Customer Service & Support Jobs in Atlanta, GA (Now Hiring) — 4,021 open — Page 6

Overview:

Virtual Technology Executives (VTE’s) at Abacus are passionate about leveraging technology to drive positive change in the healthcare industry and possess the skills and experience needed to shape the future of healthcare through innovative and transformational technology solutions.
 
VTE’s lead strategic initiatives for Abacus clients primarily in the ambulatory and Federal Qualified Healthcare sectors. As a Virtual Technology Executive, you will play a crucial role in advising and collaborating with our clients to meet their business objectives through innovative technological solutions. Your responsibilities will include formulating strategic goals, aligning transformational initiatives with client budgets, analyzing and optimizing business processes, and facilitating technology changes. This role offers an exciting opportunity to drive positive change and innovation in the healthcare industry.

Essential Role and Responsibilities:

• Collaborate with healthcare clients to understand their strategic objectives and challenges.
• Formulate and communicate strategic goals and initiatives to address client needs.
• Advise clients on technology trends and solutions that align with their business objectives.
• Work closely with clients to align transformational initiatives with budgetary constraints and resource allocations.
• Lead efforts to rework and streamline business processes to enhance efficiency and effectiveness.
• Stay current on industry trends, regulations, and best practices related to healthcare technology.
• Work in support of Solution Design, Client Success and Sales Teams.
• Provides prospect/client guidance through short- and long-term strategic planning; continuously being mindful of where Abacus may contribute to the client’s long-term business success.
• Monitor and evaluate the effectiveness of technology solutions, making adjustments as needed to ensure alignment with business goals.
• Ensure appropriate client stack adoption.
• Ensure healthy gross margin of clients by analyzing service tickets and types and identify opportunities for service delivery efficiency improvements.
• Provide recommendations for potential new hardware/software stack opportunities based on identified trends and client needs.
• Strong relationship builder with effective verbal and written communication skills with the ability to collaborate within the internal Abacus team and maintain a productive rapport with clients.
• Work to add additional value to the Abacus relationship as a whole.
• Evaluate with the client their full scope of IT needs including other 3rd party relationships to help ensure they have good partners and good pricing. Try to find cost savings in other vendors applications.
• Help assist the client with making technical decisions outside of the Abacus services and help negotiate pricing.
• Qualifies potential matches for Abacus Managed and Professional Services; builds rapport and establishes trust; asks questions to discover client business needs; applies product and market knowledge effectively; Presents solutions that meet customer objectives; Manages and documents Quarterly (or as needed based on client) Business Review process.
• Provides prospect/client guidance through short- and long-term strategic planning; continuously being mindful of where Abacus may contribute to the client’s long-term business success.
• Client Service: Maintains calm, pleasant, respectful attitude, displays empathy and courtesy; Resolves difficult or emotional situations; Delivers promptly on commitments; Takes responsibility for resolving customer issues; Submits client feedback to improve service.
• Identifies at-risk client relationships and leads the team to correcting any identified issues.
• Sets and manage potential clients’ expectations, and convincingly oversee the delivery of comprehensive proposals that provide ROI and to show payback justification.
• Ensures that clients are so satisfied that they readily agree to be strong, positive references for future clients. Proactively develop client testimonials.
• Build, foster, maintain and fortify strong, positive relationships with all participants in the client review process and ongoing meetings.
• Build, foster, maintain and fortify strong, positive relationships with all participants during all phases of new and ongoing projects to ensure client satisfaction.
• Ensure overall coordination during multiple project implementations. Oversee the construction and execution of detailed client approved project plans.
• Obtain and maintain CHPSE certification.
• Where appropriate, serve as communication interface between the client, the sales team, services teams, and any others involved.
• Works with Service Delivery Leadership and Client Success Managers to compile effective QBR reviews and applies judgement and industry knowledge to prioritize recommendations.
• Continuous evaluation and improvements executed against Abacus proven processes.
• When appropriate, attend relevant vendor, industry, and client events.

Qualifications and Experience:

Education:

• Bachelor's degree in information technology or related field is preferred.
• MSP specific experience strongly desired
• ConnectWise experience is preferred
• Project Management (PMP) certification is preferred

Experience:

• 5+ years in an IT Business related role working with C-Level and IT Management. 
• Complete HIPAA Privacy Security Expert Certification (CHPSE) is preferred.

Knowledge, Skills, and Abilities:

• Communications - Verbal:  Listens and repeats back for clarification; Communicates in understanding manner; Adapts tone and style to individual; Communicates clearly with all audiences; Demonstrates effective presentation skills; Presents persuasively when appropriate.
• Communications - Written: Writes in an understandable manner; Communicates clearly and efficiently; Adapts writing style to audience; Checks work for spelling and grammar; Incorporates numerical data effectively; Formats documents for quick review.
• Business Ethics: Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Negotiation Skills: Clarifies interests and positions of all parties; Adjusts tactics to achieve desired results; Manages conflict, manipulation, and strong emotions; Develops alternative options for mutual gain; Builds consensus through give and take; Maintain knowledge of solution pricing policies and sales initiatives.
• Demonstrated Sales Skills: Achieves sales goals; Overcomes objections with persuasion and persistence; Maintains customer satisfaction; Maintains records and promptly submits information; Displays tenacity with the ability to handle rejection.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit.
• Time Management: Plans how to achieve key priorities weekly; Reviews results of time plans weekly; Schedules time realistically; Achieves key priorities daily; Balances personal and professional objectives.
• Relationship builder: Builds ongoing business relationships with prospective clients and with new and established clients based upon personal integrity and achieving proposal goals.
• Motivator: Leads by example with a positive, achiever attitude resulting in results-rich, enjoyable client, manager, and staff work environments.
• Leadership: Mentors less senior managers and staff to achieve successful implementations, thus enhancing their careers as well as company goals.
• Executive Influencer: Capable of presenting to and influencing at the C-level.
• Possesses strong business and IT hands-on experience.
• Ideally, the successful candidate will have experience with diverse hardware platforms, software products, desktop technology (Windows and/or Apple), client/server, open systems protocols, etc.
• Client relationship management experience and competence is required including detailed, clearly documented, client business development, presentations and plan approvals for small and large-scale projects.
• Experience is required with clients’ business and technology issues relative to the identified client business goals.
• Maintain a good attitude in stressful situations.
• Maintain and advocate for a high degree of professionalism when dealing with vendors, clients and internal stakeholders.
• Understands the importance of clear and concise documentation.
• Demonstrate excellent customer service skills.
• Ability to define project / service requirements.
• Ability to work with limited supervision and direction.
• Excellent problem-solving and customer service skills.
• Knowledge of Invoicing, A/R, Budget Development and Performance Planning.
• Strong attention to detail and ability to follow through on commitments.
• Must be able to lift 15-25 pounds at times.
• Must be able to sit prolonged periods sitting at a desk and working on a computer.