Client Engagement Manager
We are currently seeking a Client Engagement Manager to join our expanding national team with headquarters in Greenwood Village, CO. The ideal candidate has a public health background/passion, desire to help the world be a healthier place to live in, customer focus and a keen interest in public health technology. This is a permanent position in which you’ll enjoy a competitive salary and benefits package (medical, dental, and vision insurance, 401(k), etc.), a casual work environment, and flexible hours. You must be eligible to work in the U.S. without sponsorship.
This position reports to: Director of Client Engagement
Job Duties and Responsibilities
- Build and sustain partnering relationships with clients responsible for decision-making at their organization
- Identify and clarify client’s scope of service prior to start of project and or maintenance agreements
- Help facilitate the contracting process, managing contract services and SLAs, and manage reporting on our SLAs
- Support growth activities for current and new clients including estimation activities and demonstrations
- For client enhancement requests, guide the work intake process for client requirements, support estimation process and client decision making process to approve the request
- Maintain an understanding of client’s contract(s) and financials
- Begin to leverage subject matter expertise in immunization registries and public health case management best practices to guide our software developers to develop the best solutions on behalf of our customers
- Collaborate (in both written and oral format) with customers and other team members on ideas, designs, and issues (both technical and non-technical)
- Work with customers and other team members to resolve customer issues
- Assist with the generation and delivery of product training to existing and new customers
- Assist with the creation of end-user documentation geared to the public health sector
- Assist with the testing of software releases prior to deploying an upgrade to a customer
- Represent Envision in national committees and workgroups through the American Immunization Registry Association (AIRA) and the Centers for Disease Control and Prevention (CDC)
- Participate in industry meetings and conferences
- Support new project implementations from start to finish
- Support process improvement and change management activities across the organization
Required and Preferred Qualifications
Required:
- Public Health experience (immunization preferred)
- Customer support experience
- Customer Service, Listening, Phone and Email Skills: Leveraging email and phone to resolve problems by clarifying the customer’s issues
- Product Knowledge, Problem Solving, and Technical Savvy: Reproducing problems in software and consulting with team members to determine root cause
- Conflict Resolution
- Documentation Skills
- Analysis Skills
- Business Analyst Skills: analysis, requirement gathering, testing and documentation
- Collaboration Skills
Preferred:
- Agile Scrum experience
- Training experience
- Courseware Development: Designing computer training manuals by identifying and describing information needs; using desktop publishing; submitting initial versions for review; revising and editing final copy
- Presentation Skills: Conducting training classes by presenting job-specific, company-specific software computer application classes
Required Education
- Bachelor’s Degree in Public Health or related field
Required Background and Traits
- Self-starter willing to work in a dynamic environment with minimal supervision
- Ability to produce high quality work in a timely fashion
- Ability to troubleshoot issues
- Strong analytical and software problem-solving skills
- Effective verbal and written communication skills
- Self-motivated to learn and keep up with the latest technologies, tools, and industry trends
- Strong organization and time management skills
- Proficiency in Word, Excel, PowerPoint, and Visio
- Understanding database principles
- Ability to learn new software quickly
Benefits
- Salary Range: $80,000 to $115,000. Compensation will be determined based on relevant experience and qualifications.
- Eligibility for variable quarterly bonuses, based on both company and individual performance, after 3 months of employment
- Health, Dental, and Vision Insurance
- 401(k) retirement plan with employer match
- Casual work environment
- Paid Time Off (PTO) and flexible hours
- Work from home (WFH) options available
For general employment information at Envision, see Hiring and Employment Policies.
Please submit resumes and salary requirements to: resumes@envisiontechnology.com and include “Client Engagement Manager” in the subject line.