Senior Technical Support Engineer I
Smarsh
Cloud
Salary
💰 $62,700 - $78,300 per year
Job Level
Junior
About the role
- Reporting to the Manager, Implementation Services; responsible for delivering assigned implementation projects and ensuring a high quality of service to GHX customers.
- Oversee day-to-day implementation and operations aspects of client relationships, achievement of service levels, and execution on key projects with focus on client utilization and satisfaction.
- Manage implementation to project objectives, follow project plans, and work with client organizations to manage priorities and expectations.
- Develop, track, and report against customer-specific project plans; maintain and communicate project status, including identifying risks and mitigation strategies.
- Provide train-the-trainer customer education and lead process/application training sessions as needed; assist customers with deployment of GHX products.
- Coordinate with other GHX departments and Solution Delivery staff to ensure customer objectives are met.
- Work towards operational excellence and continual quality improvement to drive optimal customer experience and internal efficiency.
- Participate in development and maintenance of best practice implementation methodologies.
Requirements
- Customer-focused professional with a passion for excellence and experience with healthcare IT implementation projects.
- Exceptional client management, project management and interaction skills.
- Self-motivation and a strong work ethic are essential to success.
- Must possess outstanding communication, analytical, planning, coordination, and negotiation skills, as well as a track record of developing and maintaining strong business relationships.
- Bachelor’s degree in a related field, or combination of education and equivalent work experience.
- Proven history of success (typically 1-2 years) in an implementation or project management role, preferably in a healthcare IT environment.
- Basic understanding of health care supply chain.
- Ability to configure applications, with knowledge of front-end business process applications.
- Experience or competency to perform application training sessions to customer project teams, lead process and application training sessions.
- Ability to manage data in Excel/import export.
- Strong knowledge of project management methodologies.
- Experience with project reporting.
- Ability to excel in a high-energy, collaborative team environment.
- Excellent interpersonal, oral/written communication, organizational, analytical and problem-solving.
- Ability to manage multiple priorities.
- Dedication to customer service, with strong client management skills.
- Ability to work with cross-functional teams and personnel at varying levels of the company and customer organizations.
- Exceptional people and change management skills.
- Proficiency in Microsoft Office applications (Word, PowerPoint, MS Project, and Excel).
- Ability to work with limited supervision.
- Superior organizational and problem-solving.
- Strong verbal, writing and presentation delivery skills.
- Ability to travel up to 25% travel.
