Customer Relationship Manager

SYNCRONYS is seeking applicants for a Customer Relationship Manager. The Customer Relationship Manager (CRM) responsibilities include developing long-term relationships with a portfolio of clients, connecting with key customers and stakeholders. Customer Relationship Managers liaise between participants and cross-functional internal teams to ensure the timely and successful delivery of HIE solutions according to customer needs. The ideal candidate will manage and develop customer accounts to initiate and maintain favorable relationship with customers. The CRM maintains SYNCRONYS’ existing relationships with clients to ensure they will continue to use SYNCRONYS services and confirms clients receive requested products, services, and training in a timely fashion.

As a CRM you will:

o Be the primary point of contact and build long-term relationships with customers.

o Identify leads for new HIE users based upon their clients’ referral patterns and relationships in the community.

o Interact with customers via email, phone, and in person to provide support and information on products and service.

o Develop a trusted advisor relationship with key accounts, customer stakeholders and users.

o Ensure the timely and successful delivery of our solutions according to customer needs and objectives.

o Conduct demonstrations of the portal/product to potential clients and customers.

o Conduct basic training of portal functions and use case applications for clients.

o Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.

o Forecast and track key account metrics.

o Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

o Keep current clients satisfied and delivering exceptional client service on a day-to-day basis.

o Monitor and analyze customer's usage of our products and services and perform follow-up

o Responsible for collaborating with the internal team to onboard and integrate new clients and developing existing client relationships.

o Liaise between the customer and internal teams.

o Maintains customer accounts and records of customer interactions with detail through updating the customer relationship management software system.

o Stay current with federal, state, and local reimbursement programs and emerging regulations that impact their customer base.

o Update job knowledge through educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.

Core Competencies:

• Proven experience working with clients and customers in a business relationship environment.
• Demonstrated ability to lead, present and influence credibly and effectively to clients and client groups.
• Experience in delivering client-focused solutions based on customer needs.
• Proven ability to manage multiple client requirements at a time while paying strict attention to detail.
• Excellent listening, negotiation, and presentation skills.
• Excellent customer service skills with proven negotiation skills.
• Excellent interpersonal, verbal and written communications skills.
• Self-motivated and able to thrive in a results-driven environment.
• Natural relationship builder with integrity, reliability, and maturity.
• Ability to prioritize among competing tasks.
• Critical thinking and problem-solving skills.
• Excellent time and project management skills. You are always looking to improve inefficient processes.
• Keen attention to detail and adherence to deadlines.
• Expert at Microsoft Office Suite, Google Apps, CRM and help desk support software.

Requires a bachelor's degree (60 college credits and eight years of relevant healthcare experience may be substituted for a degree) in business, healthcare, information services or related area.

o At least 5 years of experience in the field or in a related area.

o Familiar with the New Mexico healthcare landscape and deep digital understanding.

o Preferred experience with payors and/or health systems.

o Preferred experience with informatics, data analytics and/or healthcare information technology and EMR experience.

o Rely on extensive experience and judgment to plan and accomplish goals to meet customer needs.

o Preferred clinical background in nursing or as an allied health professional.

**Salary is determined based upon education and experience combined.

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

COVID-19 considerations:
SYNCRONYS follows guidance from the State and from the CDC regarding COVID-19.

Ability to commute/relocate:

• Albuquerque, NM 87109: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• Bachelor's (Preferred)

Experience:

• Customer Relationship Manager or equivalent: 5 years (Required)

Work Location: One location