Team Lead, Senior Account Manager

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Mission
We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs.  Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Values

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

Job Description

The Senior Account Manager – Team Lead will be responsible for providing direct leadership to a team of Delivery Specialists and Support Specialists ensuring that the team meets client expectations by efficiently managing and delivering projects with quality and accuracy.  The Senior Account Manager – Team Lead will have overall awareness and direct oversight to all assigned client / account programs, develop client relationships and ensure we are providing added-value and actionable insights. This position will ensure that clients are kept informed with regular project updates and overall account reviews, while addressing any pain points and delivery gaps/escalations.

The Senior Account Manager – Team Lead will also lead individual client projects focused on Regulatory and Off-Season CAHPS programs and be responsible for the set-up and ongoing maintenance for data collection and reporting, including survey design, building, and report/dashboard configuration on multiple platforms. This person is the liaison between the client, the Press Ganey account team, and other stakeholders throughout the project and is expected to meet client expectations accurately and consistently, while developing relationships and identifying ways to delight their client contacts with value added service.

Responsibilities include:

• Partner with Member Experience (MX) leaders to ensure overall client satisfaction by proactively leading the team in addressing needs and prioritizing work.
• Oversee timely and accurate client deliverables.
• Provide management oversight and a path of escalation for customer relationships and delivery oversight while support team members work through obstacles and deliverables.
• Provide on-going support and drive team engagement, development, and coaching of direct reports.
• Provide day-to-day leadership oversight to a team of Account Manager and Support Specialists.
• Support direct client work and quality check deliverables, as needed.
• Act as main point of contact for subset of large or strategic clients.
• Partner with client through pre-launch testing
• Manage project timelines (client facing and internal) to ensure on time survey launch, completion, and reporting
• Lead kick off calls at the start of project in order to appropriately set client expectations
• Track r