Delivery Manager II – EMS

This is a fully remote position, open to applicants in United States.

📋 Description

• Build and nurture customer relationships to enhance understanding and use of Provider Managed Services products.

• Offer support to customers and colleagues via phone, email, and in-person for escalations and product concerns.

• Track customer quality metrics and implement corrective actions when metrics fall below acceptable standards.

• Create campaigns aimed at re-engaging customers and boosting customer KPIs.

• Oversee the implementation of managed services solutions for new clients and ensure successful project launches.

• Manage projects and meetings while meeting deadlines.

• Prepare and present materials for onsite or WebEx customer meetings.

• Mentor team members and improve processes and resource materials.

• Collaborate with CSM and ESE teams to guarantee customer satisfaction and uncover potential sales opportunities.

• Work alongside Solutions Delivery, Sales, and Customer Success Managers throughout the implementation process.

• Troubleshoot technical issues, identify root causes, gather data, and facilitate cross-functional resolutions.

• Organize launch schedules and confirm that staffing requirements are fulfilled.

• Recognize development opportunities for system enhancements.

⛳️ Requirements

• Bachelor’s Degree or 2 years of relevant healthcare experience.

• Proficient in Microsoft Office Suite, including Microsoft Excel, Word, and PowerPoint.

• Excellent organizational and project management abilities.

• Experience in project management, customer success, training, and/or customer service.

• Background in a team-oriented environment as a lead resource.

• Internet savvy and proficient in computer usage.

• Capacity to act independently to establish new methods and procedures.

• Strong analytical and detail-oriented skills.

• Ability to juggle multiple priorities and meet deadlines.

• High level of accountability and integrity.

• Demonstrated ability to identify and resolve customer issues, overcome challenges, enhance customer performance, and adhere to deadlines.

• Outstanding verbal and written communication skills, including an exceptional phone presence.

• Capacity to collaborate effectively with cross-functional teams and personnel at various levels.

• Ability to identify and document product enhancements.

• Experience in Account Management or a related field.

• Ability to pinpoint cost-saving enhancements or product improvements.

• Approximately 20% travel may be necessary.

🏝️ Benefits

• Health insurance.

• Vision insurance.

• Dental insurance.

• Accident insurance.

• Life insurance.

• 401(k) matching.

• Paid time off.

• Education reimbursement.