Senior Partner Services Manager/CDH at Edina

Senior Partner Services Manager

The Senior Partner Services Manager (PSM) is responsible for overseeing the Partners product and service satisfaction through the adoption of best-practices, process improvements, and productive use of Evolution1 products. Manage overall operations and service relationship.

Essential Responsibilities:

Responsible for Evolution1service performance against service objectives, including quality- and on-time execution on deliverables

Manage partner service expectations in coordination with Partner Account Executive business development plans including upsell, growth and cost savings opportunities. This is accomplished through quarterly service reviews, project insight and strategic product and technical reviews with the Partner for the purpose of defining, measuring and improving client satisfaction.

Oversee the response and coordination of requests for best practice recommendations and custom development inquiries; Statement of Work activity coordinating with ProfessionalServices team.

Represent Partners needs in product development and participate in Roadmap process for assigned partners. Act asPartner Service Advocate in all Evolution1 discussions driven by Client feedback, metric trending and operational efficiencies.

Support on-time, satisfactory implementation of new Partners and ensure smooth transition to service model.

Coordination and monitoring of high level client deliverables and service delivery issues to support strategic plans and drive continued service improvement.

Responsible for building and maintaining Partners loyalty which results in Partners references. This is accomplished through developing an atmosphere of honesty and trust with the Partners, positioning Evolution1 as a lasting strategic partner.

Keep current on best service practices in order to enhance Partners overall effectiveness.

Support Partners work on procedural direction to maintain full compliance with system, regulatory and contractual obligations.

Responsible for supporting Partners work on operational efficiencies.

Plan, prepare and conduct meetings with Partners (onsite as needed)and internal teams, including creating and delivering service presentations.

Handle escalated Partner situations internally and externally.

Actively participate in cross-functional workgroups to positively impact product and service delivery to Partners while striving to continuously improve communication.

Coordinate and communicate new software release information on required timetable and manage UAT as applicable with Partner and development teams.

Responsible for planning/working with Partner to ensure successful open enrollment season.

Proactively monitor service trends and identify training opportunities for Partners delivery teams.

Manage/coordinate launch of new products (ie: adding HSA) or large key employers with Partner.

Ideal Qualifications:

5-7 years of experience with healthcare product ideally service and administration

5-7 years of experience successfully managing partners in a healthcare environment

3-5 years of experience managing outcomes across a software delivery environment

Ability to influence and drive results across cross functional teams

Experience with healthcare software platform delivery

Located in one of our primary locations (Simsbury, CT; Edina, MN; Fargo, ND; St. Louis, MO)

Ability to travel up to 20%

Country: USA, State: Minnesota, City: Edina, Company: Evolution1.