Client Delivery Manager
SUMMARY
The Client Delivery Manager supports eCare service lines, and eCare current and potential customers. The Client Delivery Manager is responsible for customer relations and retention of assigned customers, providing ongoing support for cultural adaptation, service recovery and reporting. This individual will work closely with Client Relationship Executive assisting in the daily management of customers.
General Hours of Work: Monday - Friday (Days)
Exempt/Nonexempt: Exempt (Salaried)
Department/Unit: Corporate - Sales
Reports To: Executive Director of Sales Support and Operations
ESSENTIAL FUNCTIONS
1. Is responsible for customer and stakeholder meetings, consultation and service recovery.
2. Promotes integration of eCare service lines by supporting all facets of eCare service lines including but not limited to the following key areas:
- creation and/or coordination of presentations
- communicate customer changes to ensure productive and efficient eCare service delivery
- Take ownership of and manage multiple simultaneous projects and account details
- Play a key role in strategizing and implementing multi-faceted client management and retention plans, including tier assignment duties and overall annual visit strategy.
3.Is responsible for alerting eCare Leadership of potential issues affecting customer and stakeholder relationships.
4. Establishes and maintains effective working relationships with co-workers, between service lines, customers, and internal and external stakeholders
5. Discovers strategic business opportunities and passes those along to the Client Relationship Manager
6. Provides overall leadership and guidance for the customer retention effort including day-to-day management of assigned accounts
7. Provides service support to establish proper channels of information and communication
8. Assists identifying revenue growth opportunities from assigned customer base.
9. Creates recovery strategy and execute bringing resolution to service issues through cross-functional collaboration with eCare leadership to assess customer needs, provide market strategy insights, and determine service strategies
10. Builds a comprehensive map of the prospects’ potential business opportunities, profiling the decision-making process, and interviewing key decision makers
11. Supports marketing plan coordination and customization for each eCare service line.
12. Has the ability to travel and participate as needed in on-site customer meetings/working sessions, state medical associations, national conferences, and social events.
ESSENTIAL QUALIFICATIONS: The individual must be able to work the hours specified above. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required to perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, so long as the accommodations do not cause undue hardship to the employer.
EDUCATION and/or EXPERIENCE
- Bachelor’s degree from a four-year college or university in Healthcare, Communications, Business Management or related field and/or at least three to five years of experience in client management, business development, or public relations in a healthcare related field is required.
CERTIFICATION, LICENSURE, and/or REGISTRATIONS
- This position requires a valid driver’s license, and the employee is insurable by the Avel automobile liability insurance carrier.
ABOUT AVEL eCARE
Avel eCare is a nationally recognized leader in telemedicine, operating one of the most extensive virtual healthcare networks in the world. Based in Sioux Falls, South Dakota, Avel partners with more than 650 health systems, rural hospitals, clinics, and facilities to deliver innovative telehealth solutions. Our services span Behavioral Health, Critical Care, Emergency, Hospitalist, Pharmacy, Specialty Clinic, Senior Care, and School Health — impacting nearly two million patients annually.
For three decades, Avel has been at the forefront of healthcare innovation, developing telehealth solutions that reduce costs, save time, and remove barriers to quality care. Join our mission-driven team and help reshape the future of healthcare.
MISSION
“Every person and every community deserves access to high quality care. Avel’s experts collaborate with local clinicians through telemedicine, to deliver high quality care when and where it’s needed.”
VISION
“Avel eCare serves as a catalyst for change. We are creating a future of health care without boundaries through Service, Quality, Collaboration, and Innovation.”