Account Management Support Specialist

Company Description

Press Ganey 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.

Our Mission:

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

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• 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. 

This position is 100% remote but will only be considering applicants from Eastern and Central standard time zones.

The Account Management Support Specialist operates as a member of a team to implement, configure, and maintain client data ingress, surveying and reporting throughout the lifecycle of the client’s partnership with Press Ganey. With expertise in Press Ganey software applications and business procedures, they are responsible for supporting Delivery Specialists in gathering client specific requirements and product configuration. This role requires a client centric focus to deliver prompt issue resolution, meet implementation timelines, target dates and internal service level agreements.

Duties and Responsibilities:

• Work with Implementation team to address client data, surveying, and reporting requests
• Use software tools to configure, test and validate all member experience products
• Responsible for client support throughout the implementation or on-going support cycle
• Prioritize workload and manage timelines to meet client target dates for projects and implementations
• Serve as first level support to triage, troubleshoot and find the right expert to quickly resolve client requests
• Troubleshoot and resolve any issues while appropriately escalating to next level support or manager as needed
• Serve as first level support for QC efforts
• Support other department initiatives, as needed
• To work #bettertogether, we operate with a hybrid working model. For those near a hub location, we gather in our office locations three days a week (Tuesday, Wednesday, Thursday). For the remaining days, we work from home.

Qualifications:

• 1-2 years of relevant experience in information technology, health care, project management or operations role
• Excellent written and verbal communication skills are required
• Working knowledge of technical concepts (such as software, databases, data imports, and APIs)
• Excellent analytical, organization and problem-solving skills
• Strong attention to detail
• The ability to remain up-to-date with the latest software developments
• Proficiency with Microsoft Office (Excel, Word, Outlook, etc.)
• Ability to handle stressful situations
• Knowledge of Health Plans and member experience is preferred

Education:

• Bachelor’s degree in a related field is preferred but not required.

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