Senior Director Account Support

 

Senior Director Account Support

 

What you will be doing:

Given our business model, where our customers have recurring contracts for cost and clinical technology and services customer engagement is vital to long-term profitability. We will not be successful unless our customers are receiving value from our technology and services. As such, we need an executive to own driving success across our member accounts. This role includes responsibilities for the ITS member segment activities (e.g., adoption, advocacy, retention, coaching account mgmt. skills, etc.) and outcomes (e.g., renewals, up -sell, etc.). This position will ensure members are maximizing the value of the relationship, with a significant focus on helping to shape strategies to drive member cost and quality improvements, identifying performance improvement opportunities, documenting member ROI, and increasing revenue growth via the adoption of Premier’s suite of solution offerings. This position serves as the conduit to promoting Premier’s broader value proposition to the membership

This role is part of the MFS operational leadership team and will be responsible for accounts within the Zone account management team (i.e., work with Zone account team members at assigned accounts). Their core responsibilities will include supporting a unified culture across the organization, support team in develop strategies and goals for their assigned accounts, drive member value through support of the “customer aligned journey model” specific to install, adopt, support and value tracking.

Their performance will be measured based on the following key performance indicators (targets will be set annually):

    •    Renewal rate
    •    ROI/Value
    •    Relationship interaction

This position will work and function as an integral part of Premier’s member facing teams which includes colleagues from product, sales, group purchasing and advisory services - helping to challenge the status quo to ensure that members will be successful in an era of healthcare reform implementation and beyond

This person will have key competencies in, understanding a broad range of healthcare industry challenges, account management, healthcare technology clinical and/or cost, ability to work with marketing/sales/product and a track record of meeting/exceeding goals.

Key Responsibilities

Responsibility #1– 30%

Performance Management: Support the Premier account management team on account planning, renewal, and business retentions processes, developing member value/ROI, upsell/leads, presentation strategies/positioning and building member relationships across the multiple roles (CFO, VP Quality, COO, CMI, CIO, etc.).

Responsibility #2 – 30%

Strategic Planning & Value Engagement: Ensure the Zone leadership and account management team understands the account member’s strategic and fiscal position, expressed goals and unexpressed needs, current level of satisfaction with value delivered by Premier and openness to deeper engagement.  Drive standardization of practices, reporting and presenting value.

Responsibility #3 – 30%

Customer-Facing: Direct customer interaction and in some cases ownership via business reviews; partnering with Sales team on sales opportunities; and co-owning large member relationships.

Responsibility #4 – 5%

Collaboration: Engage peers across the Premier alliance to maintain relevant knowledge and bring forward best practices in cost, quality, safety, and collaboration that will enhance the profile and service delivery by the team.

Responsibility #5 – 5%

Performance improvement projects, other as assigned

​Required Qualifications

Work Experience:

Years of Applicable Experience - 10 or more years

Education:

Bachelors (Required)

 

Preferred Qualifications

Skills:

       •     Performance Improvement Consulting experience
       •     Account management experience leading large health systems
       •     Client Management experience
       •     SaaS or Consulting experience

Experience:

       •     Consulting
       •     Business Intelligence
       •     Sales
       •     Account Management
       •     Health System Leadership

       •     Salesforce

Education:

Master’s Degree preferred