
Preferred Qualifications
- Advanced degree (e.g., MA, MBA)
- Experience working directly or indirectly in healthcare finance or payments industry
Key Differentiators
- Experience using Salesforce.com
GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe — who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.
It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce – not shift – the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 600 people worldwide. Our corporate headquarters is in Europe, Louisville, Colorado, just outside of Denver, with additional offices in Europe, Atlanta, Georgia and Omaha, Nebraska.
GHX provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. GHX complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
GHX expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated not tolerated.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The 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. 41 CFR 60-1.35(c)