International Customer Support (Strategic Account Manager)

Shift Timing - 5.30 PM - 2.30 AM IST , 9.00 PM - 6.00 AM IST

Position Overview:

As a Strategic Account Manager, you will act as a focal point of contact after the client goes live. The critical aspects of this job are to manage customer relationships, expectations, customer business assessment, risk analysis and customer satisfaction.

Job Functions / Responsibilities:

• Communicate with assigned clients to assess their comfort level with the eClinicalWorks EHR, understand their business operations, and help them reach their goals through our Know Your Client initiative.
• Understand your clients practices including growth opportunities and risks so that you recognize and act upon opportunities to maximize the benefits of EHR implementation.
• Carry out detailed SWOT analysis for clients to identify and document potential issues, assess impacts, and recommend solutions.
• Analyze practices and recommend products, features, and/or services to improve clients workflows and patient care.
• Manage client requests and expectations by working with internal eClinicalWorks teams, including Interfaces, Project Management, Technical Support, Development, and Information Technology
• Cultivate lasting relationships with clients, seeking ways to increase customer satisfaction.

  Requirements:

• Bachelors degree or Masters degree (preferred).
• Healthcare, account management, and/or technology experience are a plus.
• Strong interpersonal communication skills, including the ability to work with clients at all levels, from executive management to individual teams, providing insightful analysis to technical and non-technical audiences alike.
• Strong analytical and problem-solving skills.

  Other Skills and Abilities:

• Effective collaboration across teams and organizational levels.
• Multitasking ability in a fast-paced and often stressful work environment.
• Confidence in using individual discretion while dealing with clients.
• High work capacity, with a commitment to urgency and results. Honesty and dependability,
• Combined with a positive, professional, and polite manner.
• Ability to work autonomously and proactively.
• Familiarity with basic workplace conflict resolution skills.