eClinicalWorks Director- Enterprise Client Relationship Manager in Westborough, Massachusetts
We are eClinicalWorks. We are a privately held leader in healthcare IT, providing comprehensive, cloud based EHR/PRM solutions to medical professionals worldwide to improve workflows and reduce the risk of physician burnout. We care. We are committed to positive change. And that’s where you come in. Do you value creativity and innovation? Great, so do we. At eClinicalWorks, we share a passion for improving healthcare through dedication, education, and teamwork. Everyone has that one thing they’re really good at. We value your talent and want you to join our fast-paced, fun, and culturally diverse environment. Ready to make a difference? Apply today.
As a director, the Director - Enterprise Client Relationship Manager is responsible for enterprise customer planning, satisfaction, and retention of enterprise level accounts.
Conducting 1:1 meeting with SAMs every other week
Monitoring project plans of requests made by clients
Monitoring PSRs (Periodic Satisfaction Client surveys) and taking action on the results on time per the SLA
Monitoring patient safety and regulatory cases to ensure that timely actions are taken
Monitoring incidents and taking appropriate actions to resolve
Identifying high risk accounts by monitoring relevant dashboards including timely responses, updating incidents as per SLA, and working with the SAMs to mitigate the risks involved with these accounts
Performing quality audit checks for documentation on PSRs, interactions, and support tickets
Identifying weaknesses in the team on product/process level and ensuring SAMs undergo training including patient safety, compliance, and product including successful passage of associated quizzes
Facilitating team meetings to disseminate important company policies, initiatives, and news/information
Responsible for communicating any deployment of high impact changes, process adjustments, and steps that need to be followed
Responsible for ensuring outreaches are completed timely
Bachelor’s degree minimum. Degree in Information Technology preferred but not required.
3 years of Client Relationship Management/Account Management/Success Account Management experience in the healthcare field
3 years of leadership experience of client relationship managers or similar roles
3 years of Project Management experience. PMP certification preferred but not required.
3 years of technical background to include knowledge of databases (MSSQL/MySQL, stored procedures, DB triggers, indexes, query plans, replication), application servers (tomcats, JDKs, JVMs), interfaces, FTP servers (Isilon, Windows FTP), load balancers, multi-tenant vs private cloud, Microsoft Azure vs AWS, general networking, faxing solutions)
Knowledge of MIM (Major Incident Management), RCA (Root Cause Analysis) and CAPA (Corrective Action and Preventive Action) methodologies
Able to travel 20% - 50% of the time
Fluent in technical specifications to be able to talk to technical resources (IT Directors, CIOs, CTOs, CEOs) about technical/technological solutions for a problem at hand, understanding the requirements, and be able to relay that internally to appropriate departments for successful execution
Basic understanding of SDLC process, software upgrade processes, including deployment tools such as Microsoft SCCM, Microsoft SMS, etc.
Basic understanding of application and network monitoring tools such as New Relic, Fiddler, Jasper, App Dynamics, Full Story, etc.
Deployment planning experience
Be able to identify the weaknesses/issues and help with developing solutions to resolve them
Be able to report on findings and outcomes after plan of action is implemented
Reporting on client satisfaction along with types of issues faced
Ability to lead C-suite meetings, with proper agenda and plan of actions
Skilled in negotiations to help set the expectations with the internal and external customers so that company’s vision and mission are adhered to by both employees and clients
Great listening skills
Great verbal and written communication skills
eClinicalWorks is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences that bring us together and help create a healthy world.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)