Client Services Manager

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions - from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.

Job Summary

The Client Services Manager (CSM) will provide dedicated support to a premier healthcare customer of Surescripts. A premier customer requires a Client Services Manager to devote most of their time to supporting that customer with heightened priority and expedited service. The CSM is responsible for helping set and then meeting annual KPIs for the customers they manage related to revenue growth, retention, and satisfaction. They are also responsible for representing the voice of the customer internally. The Client Services Manager is a trusted advisor for our customers who can drive strategic and financial value for customers and Surescripts by promoting and supporting the programs we deploy together. Post sales contract execution, the CSM will work with internal partners and with the customer to oversee successful implementation of Surescripts products/services. The Client Services Manager will need to understand customer reporting and data needs and business problems and then work with the customer to advance their goals and strategy. The Client Services Manager will collaborate with all groups within Surescripts, most notably Finance, Data & Analytics, Product Innovation, Marketing, and Sales to drive valued results. They will proactively identify and deliver, often partnered with an Account Executive, new and expansion opportunities on accounts. They work towards establishing a positive client experience through delivery excellence.

• Develop highly effective relationships with customers and solicit feedback to bring back to internal business units. Serve as the day-to-day point of contact for Surescripts customers.
• Identify customer specific benefits and value of Surescripts healthcare tech products to drive adoption and utilization of Surescripts products based on specific customer needs.
• Identify and operationalize opportunities to expand value for the customer and revenue for Surescripts within the customer account.
• Translate customer business needs into service and product requirements.
• Identify and initiate pilot and early adoption opportunities with internal and ex
• ternal partners. Identify best practices to share with internal and external partners.
• Manage customer concerns that require insight from management or other internal business partners.
• Lead components of the planning, coordination, and strategic effort for account reviews on a regular basis, sometimes in partnership with Account Executives, to evaluate client demands and product utilization. Present to executive members within account reviews.
• Drive business enhancements across multiple healthcare segments as it relates to helping make the networked products more effective. Influence significant and measurable outcomes to the betterment of the network by being an established expert on network activities.
• Bring the voice of the customer to teams across Surescripts. Apply understanding of customers' strategic plans and share with internal partners.
• Track healthcare industry trends relevant to client business and bring forth proactive ideas and solutions.
• Lead the onsite project teams and ensure they understand the client environment.
• Develop and execute an account plan that includes transactional and strategic initiatives to drive profitable growth.
• Collaborate with Product, Sales, Marketing, and others across the organization towards achieving the account plan.

• Bachelor's degree or equivalent experience.
• 8+ years of experience in related, progressive roles within healthcare.
• 7+ years of experience in account management.
• Experience as the main point of contact for one or more large, healthcare premier accounts with responsibilities of:
  
  
  • Building relationships with customer accounts. Using a needs-based approach to evaluate how Surescripts can be of service via products & services.
  • Driving revenue growth via upselling & a consistent focus on increasing product adoption & utilization.
  • Ensuring customer satisfaction, growth, and revenue retention.
  • Collaborating across teams during implementations and for other customer-related initiatives.
  • Leading meetings with the premiere customer/s.
  • Experience managing client P&L of $15+ Million dollars including reporting and metric assessment for the account.
• Account management experience supporting healthcare customers such as pharmacies, health systems, health plans, PBMs, EHRs, pharmaceutical manufacturers, and/or specialty hubs.
• Strong Excel skills, PowerPoint, & Tableau experience desired.
• Experience in a KPI and NPS environment.
• Knowledge of privacy laws and regulations around health data (HIPAA, ONC, NCPDP, etc.).
• Strong interpersonal, communication, and client relations skills.
• 4+ years of experience leading projects.
• Experience with CRM systems and maintaining a clear and dependable view of pursuits, progress, and pipeline conversion.

• Advanced Degree.
• Health IT industry knowledge with a special focus on e-prescribing.
• Experience using Salesforce.
• 2+ years of experience with project management.

• Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed.
• This role involves some travel for internal meetings, conferences, and customer meetings.