Client Relationship Manager – Health

Job Description

As a Client Relationship Manager at Experian Health, you will: - Manage day-to-day client relationships, offering support for issue resolution, aligning on objectives, and implementing product enhancements. - Lead Client Business Reviews with Sales, highlighting return on investment, documenting action steps, and developing future strategies. - Conduct Workflow Assessments periodically, including planning sessions, user shadowing, creating recommendations, preparing documentation, and presenting to leadership. - Guide clients smoothly through the transition from implementation to ongoing account management. - Partner with Support, Product, and Development teams to resolve service tickets and ensure excellent client experience. - Promote active use of the Customer Community for support cases, product updates, knowledge resources, and training opportunities. - Collaborate closely with Customer Success teams to address product issues and performance concerns. - Support contract renewals, contributing to revenue retention and strategies for attrition avoidance. - Identify opportunities for cross-selling, upselling, and expansion in collaboration with the Regional Sales Director. - Monitor product usage to ensure it meets expected return on investment and aligns with client objectives. - Offer best-practice recommendations and configuration guidance to improve client outcomes. - Collect and support NPS survey participation while using feedback to drive improvements. - Maintain comprehensive client documentation and account insights within Salesforce. - Meet all performance metrics and KPIs for assigned accounts.

Qualifications

To succeed as a Client Relationship Manager, you should have: 1. Bachelor's degree or equivalent experience. 2. Minimum of 4 years of experience in the healthcare IT industry. 3. Provider-based background is highly recommended. 4. Proficiency in Microsoft Office products and Salesforce. 5. Conceptual understanding and practical use of GenAI, CoPilot, or GPT functionality. 6. Solid understanding of the Healthcare Revenue Cycle. 7. Willingness to travel approximately 25-30% of the time. 8. A collaborative team player, capable of working across various groups and learning from others, specifically in sales, marketing, product, support, and implementation. 9. Must reside in the Eastern time zone.

Benefits

Experian Health offers outstanding benefits: - Great compensation package and bonus plan. - Core benefits including comprehensive medical, dental, vision, matching 401K, and life and disability insurance. - Family leave options. - Flexible work environment, offering the ability to work remotely. - Flexible time off including volunteer time off, vacation, sick leave, and 12 paid holidays.