Managed Services Delivery Manager IV

The Delivery Manager IV will be responsible for the driving results that impact the long-term success of the service execution and delivery. As a recognized industry expert, the Delivery Manager IV provides direction and strategy while maintaining technical and business mastery to lead innovation and enhance overall solutions. This role will leverage deep industry knowledge to influence strategic initiatives and support, train, and develop Delivery Managers to foster operational excellence and customer satisfaction. All the DM IV accounts should become reference accounts for other Delivery Managers. This role includes a high level of responsibility in identifying and mitigating risks, planning and executing cure plans, and communicating effectively with internal and external stakeholders.

The ideal candidate is passionate about customer service and performance excellence, demonstrating self-motivation and a strong work ethic. Additionally, the candidate must possess excellent communication, analytic, problem-solving, planning, and coordination skills and the ability to develop and maintain strong business relationships and client trust. This role serves as a key mentor and spokesperson for the Delivery Manager team, representing the service in discussions and collaborations with cross-functional stakeholders.

PRINCIPLE DUTIES AND RESPONSIBILITIES:
•    Lead the creation and execution of comprehensive account plans to maximize the utilization of all Managed Services for customers. Collaborate with internal teams and customers to document and achieve customer goals, including strategic, tactical, and technical work with regular milestone checkpoints. Proactively monitor and address predetermined quality metrics to ensure customer satisfaction.
•    Serve as a subject matter expert and resource for team members, providing advanced education on best practices, facilitating customer training sessions, and identifying internal resources for support.
•    Drive overall customer satisfaction by partnering with Customer Support Managers and Product Management teams to address and prioritize client needs. Act as the voice of the customer (VOC) to influence product development and prioritize enhancements that align with client requirements.
•    Demonstrate effective project and time management skills by independently managing complex projects and meetings while adhering to strict deadlines.
•    Develop, create, and deliver compelling presentation materials for onsite and remote (Zoom) meetings, ensuring clear communication and customer engagement.
•    Provide mentorship and guidance to other delivery managers, refining processes and resource materials to enhance team performance. Lead by example to improve personal work ethic through continuous self-guided education.
•    Oversee customer activity and account health at a high level, promoting the adoption of GHX's recommended practices and ensuring alignment with customer goals.
•    Coordinate and manage the launch schedules of assigned product offerings, ensuring staffing needs are met and resources are effectively allocated

• Identify and develop new system enhancements to benefit departmental offerings, proactively driving innovation and process improvements.
• Independently create and execute performance action plans to address and resolve customer issues, ensuring high service and satisfaction.
• travel may be required (up to 20%)
  

Required Skills:

• Advanced proficiency in Microsoft Office applications, particularly Excel, with the ability to leverage these tools for data analysis and reporting.
• Exceptional written and verbal communication skills with a strong presence both over the phone and onsite.
• Expertise in all Managed Services products and platforms, with the ability to use this knowledge to contribute to the development of projects and Managed Services objectives.
• Strong ability to identify opportunities within client organizations and implement solutions that enhance efficiency and product value.
• High level of accountability and integrity, particularly when handling sensitive information.
• Excellent interpersonal skills, with a positive attitude and the ability to engage effectively with both business and technical staff within customer organizations.
• Proven problem-solving skills with the ability to address and resolve customer issues independently.
• Prior account management experience with a demonstrated ability to manage large and varying workloads effectively without direct support.
• Ability to identify areas for cost-saving enhancements or product improvements and implement process improvements to increase operational savings.
• Strong ability to participate in and provide constructive feedback during development meetings with customers and GHX executives.

Required Qualifications:

• Bachelor’s degree in business, Healthcare Administration, Supply Chain Management, or a related field.
• 5+ years of experience in healthcare supply chain, managed service, or customer success.
• Extensive experience in strategic account management, service delivery, and operational leadership.
• Prior experience leading teams and driving initiatives with enterprise-wide impact.
• Experience as an external spokesperson, engaging in thought leadership activities within the industry.

The compensation for this role is: $78,000-$104,000

The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary based on various factors, such as the candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us  here: https://www.ghx.com/about/careers/

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