Client Advocate - Fully Remote

Profile

\u003cp\u003eThe primary purpose of this role is to develop and manage strategic client relationships to drive market share, protect the base and deliver an exceptional client experience.\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003e\u003cu\u003eAccountabilities: \u003c/u\u003e\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003e\u003cu\u003eOperational Account Management:\u0026nbsp;\u003c/u\u003e\u003c/strong\u003e\u003c/p\u003e
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\u003cli\u003eMonitor and proactively address to ensure resolution to meet target metrics:
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\u003cli\u003eMaintain knowledge and status of all clients escalated\u003c/li\u003e
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\u003cli\u003eMaintain knowledge and status Service/implementation projects and delivery issues\u003c/li\u003e
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\u003cli\u003eKnowledge of opportunities and renewal dates\u003c/li\u003e
\u003cli\u003eIdentification of potential upsell opportunities/inform Sales Executive of upsell opportunities\u003c/li\u003e
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\u003cli\u003eSupport Issues oversight\u003c/li\u003e
\u003cli\u003eSubscription Questions - Client A/R, Invoices, Contract\u003c/li\u003e
\u003cli\u003eServices Projects\u003c/li\u003e
\u003cli\u003eSales Opportunities\u003c/li\u003e
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\u003cli\u003eClient Program Management\u003c/li\u003e
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\u003cli\u003eProactively communicates feature enhancements, services, educational opportunities and strategies in partnership with client sales\u003c/li\u003e
\u003cli\u003eHigh-level knowledge of regulatory requirements to ensure clients are aware of and have plans for their needs in partnership with Sales and Clinical Consultants\u003c/li\u003e
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\u003cp\u003e\u003cstrong\u003e\u003cu\u003eAccount Profiling:\u003c/u\u003e\u003c/strong\u003e\u003c/p\u003e
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\u003cli\u003eClient Contact Management\u003c/li\u003e
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\u003cli\u003eEnsure that all required contact information is current, accurate, and appropriate for all levels of the client organization are identified\u003c/li\u003e
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\u003cli\u003eAcquire knowledge of assigned customer organizations\u003c/li\u003e
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\u003cli\u003eUnderstand the products the client has, both CarePort/Allscripts and others.\u003c/li\u003e
\u003cli\u003eConduct periodic business reviews with client to review usage of products and progress against defined goals\u003c/li\u003e
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\u003cp\u003e\u003cstrong\u003e\u003cu\u003eClient Satisfaction:\u003c/u\u003e\u003c/strong\u003e\u003c/p\u003e
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\u003cli\u003eCultivate relationships with client users and executives, building credibility and trust\u003c/li\u003e
\u003cli\u003eParticipate and drive programs to protect the base –\u003c/li\u003e
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\u003cli\u003eSurveys\u003c/li\u003e
\u003cli\u003eClient Health/Account Status\u003c/li\u003e
\u003cli\u003eAnecdotal Reviews of Client Feedback\u003c/li\u003e
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\u003cli\u003eSupport ongoing relationship with clients in partnership with Internal Stakeholders to include understanding, mapping and documentation of client strategy and business goals\u003c/li\u003e
\u003cli\u003eServe as the overall client-owner and point person for issue-resolution for the client\u003c/li\u003e
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\u003cp\u003e\u003cstrong\u003e\u003cu\u003eAcademic and professional qualifications:\u003c/u\u003e\u003c/strong\u003e\u003c/p\u003e
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\u003cli\u003eBachelor's degree in Business, Finance, Public Health, or Computer Science or relevant work experience\u003c/li\u003e
\u003cli\u003eStrong customer support skills with demonstrated ability effectively dealing with escalated customer concerns.\u003c/li\u003e
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\u003cp\u003e\u003cstrong\u003e\u003cu\u003eExperience:\u003c/u\u003e\u003c/strong\u003e\u003c/p\u003e
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\u003cli\u003eApproximately 4-7 years experience with healthcare and/or financial products in a support, development, or consulting environment\u003c/li\u003e
\u003cli\u003ePrevious project/customer management experience\u003c/li\u003e
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\u003cp\u003e\u003cspan style=\text-decoration: underline;\\u003e\u003cstrong\u003eHour requirements:\u003c/strong\u003e\u003c/span\u003e\u003c/p\u003e
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\u003cli\u003eMust be able to work 9am - 6pm or 10am - 7pm East Coast Time\u003c/li\u003e
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Company info

Practice Fusion
Website : http://www.practicefusion.com