IT Customer Success Manager

GENERAL SUMMARY:

Establishes and maintains positive working relationships with external customers who use IT solutions provided by the Bryan Health Information Technology department; communicates often through regularly scheduled meetings and proactive updates before change occurs. Works with Bryan Health external customers to help them work through IT problems, set and deliver on realistic expectations, break down barriers, and share the Bryan Health vision and strategic roadmap. Serves as the face of Bryan Health and is the primary point of contact to these external customers. Gathers feedback and identifies opportunities for improvement, and coaches external customers to get the most out of the solutions provided by Bryan Health IT. Shares Bryan Health successes and best practices as well as Bryan Health expectations of external customers, while also understanding the unique needs of each external customer.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Meets on a regular basis with the primary point of contact at each external customer site.

3. *Ensures external customers are aware of and adhere to all Bryan Health expectations including policies and procedures; escalates when appropriate.

4. *Reviews metric performance with external customers and facilitates education on opportunities for improvement.

5. *Validates external customers have all necessary tools to utilize the Bryan Health IT solutions and connects external customers with the appropriate Bryan Health experts for any identified gaps utilizing the standard IT processes.

6. *Creates and manages external customer project schedules to ensure overall project success, emphasizing innovative solutions, value management, quality assurance, functional efficiency and client satisfaction.

7. Adheres to internal Project Management best practices and PMP methodology and procedures; learns, fully understands and uses all Bryan Health planning and implementation tools to improve the course and outcome of projects.

8. *Identifies the scope, goals, objectives, requirements and limitations of projects for external customers.

9. *Assesses the impact of projects by supporting activities that meet the respective project aims, communicating with team members, resource managers, senior management, departments and sponsors regarding the project, determining measures that assess the level of project success and using external comparisons and benchmarks to establish organizational standards for project management.

10. *Assimilates large volumes of information from different sources and visualizes/analyzes relationships between parts/whole; recognizes, respects and incorporates the diverse ideas, perspectives and values of team members to meet organizational and project objectives.

11. *Develops and implements quality improvement planning, measurement and improvement cycles related to external customer projects as assigned.

12. *Plans, executes and manages the tasks, phases and deliverables of the project based on the identified project goals and objectives; closes the project when completed and captures the knowledge accrued.

13. Advances work knowledge by participating in continuing education inservices, reading periodicals/literature and seeking ongoing development opportunities.

14. * Provides ongoing monitoring and status of budgetary performance specific to the external customers.

15. Develops effective collaborative relationships with stakeholders across the Bryan Health System and external customers.

16. Serves as a liaison between external customers and Bryan Health resources.

17. Assists with the development and administration of an effective customer service plan to capture, prioritize and resolve external customer IT issues and concerns.

18. Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest trends in field of expertise.

19. Participates in and/or leads meetings, committees, strategic planning, and department projects as assigned.

20. Performs other related projects and duties as assigned.

(Essential Job functions are marked with an asterisk "*").

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of operations, workflow and processes related to Bryan Health IT.

2. Knowledge of the health care industry from the practice management perspective as well as from the health care delivery perspective.

3. Knowledge of computer hardware equipment and software applications relevant to work functions.

4. Knowledge of system development life cycles and project methodologies.

5. Ability to communicate effectively both verbally and in writing.

6. Ability to effectively interact with clients having a broad range of computer knowledge and ability.

7. Ability to establish and maintain effective working relationships with all levels of personnel and medical staff.

8. Ability to organize, prioritize, and implement work assignments.

9. Ability to plan for and act on changes in the business and market environment that impact current business plans and processes.

10. Ability to analyze problems, identify needs/priorities/risks, manage change and implement effective work strategies.

11. Ability to manage the scope, time, cost, complexity and quality of IT projects.

12. Ability to translate project purpose and vision into measurable, obtainable outcomes.

13. Ability to plan, organize and coordinate multiple tasks/projects with minimal supervision.

14. Ability to monitor budget and predict buying/spending patterns in alignment with the medical center strategic objectives.

15. Ability to lead multi-disciplinary teams.

16. Ability to coordinate multiple services and functions among staff in frequently high stress situations in order to achieve project goals.

17. Ability to utilize knowledge of formal and informal organizational structures to escalate issues and facilitate effective decision making at optimal times.

18. Ability to utilize leadership and teamwork skills to freely gain support and cooperation from coworkers throughout the organization and external vendors.

19. Ability to maintain confidentiality relevant to sensitive information.

20. Ability to prioritize work demands and work with minimal supervision.

21. Ability to maintain regular and punctual attendance.

22. Excellent skills in conflict diffusion and resolution.

EDUCATION AND EXPERIENCE:

Bachelors Degree in Health Administration or Business Administration; or an equivalent combination of management and technical experience, and education/training. Minimum of five (5) years leading moderate to large projects using established project management methodologies required. Minimum of two (2) years of experience in related healthcare or business area required. Previous experience with implementing Epic required. Minimum of five (5) years of experience in the analysis, design, implementation, support, and maintenance of computer systems preferred. Experience in leading multidisciplinary teams preferred.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT) - Characterized as sedentary work requiring exertion up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.