Technical Account Manager

The Technical Account Manager (TAM) will be responsible for providing technical product support, increasing overall utilization of subscribed solutions and services, and delivering an overall improved customer experience. The TAM will own driving an increase in overall utilization of product solutions and services with their subscribed customers. The TAM has expertise of industry, product, and process insight and will add customer value through business insight and best practice sharing. The TAM will continuously improve satisfaction levels and ensure customer retention through deliberate customer engagements. This position will assist the Supervisor and other TAMs with special projects and lead special projects of their own. The TAMs will also identify all risk in their accounts, plan and execute customer experience improvement plans, communications with and using internal resources as necessary as well as aid all other TAMs.

The ideal candidate has a passion for customer service and performance excellence. Self-motivation, the ability to function independently and as part of a team, 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:

· Independently creates and implements account plans to increase product utilization for all Technical Account-managed customers.

· Collaborate with internal teams to track customer-level issues to increase efficiency and effectiveness.

· Partners with internal team members and customers to document and reach all customer goals. This includes tactical, technical, and strategic work, with regular milestone checkpoints.

· Monitor data quality for consistency and identify and track to any anomalies.

· Educates team members on best practices, assists in customer training personally or by identifying internal resources.

· Leads creation of and updates to training materials and other product or support documentation.

· Leads the drive of overall customer satisfaction.

· Partners with Problem Management to represent the VOC to the product team, emphasizing and helping to prioritize changes and enhancements to products that are most important to the client base.

· Uses effective time management for projects and meetings while adhering to deadlines.

· Creates, develops, and delivers presentation materials for onsite or video conferencing meetings with customers.

· Mentors team members through daily tasks and refines processes and resource materials where areas of improvement have been identified.

· Provides high-level oversight of customer activity and account health and increases adoption of GHX’s recommended practices.

· Develops data driven dashboards and reports to support client.

· Accurately prepares support documentation, client presentations, work plans, and other deliverables.

· Assists customers as required through case management and issue escalation.

· Leads client discussions and meetings to present analysis and reporting.

· Facilitates training sessions to implement identified initiatives.

· May be required to travel (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

· Expertise, knowledge, and skillsets that contribute to the development of projects and Technical Account Management objectives.

· Strong accountability and integrity due to sensitive nature of information

· Strong knowledge of and user capability with all TAM 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 customer engagement experience

· Strong project management skills

· Ability to document technical processes for training, knowledge sharing, and product and process improvement

· Ability to locate areas of cost saving enhancements, product improvements, and process 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 participate and provide constructive feedback in development meetings with customer and GHX executives

Required Qualifications:

· Bachelor’s degree or 5+ years of healthcare supply chain experience

· Minimum of 1 year experience with healthcare supply chain - clinical healthcare experience preferred

· Strong understanding of medical product functionality and terminology

· Proficiency within the Microsoft Office Suite, particularly Microsoft Excel, Word, and PowerPoint

· 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: $62,700 - $78,300

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/