Client Services Manager - East Coast

The Client Services Manager (CSM) at InDemand Interpreting is responsible for providing exceptional account management and support for their assigned healthcare organizations. The CSM manages the relationship from implementation, throughout the life of the contract and serves as the primary liaison with InDemand, accountable for all aspects of the relationship from (but not limited to): implementation, contract performance, operational excellence, and strategic planning for retaining and expanding the customer s language access programs. Deliverables: * Stellar transition from Sales to Client Services. Creates a detailed implementation plan to achieve or exceed forecasted total contract value. * Customer happiness and commitment to on-going relationship with InDemand. As demonstrated in renewals, 100% of our customers will serve as a reference account and/or provide a case study, blog/publish about their experience with InDemand, provide sales lead(s) and timely payment of invoices. Achieve 70%+ Net Promoter score among portfolio of accounts. * Retain and renew assigned clients * Expand monthly minutes and revenue by expanding usage and number of users and/or value-added services. Meets regularly with clients and provides a 90 day, year one and on-going client strategy work plan in conjunction with the client. Client Services Manager Specific Job Responsibilities: * Introduced to client at time of contract signing (sometimes during the sales process if appropriate) and serves as key strategist, consultant, and contact for the client including initial implementation (shared with implementation manager). Liaison with internal departments including IT, customer support, site operations, finance, sales and marketing. * Account Launch Planning, Strategies and Tactics, First 90 Days, First Year and Beyond * Liaison with internal departments drives operational launch based on requirements gathered along with Deployment Manager * Develop and execute strategy for inpatient and outpatient usage * Learn more about client s pain points/needs around interpreting services allowing InDemand to continually innovate and improve * Develop promotional plans for keeping InDemand s video remote interpreting services relevant and active * Use analytic tools to investigates quality and star rating metrics outside of InDemand s average ratings to ensure a high quality, excellent experience for end users * Interface with IT, customer support, interpreting services, and finance on behalf of client and for client needs * Monthly meeting (or as appropriate per client) with each account in CSM s portfolio reviewing performance and identifying opportunities and/or areas for improvement. Reviews include: * Reporting/trending (standard reporting) * Custom/Ad Hoc as needed to demonstrate trends, issues or areas of success * Performance management against strategy/customer goals; celebrate high satisfaction and address barriers to high satisfaction with InDemand * Improvement plans where needed * Develops ROIs or cost savings analysis as needed * Feed testimonial stories to marketing and leads to sales * Introduce/propose new InDemand initiatives * Builds relationships at executive level including: executive leader overseeing interpreting services, chief nursing officer and key leaders in active departments * Review of client invoices for accuracy and understanding of usage * Takes on a minimum of one operational project annually to improve overall inter-departmental and client processes **It is the policy of InDemand Interpreting not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.
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