Govt. Team - Client Success Manager

General Position Description

This position is responsible for the management of clients’ post implementation. This includes product training and optimization. The goal is to facilitate client success and to increase usage of the PAR Bins system by expansion of the system into additional departments within the client. The Client Success Manager is a key leader in the ongoing management of their assigned accounts, working across PAR Excellence functions to help coordinate resources and activities on behalf of the client.

The ideal candidate will demonstrate comprehensive knowledge of the healthcare supply chain and ability to apply PAR Excellence Systems’ technology in a consultative manner to existing clients to improve their operations.

Duties and Responsibilities

Ensures client success and satisfaction by engaging with the customer in value added support
Collaborate with the Technical Training Manager to provide product training for both hardware and software pre and post implementation as needed
Conduct routine client visits to assigned accounts to assist with improving utilization of the PAR Excellence system
Prioritize accounts and focus by using customer segmentation
Provide remote and/or onsite consultative expertise to help resolve non-technical support issues
Review and provide feedback on training and technical materials developed by internal departments
Serve as a SME to internal stakeholders regarding product development and testing
In collaboration with the sales team, prepare and conduct Quarterly Business Reviews, highlighting the value the Client has received because of implementing the PAR Excellence System
Pursue account penetration sales opportunities (in collaboration with sales team) with existing clients to help achieve revenue goal
Up to 10% of time may be billable to the Client
Use territory management and planning to stay within travel budget
Support all other activities, projects and tasks as deemed necessary by Senior Client Success Manager and V.P. of Client Operations

Required Knowledge, Skills, and Abilities

Ability to work independently as well as in a team environment
Self-motivated, detail-oriented and organized
Proficient in Outlook, Excel, Visio and other Windows-based programs
Excellent oral and written communication
Outstanding Client service skills
Extensive travel required

Required Education, Credentials and Experience

Four-year degree
Completion of Level 3 or above of Account Management/Implementation training Plan or equivalent relevant experience
Healthcare Supply Chain Knowledge and Experience
Previous client management experience a plus