Delivery Manager II

Customer Relationship Management:

• Cultivate and maintain customer relationships to increase understanding and utilization of all Provider Managed Services products.
• Provide support via phone, email, and on site to customers and GHX coworkers for escalations and product issues.
• Monitor predetermined quality metrics and implement resolutions if metrics are below acceptable levels; escalate when needed.

Project Management and Implementation:

• Lead implementation of managed services solutions for new customers and work closely with cross-functional teams to ensure successful project kickoff.
• Work closely with Solutions Delivery, Sales, and Customer Success Managers to oversee all phases of the implementation process.
• Coordinate launch schedules of assigned product offering base and ensure staffing needs are met.

Team Mentorship and Process Improvement:

• Mentor team members through daily tasks and refine processes and resource materials where areas of improvement have been identified.
• Actively identify development opportunities of new system enhancements to benefit department offerings.
• Critically think to resolve technical problems and identify the cause of an incident to gather necessary data for resolution.