Managed Services Consultant

Are you looking for a high energy, strategic, and fast-paced position as a Managed Services Consultant? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.

WHAT CAN RELIAS OFFER YOU?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program – a great introduction to our company, customers and culture!
• Growth and career advancement opportunities! 20%+ annual employee promotion and transfer rate Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science Professional development gained from conference attendance and participation in organizations like NC Tech

SUMMARY

The Managed Services Consultant owns and delivers ongoing, outsourced administrative services for Relias clients. This role acts as the primary service provider in a variety of Managed Services we offer, including but not limited to; onboarding processes for new and existing customers and managing the day-to-day operations for assigned clients.

ESSENTIAL JOB FUNCTIONS

• Onboarding Process (25%) Manage the customer onboarding process to ensure that customers are set up thoroughly and properly on the Relias solutions. Developing project plans, identifying scope, milestones, dependencies, timelines, and contingency plans Utilizing tools and project management practices to ensure on-time delivery and effective communication and collaboration, both internally and externally Identifying and managing risks and issues, and working with internal teams for mitigation Lead customer workshops and training sessions. Provide status reports to customer, and ensure project remains on schedule, within scope, and within budget Developing and fostering positive relationships and building rapport with customers Utilizing current and best practice implementation documentation and toolkits Ensure that project management database is kept up to date and all time is logged and project notes are complete
• Recurring Services Delivery (60%) Manage the day-to-day delivery of assigned services to new and existing customers. Providing technical support to customers throughout the duration of the engagement Conducting platform training sessions in various settings for internal and external customers as required Collaborate with Client Success (if applicable) on the ongoing management of the customer relationship as it relates to managed services Maintaining in-depth knowledge of the Relias Solutions and Platforms Utilizing current and best practice implementation documentation and toolkits
• Department Operational Support (10%) Assist with developing and maintaining process documentation for managed services processes Assist with updating department SharePoint site Act as liaison to other departments as assigned
• Other duties as assigned (5%)

COMPETENCIES

• Client Relationship Management (CRM): ability to effectively manage and nurture client relationships to achieve mutual success
• CRM Tool Management: utilization of CRM tools to improve overall client experience
• Client Discovery: understand a client's needs and challenges, assessing the fit for the solution(s), and building a foundation for successful engagements and a long-term relationship
• API Integrations: effectively connect and manage the interaction between different software systems, applications, or services through Application Programming Interfaces (APIs)
• Initiative: ability and willingness to take independent action, show proactive behavior, and drive progress without being explicitly instructed or directed
• Collaboration: work effectively and harmoniously with others towards a common goal or objective utilizing the skills and attitudes necessary to engage, communicate, and cooperate with individuals or groups, fostering an inclusive and productive work environment
• Relias Product Knowledge: The ability to understand and effectively utilize the features, functionalities, and tools of Relias Products. This competency includes staying updated on product updates, troubleshooting common issues, optimizing product use for efficiency, and integrating the products with other tools or systems.
• AI Integration and Optimization: The ability to effectively implement, integrate, and optimize artificial intelligence technologies within business processes. This competency involves the strategic selection and deployment of AI systems, ensuring they drive operational efficiency, enhance decision-making, and continuously improve through optimization techniques. It encompasses knowledge of AI tools, their applications, and ongoing performance refinement.

EXPERIENCE REQUIRED (MINIMUM REQUIRED)

• 1 years in a service delivery environment managing customer facing projects or services
• 1 years implementing SaaS based products and solutions and delivering training
• Experience with project management tools, methodologies, and software

EDUCATION REQUIRED (MINIMUM REQUIRED)

• Bachelor’s Degree

EXPERIENCE/EDUCATION PREFERRED

• Experience in a healthcare setting or onboarding healthcare customers
• Technical Knowledge of common application integrations (Text File, SSO, API/Web Services)