Distributor Relationship Manager at Echo Health Inc – Cleveland, Ohio

Job purpose

The primary role of the Distributor Relationship Manager (DRM) is to maintain strong relationships with Distributors to help achieve retention and growth objectives year over year. The Distributor Relationship Manager will work in conjunction with Senior Leadership in building out a client servicing delivery model for DPX Direct clients and DPX Channel Partners. The Distributor Relationship Manager collaborates with department leads and other management to ensure the most effective service delivery to clients. Assist client constituents by applying industry knowledge and expertise, while providing reporting and analysis insight and understanding. Establish and maintain relationships with appropriate internal partners and work collaboratively across business functions to ensure customer needs are met.

Duties and responsibilities

Ø Partner with Sr. Leadership, Sales, and Operations to build out client service model, including but not limited to identifying CRM and survey tools

Ø Build relationships with assigned clients and guide team members in managing the client relationships they are responsible for

Ø Support the service & administration of DPX products to achieve client satisfaction and profitable growth

Ø Monitor client activity and Monthly Scorecards for assigned book of business, identify and report on trends and variances

Ø Proactive and reactive support of client issues

Ø Identify retention strategies and product enhancement to promote retention and organic growth through client feedback

Ø Resolution of issues to ensure client expectations are satisfied; provision of feedback and status updates; conducting and delivering Root Cause Analysis and Corrective Action Plans

Ø Ensure ongoing communication with the client by attending annual, semiannual, and/or quarterly meetings/phone calls

Ø Obtain feedback on the utilization of DPX's client facing applications

Ø Conduct regularly schedule client surveys; review and report results to Sr. Leadership. Propose solutions where applicable.

Ø Analyze client performance, support client initiatives, understand each client individually and retain this information for the organization

Ø Be knowledgeable of the healthcare system and the payer industry

Ø The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Qualifications

Ø Bachelor's degree (B. A. or B.S) from a four-year college or university, or equivalent combination of education and experience

Ø 3+ Years of Account Management or equivalent experience required

Ø Must be proficient with MSOffice and Adobe Writer tools including: MSWord, MS Power Point, and Excel

Ø Must be able to work in a fast-paced, ambiguous environment and quickly adapt to change

Ø Must be able to quickly sort through complex subject material by using strong analytical skill-set; ability to effectively use data for strategy

Ø High level of productivity, reliability, responsibility, attendance, dependability, organization and accuracy/thoroughness

Ø Some travel will be necessary

Working conditions

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical requirements

While performing the duties of this job, employees are regularly required to sit, walk and stand; talk or hear, both in person and by telephone; use hands repetitively to operate standard office equipment; reach with hands and arms and lift up to 25 pounds.