Client Success Manager POST NUMBER: 6120391003
Pivot Point Consulting enables healthcare organizations to realize the most value from their technology and resources through Managed Services, Data & Analytics, EHR, ERP, Advisory, Virtual Care and Cybersecurity services. Its award-winning industry experts deliver Consulting, Managed Services and Talent Solutions to providers, payers, life sciences and technology organizations.
The firm is currently ranked #1 Best in KLAS: Managed IT Services and has been repeatedly recognized as a top performer by KLAS in multiple categories, including #2 Best in KLAS: Partial IT Outsourcing (renamed Managed IT Services in 2023) and Best in KLAS: Overall IT Services Firm in 2022 and #1 Best in KLAS: Overall IT Services Firm in 2020. For more information, visit pivotpointconsulting.com.
Description:
The Client Success Manager (CSM) oversees multiple client engagements; ensuring PPC understands and meets/exceeds client expectations, cultivates a healthy client relationship and regularly engages with consultants. The position will collaborate with business stakeholders, business leaders and subject matter experts to plan and deliver projects effectively and timely.
Essential Job Functions:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.
Duties and Responsibilities:
- Build relationships with the client, consultant(s), ACE team and engaged recruiters
- Regularly check-in with clients and consultants to ensure deliverables/expectations are met, consultants are successful and share regular updates with the ACE team and engaged practice
- Proactively escalate challenges or concerns
- Screen potential candidates for projects
- Meet with Client Managers on a regular basis to proactively check in on consultant performance
- Mentor and coach PPC team members to increase the aggregate knowledge of the team
- Identify business development opportunities and collaborates with the Account Manager and Client Executive
- Assist with the development of methodology, processes and tools to help the team mature
Engage in client work as a billable resource when appropriate
The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Desired Competencies:
- Accountability - Holds self and others accountable to meet commitments
- Communicates effectively - Develops and delivers written and verbal communication that conveys clear understanding of different audiences and their levels of comprehension; active listener to ensure clear understanding
- Customer focus - Builds strong customer relationships and delivering customer-centric solutions
- Situational adaptability - Responds to changes, delays, or unexpected events in a positive manner; adapts working style to best fit a given situation with a strong work ethic
- Emotional Intelligence: Maintains a high level of self-awareness and the ability to appropriately identify, manage, and respond to the emotions of self and others.
- Written Communication: Develops written communication that is clear, concise, grammatical, and influential.
- Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation.
- Leadership: Self-directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical.
- Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection.
- Social Confidence: Exhibits self-confidence in social settings and when dealing with others.
Education and Experience:
- 5 years healthcare IT delivery
- Business development experience
- Bachelor’s degree required
- EMR certification preferred
- PMP preferred
Location: Remote
Travel Requirements:
Up to 25% as required by engagement
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco LLC and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco’s HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.