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Juvare Client Success Manager, Public Health & Healthcare in ATLANTA, Georgia

JUVARE is a worldwide leader in emergency preparedness and critical incident management and response technology. Juvare solutions empower government agencies, corporations, healthcare facilities, academic institutions, and volunteer organizations to leverage real-time data to manage incidents faster and more efficiently, protecting people, property, and brands. JUVARE Mission Statement: Juvare’s mission is to strengthen and optimize information sharing to empower preparedness and response professionals to protect people, property, and brands. JUVARE Core Values: Client Focused (Maximize positive client impact.), Courageous (Be bold. Speak up. Take action.) and Curious (Embrace the art of the possible.) JUVARE Value Statement: Juvare means “to help.” We believe that by partnering with our clients to understand the challenges they face, and pursuing solutions with curiosity and courage, we will maximize the positive impact we have on the preparedness and response community, and those they serve around the world. JUVARE Tagline: Prepare. Connect. Respond. Job Summary: The Client Success Manager (CSM) works with clients to ensure that they are receiving the tools and support needed to achieve their goals. This includes advising them on buying decisions and providing best practices on the optimal use of Juvare software. CSMs build and maintain relationships with key client stakeholders; develop a deep understanding of the problems that our clients are trying to solve; represent our clients’ perspectives in internal meetings; and effectively grow the commercial relationships under our care. We are looking for someone with demonstrated passion for and deep experience in public health, healthcare emergency preparedness, or critical incident response. The successful candidate will have or quickly develop proficiency in our software solutions and build rapport with our clients so as to effectively share best practices and lead high-impact meetings. This person will serve as the first point for client escalations; effectively manage complex buying cycles; and ensure that clients find Juvare easy to do business with. As a key member of the Public Health and Healthcare Vertical, this person’s individual success will be measured by tangible markers of client success, client retention, and business development quota attainment. Location: Downtown, Atlanta, GA Reports to: Vice President, Public Health & Healthcare Responsibilities: Serve as the lead point of contact for all client account management matters. This means: Identifying key decision makers and stakeholders and building and maintaining long-lasting and high-trust relationships with them. Identifying and tracking opportunities and challenges within the assigned client base Ensuring that clients are aware of latest solution features and best practices. Highlighting the ROI or value received from client use of Juvare solutions in your regular meetings. Mediating client issues and knowing when and how to escalate issues to other parts of the organization. Build and strengthen the Juvare Community™. This includes: Surfacing useful, inspirational, or exceptional client use of our solutions for sharing in informal lunch-and-learn or webinar sessions with other clients. Planning and executing on “Office Hours” around urgent topics that impact our stakeholders. Leading meetings with all levels of audiences including C-level, management, and end-users. Manage renewals and deepen commercial relationships: your goal will be to maintain and deepen our commercial relationships in alignment with our Core Values. This includes: Ensuring timely renewals for existing contracts. Identifying and engaging with stakeholders who would be interested in using our solutions for new use cases. Identifying and engaging stakeholders who would benefit from new modules or solutions. In conjunction with the Proposal Writer, managing and responding to RFPs. Negotiating and closing agreements to maximize long-term value for Juvare and our Clients. Be the voice of the Client to Juvare. This means: Providing timely updates using Salesforce to keep leadership informed of risk, opportunity, and deal status. Tracking and Providing timely updates using JIRA to keep other departments aware of issues and escalations. Collaborating with peers and leadership to ensure that your expertise helps us – as a company – to understand our clients and industry better than anyone else. Advocating on behalf of the Clients to ensure that we are easy to do business with. Know or determine what the “right” thing to do is, and do it. As knowledge workers, we deal with complexity and ambiguity that can sometimes defy a checklist, but by using our Core Values and our existing process infrastructure, you can nevertheless simply and solve the problem. Some non-exhaustive examples include: Understanding and being aware of Juvare information security policies and standards. Always protecting company and client information. Promptly informing the Compliance Officer or hot line of any information security issues. Maintaining compliance with Juvare policies. Take on other duties as assigned. Skills and Qualifications: Bachelor’s Degree required. 5+ years of experience in emergency preparedness, emergency management, or public health. A verifiable track record of working in teams to solve complex problems with a high degree of ambiguity and changing priorities. A demonstrable ability to effectively communicate with and present to a range of stakeholders. Superior attention to detail. Substantive experience in managing multiple complex sales processes as a seller or as a buyer. Ability to safely and successfully perform essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. “Juvare is an Equal Opportunity, Affirmative Action employer.”

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