Product Delivery Manager, Healthcare-People

Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We help healthcare organizations build innovation capabilities and accelerate key growth initiatives, enabling organizations to own the future, instead of being disrupted by it. Together, we empower clients to create sustainable growth, optimize internal processes and deliver better consumer outcomes.

Health systems, hospitals and medical clinics are under immense pressure to improve clinical outcomes and reduce the cost of providing patient care. Investing in new partnerships, clinical services and technology is not enough to create meaningful and substantive change. To succeed long-term, healthcare organizations must empower leaders, clinicians, employees, affiliates and communities to build cultures that foster innovation to achieve the best outcomes for patients.

Joining the Huron team means you’ll help our clients evolve and adapt to the rapidly changing healthcare environment and optimize existing business operations, improve clinical outcomes, create a more consumer-centric healthcare experience, and drive physician, patient and employee engagement across the enterprise.

Join our team as the expert you are now and create your future.

As part of the Product team within the People Business Unit, the Product Account Manager oversees a portfolio of clients and Product Account Navigators. This role is responsible for managing systems and processes necessary to deliver an exemplary client experience, ensuring client success and delight across three of the SaaS products within the healthcare product portfolio and driving revenue retention.
The Product Account Manager partners with counterparts within the business and within Global Products to ensure the delivery work is aligned with the strategic customer experience plan, while expanding business impact to existing clients and prospects.
This role reports to the Director of Product Delivery and Design, and is a key collaborator in the enhancement of delivery operations and execution.

Leadership:

• Manages a team of senior and associate Product Account Navigators and/or analysts
• Manage performance of the team
• Drive Engagement Health
• Think critically on overall team initiatives and ensure consistent processes; compile teams to complete special projects related to processes such as process improvements and client experience
• Serve as accountable party for the quality of delivery for the product book of business for self and direct reports
• Support in the development and execution of a strategic customer experience plan
• Support interactions between Consulting teams pertaining to client engagement, value attained, and retention, and ensure consistent practice for direct reports
• Collaborate and lead a segment of the team through client value articulation: reporting, data analysis, documentation creation and general client support.
• Co-lead and deliver against operational processes and drive cycles of improvement aligned with team strategic roadmap
• Collaborate with other product team managers in product workstream calls, planning, and delivery activities
• Collaborate with partner product account manager to provide regular updates to the Director of Product Delivery & Design on the status of delivery operations, including team performance, project progress, and any potential issues or risks as it relates to scoped book of business
• Ensure capability and compliance of self and team for required business processes

Support Sales and Client Delivery

• Client relationship manager, responsible for systems and processes necessary to deliver an exemplary client experience, business processes to support the clients, support growth
• As needed, participate in business development and sales prospect activities, including RFP pursuits and orals presentations, and product demonstrations
• Co-lead and assist the team in creating and adopting sales ready assets including presentation, proposals, and renewal quotes
• Manage client renewals
• Achieve budgeted product revenue
• Identify and disseminate outcomes and best practices through analysis of reports to produce case studies or white papers, as applicable, regarding effective partner utilization and outcomes of tools
• Review pipeline through Salesforce to aid in the closing of revenue targets
• Attend and present at industry conferences and Huron Conferences to promote products
• Contact management in coordination with rules of engagement at the healthcare and enterprise levels

Create a Best-in-Class Client Experience

• Lead client delivery for assigned accounts
• Own relationship and delivery of services to clients
• Acquire and act strategically on knowledge of account business objectives, goals, culture, decision-maker concerns, market and needs to deliver appropriate client-focused solutions
• Ability to own the start-up process for new product installations for clients from expectations through launch, and transition into post-implementation delivery practices
• Serve as a project manager and/or account lead for product only accounts
• Proven ability to manage large and/or complex organizations with multiple online learning channels; ability to manage contract details, ensure service level agreements are met or exceeded as aligned to client goals and delivery methodology
• Professional and polished written and verbal communication skills; ability to effectively communicate across internal and external teams from incoming user requests to strategy calls with C-suite leaders 
• Analyze and bring forward next steps to increase product usage and/or additional product/service opportunities found during data analysis  
• Ability to cross-collaborate across the Learning Solutions team, Customer Success team, and other partnering teams to help support client engagement work  
• Ability to assist with evolving product offerings, bringing forward ideas to enhance current digital offerings and/or create new courses/collections  
• Collaborate within a team environment to meet established team and company goals      
• Create and deploy customized value-add communications aligned with the organizations’ strategic plans and course completion by individual leaders
• Meet or exceed upsell goals with products within client portfolio
• Manage product implementations and pipeline forecasting for ongoing revenue recognition within 30 days of signature.
• Deliver onsite and virtual training to new partner and non-partner organizations on the use of product tools and resources for maximized utilization
• Ensure training materials and content are always current and that the delivery of training materials is optimized to meet customer needs
• Conduct ongoing user and admin training for product solutions addressing opportunities to improve utilization
• Provide new and updated thought leadership linking product application and process execution to improved results

Education, Experience, and Skills

• Bachelor’s Degree required
• US work authorization required
• Minimum of three years’ experience in project and team management required
• 4-6 years of client delivery work required, 3+ years SaaS specific preferred 
• Able to manage a team and complete client work  
• Must be organized, detail-oriented, and exhibit leadership in innovating solutions, refining support processes, and collaboration with colleagues and clients. Understanding of Learning Management System administration and curriculum planning experience required
• Superior skills in Microsoft Word, Excel, PowerPoint required.
• Hospital or healthcare experience preferred
• Demonstrate performance driven, self-motivated, results driven attitude when working independently
• Demonstrate excellent phone, written, chat/IM, email and in person business communication skills
• Navigate, propose solutions and resolve problems between people, process and technology
• Ability to work in a rapidly changing, fast-paced environment, prioritizing and organizing work accordingly
• Ability to complete projects on time and in budget
• Open collaborative style; ability to work in a team environment with minimal supervision
• Comfortable working in an environment where ideas are shared and challenged

• The estimated base salary range for this job is $95,000-$130,000 .  The range represents a good faith estimate of the range that Huron reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. This job is also eligible to participate in Huron’s annual incentive compensation program, which reflects Huron’s pay for performance philosophy.  Inclusive of annual incentive compensation opportunity, the total estimated compensation range for this job is $109,250-$162,5. The job is also eligible to participate in Huron’s benefit plans which include medical, dental and vision coverage and other wellness programs. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.

Posting Category

Healthcare

Opportunity Type

Regular

Country

United States of America