Altera Digital Health ยท 7 hours ago
Expert Service Delivery Manager
United States
Full-time
Remote
Mid, Senior Level
$90K/yr - $97K/yr
7+ years expAltera Digital Health, a member of the N. Harris Computer Corporation family, delivers health IT solutions that support caregivers globally. The Expert Service Delivery Manager will build and grow customer relationships, serve as the main point of contact between clients and hosting services, and ensure excellent service delivery to meet client goals.
Computer Software
Responsibilities
Manage our technology client relationship, including daily communications, weekly status meetings, and executive reporting on KPIs/SLAs
Serve as the main escalation point for all client hosting issues, ensuring they are resolved satisfactorily
Build and maintain strong relationships with senior executives
Develop strategic insights to show clients we understand their needs and are taking action
Oversee all internal workstreams for clients, including decommissions, right-sizing, security, and best practices
Manage environmental change control for client awareness and acceptance
Use performance monitoring tools to proactively identify and resolve issues
Ensure project deliverables, status, and operational readiness are all on track
Document client processes and procedures to ensure their continued success
Develops and maintains a deep understanding and ongoing curiosity around how our services can be best leveraged to meet client requirements
Explore and identify additional revenue opportunities with clients
Manage our hosting profit margin and continuously work to improve it
Identify opportunities for solution optimizations and workflow best practices
Analyze performance data trends and present your findings
Identify and grow reference accounts by sharing client success stories and outcomes
Qualification
Required
Proven ability to build and maintain strong client relationships to ensure satisfaction and retention
A strong understanding of healthcare industry practices, software systems, and applications
Excellent communication, problem-solving, and interpersonal skills
Ability to work effectively with clients of varying technical expertise in high-pressure situations
Ability to adapt to changing business processes, technologies, and environments
A proactive and independent work style with the ability to adapt to changing environments
Preferred
Bachelor's Degree preferred
7+ years of experience in a client-facing account management or technical support role, preferably within the healthcare industry
Company
Altera Digital Health
Healthcare IT should work for clinicians, not against them.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Danielle Emola, MBA, PHR
Human Resources Business Partner
Kate Lawrence Kayen
HR Business Partner, Manager
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