Senior Customer Engagement Manager

We are currently seeking a Senior 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. We are looking for candidates in the following states: Arizona, Colorado, Illinois, New York, Texas, and Wisconsin. You must be eligible to work in the U.S. without sponsorship.

This position reports to: Vice President of Client Services

Job Duties and Responsibilities

  • Manage large projects and high-visibility clients
  • Proactively and mostly independently resolve client issues
  • Manage and motivate teams, plan work assignments and schedules, make sure deliverables are completed on time
  • Build and sustain partnering relationships with clients responsible for decision-making at their organization
  • Thoroughly identify and clarify client’s scope of service prior to start of projects and or maintenance agreements
  • Understand and help facilitate the contracting process, managing contract services and SLAs, and manage reporting on our SLAs
  • Support growth activities within the contracts, including new enhancement requests and contract amendment process
  • For client enhancement requests, lead the work intake process for client requirements, support estimation process and client decision making process to approve the request. 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
  • Actively manage client financials related to funding requirements with positive financial outcomes
  • Identify assigned client’s objectives, needs and requirements by actively listening, probing, and identifying concerns
  • 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/or other team members to resolve customer issues and provide advice to our customers on leveraging our software providing top-notch customer service internally and externally
  • Assist with the generation and delivery of product training and overviews 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
  • Manage the end-to-end relationship for national and international governmental and public health projects from implementation through transition and support
  • Represent Envision as a subject matter expert for 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
  • Actively participate in supporting new project implementations from start to finish
  • Mentor Client Engagement Managers and Client Support Analysts in best practices
  • Identify and champion process and product improvement

Required and Preferred Qualifications

Required

  • 5+ years in client-facing roles with project management background
  • 5+ years in public health
  • Customer support experience
    • Proven Customer Service, Listening, Phone and Email Skills: Leveraging email and phone to resolve problems by clarifying the customer’s issues. Resolving customer issues to the customer satisfaction.
    • Advanced Product Knowledge, Problem Solving, and Technical Savvy: Reproducing problems in software and consulting with team members to determine root cause
    • Conflict Resolution
    • Documentation Skills
    • Advanced Analysis Skills
  • Business Analyst Skills: analysis, requirement gathering, testing and documentation
  • Proven Cross Functional Team Collaboration Skills
  • 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

Preferred

  • Project Management Professional (PMP) Certification
  • Project Management Skills; scheduling, risk/issue management, Agile Scrum

Required Education

  • Master’s Degree in Public Health or related field; OR
  • Bachelor’s Degree in Public Health or related field with 10+ years of experience in public health

Preference will be given to Candidates with experience relating to

  • Message-based applications including HL7
  • Immunization Information Systems for Public Health
  • CDC programs and initiatives: VTrckS, VFC (vaccines for children), CDSi (Clinical Decision Support of Immunization), IQIP
  • Public Health Case Management Systems for HepB
  • Pandemic Response Activities
  • American Immunization Registry Association MIROW (Modeling of Immunization Registry Operations Workgroup) best practices
  • Contract management including financial and SLA management

Required Background and Traits

  • Excellent communication, interpersonal and relationship-building skills
  • Strong customer service skills focused on exceeding customer expectations
  • Record of building effective relationships throughout the organization and the public health sector
  • 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
  • Ability to recommend and implement process improvement

Benefits

  • Salary Range: $95,000 to $145,000. Compensation will be determined based on relevant experience and qualifications

For general employment information at Envision, see  Benefits, Hiring, and Employment Policies.

Please submit resumes and salary requirements to: resumes@envisiontechnology.com and include “Senior Client Engagement Manager” in the subject line.