客户经理
Account Manager
在MCG，我们引领医疗行业为患者提供以患者为中心的护理。我们拥有一支由有才华的医生和技术专家组成的使命驱动型团队，他们开发基于证据的内容并创新我们的产品，以加速医疗保健的改进。如果您致力于改善美国的医疗体系，MCG期待您的加入。我们营造一个促进个人和职业成长的工作环境，现在是加入我们组织的激动人心时刻。通过具有意义影响的动态职位，您将能够充分发挥自己的潜力。此外，您还将享受世界级的福利以及我们母公司Hearst提供的安全、稳定和资源，Hearst拥有超过100年的经验。
作为客户经理（AM），您将成为MCG客户的首要联系人，解决账户问题和客户服务问题，并协调资源以满足客户需求。客户经理负责在整个客户生命周期中建立并维护与MCG客户的良好积极关系。该职位的业务范围包括中小型支付方和提供方客户。AM将评估并支持客户的日常需求。该职位需要充沛的精力、热情和出色的组织能力，以确保及时有效地进行客户沟通并完成所有分配的工作。AM会与团队协作，帮助客户实现目标，看到MCG内容和解决方案的价值，并认识到与我们组织持续合作的好处。
您将：
· 与指定的MCG客户建立并保持长期关系。
· 根据MCG/客户成功/客户管理政策和流程要求，定期进行业务回顾和客户接触。
· 学习并应用MCG客户成功工具包，以提升成果质量
· 管理日程和日历，以满足客户的需求，为内部MCG活动和相关方分配足够的时间。
· 研究并解决客户问题，这可能涉及发现讨论以及对MCG解决方案/服务、资源和流程的了解，以解决问题。
· 与适当的MCG员工和客户保持沟通，确保客户相关工作以积极、及时和高效的方式得到处理
· 进行定期接触，管理来电并及时响应客户请求。
· 重新
查看英文原文
At MCG, we lead the healthcare community to deliver patient-focused care. We have a mission-driven team of talented physicians and technical experts developing our evidence-based content and innovating our products to accelerate improvements in healthcare. If you are driven to enhance the US healthcare system, MCG is eager to have you join our team. We cultivate a work environment that nurtures personal and professional growth, and this is a thrilling time to become a part of our organization. With dynamic roles that offer meaningful impact, you'll be able to fully realize your potential. Plus, you'll enjoy world-class benefits and the security, stability, and resources of our parent company, Hearst, with over 100 years of experience.
As an Account Manager (AM), you will serve as the primary point of contact for MCG customers, addressing account questions and customer service issues, and coordinating resources to meet client needs. The Account Manager is responsible for building and maintaining strong and positive relationships with MCG clients throughout the customer life cycle. The book of business for this position is a mix of small to medium payer and provider customers. The AM will assess and support the client’s day-to-day needs. The position requires energy, enthusiasm, and exceptional organization to ensure proper and timely customer contact and completion of all assigned work. The AM works collaboratively to help customers achieve their goals, see the value of MCG content and solutions, and realize the benefit of ongoing partnership with our organization.
You Will:
· Establish and maintain ongoing relationships with an assigned list of MCG customers.
· Conduct regular business reviews and customer outreach in accordance with MCG/Customer Success/Account Management policy and process requirements.
· Learn and apply the MCG Customer Success Tool Kit to elevate the quality of outcomes
· Manage schedule and calendar to accommodate needs of customers, allocating sufficient time for internal MCG activities and stakeholders.
· Research and troubleshoot customer issues, which may involve discovery discussions as well as knowledge of MCG solutions/services, resources and processes to resolve the problem.
· Maintain communications with appropriate MCG staff and clients to ensure that customer-related work is addressed in a positive, timely and efficient manner
· Perform periodic outreach, manage inbound calls and respond to customer requests promptly.
· Research all client issues thoroughly, engaging MCG colleagues and resources as necessary to facilitate resolution. These may include contract-related questions, content/software inquiries, technical support, invoice questions, etc.
· Support MCG Finance team, assisting with basis verification, invoice follow-up etc.
· Work to understand and stay current regarding customers’ critical business issues, goals, challenges and pain points.
· Develop customer Outcomes Plan and Objectives to help drive customers toward achieving their goals.
· Document all client communication in CRM (i.e., Gainsight, Salesforce).
· Achieve mastery of Gainsight, leveraging various features, tools and technology to most effectively reach customers and document the engagement.
· Participate in special initiatives as required to address organizational data needs or solution promotion.
· Help anticipate and identify potential problems; Develop strategic approach to avert crises and identify creative problem-solving approaches.
· Represent the Account Management team on internal project teams, task forces, and special initiatives as requested by leaders.
What We’re Looking For:
· BA/BS degree
· Able to assess client needs, prioritize work and engage other resources as needed
· Experience in healthcare and/or software/technology service industries
· Experience with CRM solutions, especially Gainsight and Salesforce
· Experience in Account Management, Customer Service or other market-facing roles with proven results.
· Demonstrated ability to build relationships and resolve customer issues with quality in mind.
· Collaborative orientation with focus on customer outcomes and customer value
The above is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
Pay Range: $65,000 - 91,000
Other compensation: Bonus Eligible
Perks & Benefits:
💻 Remote work
✈️ Occasional travel expected for company-sponsored events
🩺 Medical, dental, vision, life, and disability insurance
📈 401K retirement plan; flexible spending and health savings account
🏝️ 15 days of paid time off + additional front-loaded personal days
🏖️ 14 company-recognized holidays + paid volunteer days
👶 up to 8 weeks of paid parental leave + 10 weeks of paid bonding leave
🌈 LGBTQ+ Health Services
🐶 Pet insurance
📣 Check out more of our benefits here:
We embrace diversity and equal opportunity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Only with diverse thoughts and ideas will we be able to create the change we want in healthcare. The more inclusive we are, the better our work will be for it.
All roles at MCG are expected to engage in occasional travel to participate in team or company-sponsored events for the purposes of connection and collaboration.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Note on interviews: We may use AI tools to audio-record and transcribe interviews for note-taking purposes. These are used only by our hiring team and do not make decisions on their own. Let us know if you prefer an alternative.
MCG is a leading healthcare organization dedicated to patient-focused care. We value our employees' unique differences and are an Equal Employment Opportunity (EEO) employer. Our diverse workforce helps us achieve our goal of providing the right care to everyone. We welcome all qualified applicants without regard to race, religion, nationality, gender, sexual orientation, gender identity, age, marital status, veteran status, disability, pregnancy, parental status, genetic information, or political affiliation. We are committed to improving equity in healthcare and believe that a diverse workplace fosters curiosity, innovation, and business success. We are happy to provideaccommodationsfor individuals. Please let us know if you require any support.
Originally posted on Himalayas