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Client Relationship Manager – Southern California

Primary Responsibilities

  • Create the strategic retention and growth plan for each assigned customer, documenting and maintaining the plan within the formal Strategic Account Plan process. Responsible for strategic plan deployment / execution
  • Prepare, host and facilitate - up an annual strategic planning session with the customer
  • Develop and maintain a detailed knowledge base of assigned customers, beyond the traditional healthcare - focused information / knowledge, to become an extension of the customer's business
  • Understand their business objectives and leadership strategy and use this knowledge to further our relationship.
  • Contract Management - detailed knowledge and understanding of the customer contract to manage commitments, SLA’s and Terms
  • Facilitate the lifecycle of the customer relationship from RFP to renewal
  • Strategically plan and meet with customers regularly, identifying trends and offering solutions
  • Determine and clearly articulate the value story, trend drivers and tracking of solutions performance to the customer
  • Thinks broadly and long - term, recognizing the impact of decisions and actions on the entire enterprise and clients over time
  • Maintain a high focus on large strategic customers by engaging company resources at appropriate times
  • Accountable for retention, and overall customer satisfaction.
  • Work with marketing to help develop our value story in the market
  • Establish, cultivate and manage the customer relationship at multiple levels, including VP and C - Suite level leadership, serving as a healthcare consultant and trusted business advisor to these customer
  • Responsible for value delivery to customer including plan performance, account management and service result
  • Adaptive and responsive to change in a dynamic environment
  • Ensure consistent lines of communication and timely follow - up with customer requests
Required Qualifications
  • Bachelor’s degree
  • 8+ years in related industry experience
  • 5+ years of account management experience
  • Strong work management skills - identify a goal and the steps needed for accomplishment and proactively manage action steps to accomplish goal
  • Able to multitask, prioritize, and manage time efficiently
  • Goal - oriented, organized team player
  • Encouraging to team and staff able to mentor and lead
  • Excellent interpersonal relationship skills
  • Excellent verbal and written communication skills, must be a listener, a presenter, and a people - person
Preferred Qualifications
  • Master’s degree
  • Project Management experience
  • Must be confident, collaborative, driven, independent, and proactive