As the Client Relationship Manager (CRM), you are responsible for all strategic planning, account management, and for the overall success of Appriss' relationship with assigned client accounts. Success will be measured by strategic and tactical account leadership and oversight of all account activity. The primary focus of the role is to develop relationships with state government decision makers and primary contacts within existing client base in order to successfully meet commitments and continue to expand utilization of Appriss' solutions. The Client Relationship Manager also works with Product, Engineering, Implementation and Technical Support teams to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client's business.
Key Responsibilities
Serve as the day-to-day point of contact for the clients taking the lead in delivery.
Establish and maintain client relationships with key stakeholders including at the highest level of decision-making authority within client organizations.
Become a trusted advisor to client stakeholders to enhance overall customer experience.
Demonstrate clear understanding of the market and the client environment including open opportunities, strategic priorities and issues.
Work with client support, product management, operations and engineering to deliver scopes of work, proposals and software enhancement request documentation in a timely, accurate and professional manner.
Responsible for managing contractual commitments and contract deliverables which includes existing projects.
Accountable for managing contract renewals/extensions of current business, application/project additions and other required contract related modifications.
Become a subject matter expert on applicable product and service value propositions.
Train new customers, enabling new features, helping them identify initial goals and objectives, and working with them to develop a plan to execute.
Work with client to programmatically measure success.
Qualifications
Bachelor's degree and 3+ years of project management/account management experience in healthcare software or similar environment
Experience building and managing relationships, including interacting with all levels of management (both internally and client-focused)
Experience with contract management and negotiation
Strong problem solving and analytical skills and the ability to "roll up your sleeves" and work with a client to create timely solutions and resolutions
Ability to execute and prioritize a large number of tasks in a fast-paced environment, must be a self-starter
Ability to work independently and to participate in cross-functional teams
Possess process and change management skills
Subject matter expertise and dedication to remaining current with industry changes
Outstanding communication (written and oral), presentation and interpersonal skills
Proficient in Microsoft Office applications, specifically Excel, PowerPoint, and Word
Helpful / Preferred
Prior experience in healthcare and government segments
Experience with a software or healthcare technology company
Working knowledge of prescription drug monitoring and/or behavioral health industry knowledge
Extensive experience in client management or account management
Travel
Ability and willingness to travel up to 30% of the time to client sites, stakeholder meetings, and conferences/seminars.