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Pivot Point Consulting enables healthcare organizations to realize the most value from their technology and resources through Managed Services, Data & Analytics, EHR, ERP, Advisory, Virtual Care and Cybersecurity services. Its award-winning industry experts deliver Consulting, Managed Services and Talent Solutions to providers, payers, life sciences and technology organizations.

The firm is currently ranked #1 Best in KLAS: Managed IT Services and has been repeatedly recognized as a top performer by KLAS in multiple categories, including #2 Best in KLAS: Partial IT Outsourcing (renamed Managed IT Services in 2023) and Best in KLAS: Overall IT Services Firm in 2022 and #1 Best in KLAS: Overall IT Services Firm in 2020. For more information, visit pivotpointconsulting.com.  

Description :

The Client Success Manager (CSM) oversees multiple client engagements; ensuring PPC understands and meets/exceeds client expectations, cultivates a healthy client relationship and regularly engages with consultants. The position will collaborate with business stakeholders, business leaders and subject matter experts to plan and deliver projects effectively and timely.

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Essential Job Functions:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills, and abilities required.

Duties and Responsibilities :

• Build relationships with the client, consultant(s), ACE team and engaged recruiters  

• Regularly check-in with clients and consultants to ensure deliverables/expectations are met, consultants are successful and share regular updates with the ACE team and engaged practice  

• Proactively escalate challenges or concerns

• Screen potential candidates for projects

• Meet with Client Managers on a regular basis to proactively check in on consultant performance   

• Mentor and coach PPC team members to increase the aggregate knowledge of the team  

• Identify business development opportunities and collaborates with the Account Manager and Client Executive  

• Assist with the development of methodology, processes and tools to help the team mature

Engage in client work as a billable resource when appropriate 

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions .

Desired Competencie s :  

• Accountability - Holds self and others accountable to meet commitments

• Communicates effectively - Develops and delivers written and verbal communication that conveys clear understanding of different audiences and their levels of comprehension; active listener to ensure clear understanding

• Customer focus - Builds strong customer relationships and delivering customer-centric solutions

• Situational adaptability - Responds to changes, delays, or unexpected events in a positive manner; adapts working style to best fit a given situation with a strong work ethic

• Emotional Intelligence: Maintainsa high level of self-awareness and the ability to appropriately identify, manage, and respond to the emotions of self and others.

• Written Communication: Develops written communication that is clear, concise, grammatical, and influential.

• Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation.

• Leadership: Self-directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical.

• Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection.

• Social Confidence: Exhibits self-confidence in social settings and when dealing with others.

Education and Experience :  

• 5+ years healthcare IT delivery

• Business development experience

• Bachelor’s degree required

• EMR certification preferred

• PMP preferred

Location : Remote

Travel Requirements:

Up to 25% as required by engagement  

Vaco, LLC (“we,” “our,” or “Vaco”) respects your privacy and is committed to providing a transparent notice of our Notice at Collection and Privacy Policy for California Residents. This Notice and Privacy Policy for California Residents applies solely to those who reside in the State of California (“consumers” or “you”). For additional details, click here (https://www.vaco.com/terms-privacy/) .

California residents may also access Vaco’s HR Notice at Collection for California Applicants and Employees (https://www.vaco.com/wp-content/uploads/2021/03/VACO-Modified-Regs-HR-Notice-at-Collection-Final-1-converted.pdf) .

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.