Client Operations Specialist - Remote

Published date Posted on Indeed on Oct 07, 2021 (13 d ago)

About Press Ganey:

Press Ganey pioneered the health care performance improvement movement 35 years ago. Today Press Ganey offers an integrated suite of solutions that enable enterprise transformation across the patient journey. Delivered through a cutting-edge digital platform built on a foundation of data security, Press Ganey solutions address safety, clinical excellence, patient experience, and workforce engagement. The company works with more than 41,000 health care facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care.

Position Description/Overview:

The Life Sciences Implementation Manager (IM) will serve as a primary point of contact for clients and will coordinate and conduct activities alongside the Client Success Manager (CSM) throughout the client’s onboarding experience. Following a post-sales handoff, the IM will co-own the implementation process with the CSM through maintenance phase and handoff to the Client Success and Support Teams. IMs serve an important role for setting clients up for success by partnering with key stakeholders to facilitate full alignment on project expectations including product needs, timelines, and implementation strategy. The high-level goal of the role is to instill client confidence and trust from day one through clear communication of product needs and timelines, and by keeping all parties (internal and external) accountable to deadlines to ensure a successful implementation.

Life Sciences implementations are highly custom and involve large data sets, which require the IM to act as a liaison between the various teams, both internal as well as external. The right candidate for this role will embody entrepreneurial thinking, take an analytical and strategic approach to each client engagement and the role itself, and will be a master of using good judgment and thinking on their feet. While an engineering-level of technical knowledge is not required, the IM should feel confident and comfortable explaining and conceptualizing how our various solutions work with a variety of unique client business needs. The role also requires an understanding in the dynamic between digital agencies and pharmaceutical brand managers, the roles, and motivations of different parties within such clients and will learn how to navigate these complex organizations to ensure maximum alignment and client satisfaction.

Duties & Responsibilities:

  • Own and execute alongside the CSM all aspects of client implementations including project management, product configuration, QA/Testing, and the coordination of engineering resources/sprints.

  • Collaborate between multiple departments and teams to reconcile competing priorities to maximize overall client satisfaction and project success.

  • Form strong relationships with clients by serving as the client champion, understanding, and communicating client feedback internally and holding individuals accountable to deadlines and needs.

  • Measure project success metrics and identify improvements needed in a continuous improvement model.

  • Identify and escalate challenges and risks associated with implementation and client satisfaction to supervisor and other senior team members before problems become critical.

  • Collaborate with the Client Success team to set up clients for success and ensure a smooth client launch.

  • Focus on attaining client retention and 100% satisfaction in both the product and the implementation experience.

Minimum Requirements:

  • 3+ years of relevant experience in a client-facing project management, consulting, or strategy & operations role.

  • Working technical knowledge of database administration/SQL, data imports/exports, APIs, and software development processes.

  • Ability to build efficient processes and systems based on PDSA methodologies and continuous improvement thinking.

  • Experience working at or working with pharmaceutical companies and/or UX design projects.

  • Proven track record of successfully delivering complex projects and attaining high client satisfaction.

  • Excellent verbal, written and communication skills.

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position.

In order to ensure a healthy and safe work environment, Press Ganey requires all of its associates to be fully vaccinated against COVID-19, or have an approved medical or religious exemption, prior to their start date to enter any of our locations or to visit with a client. Associates who cannot receive the vaccine because of a disability/medical contraindication or sincerely held religious belief may request an accommodation to this requirement.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.


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