Abacus Insights is a mission-driven technology company focused on transforming the healthcare data industry. Our goal is to create a more personalized patient experience, improve health outcomes, and lower the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights. In addition, our employees know that they play an active role in keeping our customers' data safe and are responsible for ensuring that our comprehensive policies and practices are met.
With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we have built an innovative data integration and management platform that allows healthcare payers access to historically siloed and inaccessible data. Through our platform, these healthcare organizations can ingest and manage all the data they need to transform their business by supporting their analytical, operational, and financial needs.
Since our founding in 2017, Abacus has built a highly successful SaaS business, raising more than $81 Million from leading VC firms with deep expertise in the healthcare and technology industries. We are solving problems of massive scale and complexity in a sector that is not only ready for disruption. We're growing quickly and would love for you to be a part of it!
About the Role:
We are seeking an experienced professional with client relationship management experience and expertise in implementing client solutions in the healthcare domain to join our Delivery team. The successful candidate will act as the primary contact for clients and oversee client implementations for a selected set of clients.
This role requires a blend of leadership, strategic thinking, operational acumen in the healthcare domain, and an understanding of healthcare data and clients' needs surrounding that data. The Client Delivery Account Executive must have a proven track record managing relationships with clients and overseeing client implementations of software or related technology. Qualities to succeed in this role include client communication and relationship management, leadership and team management, project management oversight, and strong negotiating skills.
As a Client Delivery Account Executive, you will focus on the following:
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Customer Relationship Management: Develop and nurture strong relationships with clients. Act as the main point of contact for clients, ensuring effective communication, understanding their needs, and managing expectations. Regularly check in with clients to gather feedback and assess satisfaction. Partner with Program Management, Sales, and Product Management to develop strong customer relationships, resulting in reference customers. Monitoring client satisfaction through feedback mechanisms and implementing improvements based on feedback.
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Project Oversight: Oversee the successful delivery of services or projects. Collaborate with project managers and internal teams to ensure projects are on track and meet client expectations. Identify and mitigate risks and troubleshoot any issues that may arise during project execution.
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Operational Expertise: Use your operational experience and knowledge to support internal teams and triage business requests and issues to the client's satisfaction.
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Needs Assessment and Contracting: Work closely with clients to understand their business objectives and challenges. Author Scope of Work and Statement of Work in collaboration with internal teams for solutions that meet client needs. Compile the holistic cost estimate for all new delivery implementations. Guide clients on the best use of products and solutions to achieve their goals.
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Budgeting and Financial Management: Collaborate with the finance department to create and manage budgets for client projects. Ensure projects are delivered within budgetary constraints and identify opportunities for cost savings.
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Client Education: Educate clients on the range of services offered by the firm. Provide insights into industry trends and best practices that could benefit the client.
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Client Retention and Growth: Identify and bring opportunities to the Sales Team to upsell or cross-sell additional services. Deploy strategies to ensure long-term client retention and loyalty.
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Quality Assurance: Monitor and assess the quality of products and services delivered to clients. Implement quality assurance processes to continuously improve service delivery.
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Collaboration and Coordination: Work closely with cross-functional teams, including business experts, technical business analysts, project managers, account executives, and data engineers to define and successfully implement client projects. Collaborate with Product Management to identify client-specific requirements that may translate into an existing standard product feature or a future feature on the product roadmap.
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Cross-Functional Communication: Serve as a bridge between the client and Abacus technical teams, effectively communicating business requirements to team members.
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Change Management: Oversee all net new requests from client, tracking resolution using internal project management tools.
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Process Improvement: Conduct process analysis and evaluation and implement process improvements that lead to better solutions and client satisfaction.
What we're looking for:
- Bachelor's degree in health care administration, Computer Science, Business, or equivalent experience
- 10+ years' experience in a client-facing role in service delivery, professional services or project management
- Occasional travel (approximately 10-15%) is required to reach clients' locations.
- Experience in the healthcare industry with a preference of Medicaid payer experience.
- Demonstrate understanding of CMS Patient Access Interoperability.
- Demonstrated success driving client-facing conversations and delivering value to clients for a combination of software and services.
- Demonstrated experience navigating complex customer environments to build relationships.
- Strong communicator who can leverage their domain expertise effectively with the client and build working relationships with internal and external team members. Ability to communicate succinctly and clearly, both verbally and written, across technical and non-technical audiences at multiple levels.
- Analytical thinker with the ability to understand and document business processes; elicit and identify implied needs and extract insights.
- Ability to de-escalate customer complaints.
- A high level of project organization, attention to detail, and time management.
- "Roll up your sleeves mentality" working side-by-side with your team.
- Demonstrated ability to thrive in a fast-paced, dynamic startup environment.
- Extra Credit: Knowledge of cloud technology and modern data technologies a plus.
The Client Delivery Account Executive will be encouraged to remain current with market trends by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations. This individual will be required to work with internal and external departments and able to position products, solutions, and services to be highly competitive to address market and client needs.
Equal Opportunity Employer
As a mission-led technology company that is helping to drive better healthcare outcomes, Abacus Insights believes that the best innovation and value we can bring to our customers comes from diverse ideas, thoughts, experiences, and perspectives. We are dedicated to building diverse teams and providing equal employment opportunities to all applicants. Abacus prohibits discrimination and harassment of any type in regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
