Customer Development Manager III

The Customer Development Manager III is the primary account manager for strategic ePay customer relationships. The CDM III will develop and manage customer relationships to achieve payment portfolio growth, profitability, and revenue retention goals. At GHX we believe in fostering an inclusive workplace where everyone feels valued and supported. We are committed to building a team that represents a variety of experiences, perspectives, and skills.

Key Responsibilities

• Develop and execute strategic and tactical account plans for large accounts in alignment with established payment portfolio and business strategies to increase customers’ product utilization, implement best practices for the procure to payment cycle, and achieve portfolio growth and revenue retention targets
• Proactively utilize customer and ePay information to develop and execute customer payment strategies
• Collaborate with internal and external partners to drive overall customer satisfaction and a consistent customer experience focused on growth and retention
• Support onboarding efforts for new suppliers in the network
• Act as the voice of the customer providing feedback for continuous improvement within the ePay organization
• Assess portfolio risk and ensure referenceable customers within assigned base
• Support ePay sales and operational teams as necessary

Key Duties

• Facilitate and manage required customer touchpoints and business reviews including open issues, scorecards, key performance indicators (KPIs), and benchmarking
• Obtain and utilize provider or supplier spend information to develop and execute payment strategies
• Ensure and communicate performance to contract compliance, which may include performing monthly or quarterly analysis for spend volumes
• Prepare business review reporting and metrics and present to customers, document action items, maintain meeting minutes, and complete action items
• Monitor and maintain KPIs specific for customer account management model, work with customers to address and resolve outlier issues
• Serve as the escalation point for customer issues
• Identify customer training needs or gaps and provide appropriate resources
• Other duties as assigned

Key Competencies

• Excellent written and verbal communication skills
• Self-motivated with solid work ethic
• Ability to develop and maintain business relationships
• Analytical, detail-oriented with demonstrated project management skills
• Ability to work in a fast-paced, evolving environment while managing multiple priorities
• Ability and willingness to travel up to 20%
• Ability to work remotely/from a home office
• Demonstrated financial acumen in finance and accounting principles
• Proficient in Microsoft Office with intermediate skills in Excel

Required Education, Certifications, and Experience

• Minimum 3-5+ years of experience in a Customer Success Manager or similar Account Development role, including:
• Direct engagement with middle management to senior level decision-makers in large healthcare organizations
• Revenue growth and retention responsibility of $3M or more
• Bachelor’s degree in finance or comparable business degree and/or commensurate experience.
• We are looking for someone who is proficient in the role requirements, but who also brings a unique perspective of thought to our team. GHX encourages all eligible candidates to apply and is dedicated to providing equal opportunities for qualified applicants.

Preferred Qualifications

• Experience working directly or indirectly in healthcare finance or payments/ financial services industry
• Experience using Salesforce.com

Estimated salary range: $78,000 - $104,000 plus commission

The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/

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