Customer Relationship Manager
The Customer Relationship Manager (CRM) is a highly qualified and motivated professional responsible for building long-term, trusting relationships with the key organization’s customers. The CRM assists in developing optimal program content, engaging product development and subject matter expert teams as needed. The CRM identifies opportunities to grow the customer base and expand the products that enhance the customer’s program’s quality goals. The CRM should be strategic and analytical and find best solutions to problems to ensure maximum customer satisfaction.
The CRM will possess excellent communication skills and maintain the core values of the organization. The CRM, in conjunction with other organizational team members, will conduct quality assurance surveys to determine customer satisfaction and use the findings to improve on areas which increase customer satisfaction. This position will coordinate with internal and external Quality Improvement specialists in newborn screening functionality, information system interoperability and integration, as well as work closely with Implementation, Customer Support, and Sales to ensure that all staff preserves relationships with clients. The CRM will engage with team members on federal and state contracts and participate in related webinars to assure communication for programmatic success. These will include NCHAM, NewSTEPS APHL, INBSI among others. A working understanding of IHE and / or H7 standards is preferred.
Customer Relationship Manager Responsibilities:
- Understand customer’s contractual obligations by reviewing the customer’s contract.
- Monitor deliverables project plan and advocate for project prioritization.
- Review obligations as needed (but not less than quarterly) with the customer to assure all obligations are met.
- Communicate and review contractual obligations as needed but no less than quarterly with the organization’s teams in product development, implementation, training. and customer support to assure understanding and compliance with contract.
- Assist and act as liaison between customer and the organization related to content creation and program design as needed.
- Provide program support as defined in the contract for meetings including but not limited to planning, agendas, minutes, and follow-up.
- Identify continuous quality improvement goals with customer that can be used to monitor programmatic success and facilitate communication.
- Resolve customer issues quickly and efficiently.
- Participate in departmental strategic planning and competitive landscape analysis
- Provide contract renewal and customer satisfaction status updates to leadership.
- Provide program support as defined in the contract, including but not limited to status meeting planning, agendas, minutes, and follow-up.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.
Basic Qualifications:
- BS/BA degree and 3-5 years of experience in public health or newborn screening
OR
- AS/AA degree and 5-7 years of experience in public health or newborn screening
Preferred Qualifications:
- Master's Degree in public health, public health education, audiology, or genetic counseling Or bachelor's degree in public health, public health education, communication sciences and disorders, curriculum/instructional design.
- Proficient in all Microsoft applications.
- Superior product knowledge.
- A team player with ability to be flexible
- Leadership skills.
- Experience in basic project management tools.
- Advanced proficiency with MS Office Suite, typing, word processing, proofreading, writing, and reading comprehension.
- Capable of working under deadlines and handling multiple projects with competing priorities and numerous stakeholders.
- Excellent interpersonal skills and customer service oriented.
- Exceptional written and oral communication skills.
- Ability to anticipate team and project needs.
- Well-organized and detail oriented.