The Client Account Manager position is responsible for maintaining and developing client relationships in Auckland, Christchurch, Australia, and Singapore. Key responsibilities include providing pre-sales support, implementing the HSA Global product suite and project managing implementations, and managing client accounts through activities such as addressing issues, monitoring performance, and ensuring a high level of customer satisfaction. The ideal candidate will have project management experience in healthcare IT implementations, strong communication and relationship building skills, and an understanding of integrated healthcare and long-term condition management.

1. PositionDescription
Title: ClientAccountManager
Reports to: CEO
Location: Auckland/Christchurch/ Australia/Singapore
Start Date: TBC
Purpose of Position
The ClientAccountManager (CAM) is responsibleformaintaininganddeveloping client-business
relationships.
1. Pre-sales:
 To work withSales/BusinessDevelopment to identify new business opportunities and
support the sales process.
 To engage withcustomer(bothexistingand new) tounderstandbusiness requirements
/ business problem.
2. Implementation:
 To enable the implementation to meet the business and clinical workflows and
requirements.
 To project manage the implementation of the HSAGlobal product suite, including
support for clinical process change management.
3. Account Management:
 To gather client feedback on product (features, usability, reliability, etc) and report to
Product Manager.
 To provide a high level of customer service to ensure client satisfaction.
Key Responsibilities
Pre-SalesSupport
 Develop a thorough understanding of customers’ problems and goals; be able to
communicate on those knowledgeably. Translate targeted customer population
problem into working models of care that are then configured in CCMS.
 Capture informationregardingprocess,functional, end-user benefit requirements and
prepare or assist in preparation of effective business cases for clients.
 Assist in business/clinical process and information capture for software configuration
and deployment support for implementations and ensure proposed configuration is
reviewed and signed off internally.
Implementation
 Projectmanage/implement the HSAGlobal product suite, including support for clinical
process change management
 Fulfil a range of roles to support the customer delivery effort ranging from full project
management, to QA to strategic advisory
 Provide domain specific input into other HSAGlobal projects (clients or internal as
assigned)

2.  Assist in business/clinical process and information capture for software configuration
and deployment support for implementations and ensure proposed configuration is
reviewed and signed off internally.
 Produce Statementsof Workforcustomer–specific product development, and manage
and monitorthe deliveryof these Statementsof Work (all communication to customer,
the interface between Development & customer) to time, quality and budget.
AccountManagement
 Key HSAG point of contact and escalation point for BAU issues for customer
 Implement and manage individual Service Level Agreements with key customers.
 Provide input into annual business plans for key customers and monitor performance
against plans/previous years.
 Achieve the approved business plan, operational budget, and key performance
indicators.
 Monitorand reportregularlyonperformance againstplan,budgetand KPIs, identifying
variances and action taken, to capitalise on opportunities and address variances.
 Achieve ahighlevel of customersatisfactionbymaintainingregular contact with clients
and meeting service expectations.
 Ensure services offered are competitive and meet customer requirements with
decisions made in the best interest of the customer and the company.
 Develop and maintain a good knowledge of current issues facing the Healthcare
industry.
 Communicate confidently and utilise strong listening and questioning techniques to
develop a thorough understanding of clients’ needs, develop and foster strong
relationships.
 Liaise with Product Management, Service and Support on local product requirements,
issues, and other localization activities as required, including co-ordination of any
customer user group.
 Escalate issues that require urgent attention.
 Communicate the productreleasestocustomers and provide advice to customers as to
when/whether to access new functionality.
 Manage customer expectations with respect to availability of new functionality and
turnaround of issues
 Report on contracted services, usage and uptake, and goal realization and benefits.
Relationships
External Internal
• Customers
• User Groups
• Partnersand partnerstaff
• Businessstakeholders
• External service providersandother
external agencies
• Salesagents
• Vendors
 APACClientEngagementDirector
 ProductManager
 DeploymentandSupportDirector
 Development&QA team
 Service Deliveryteam
 ProductArchitectand Business AnalysisTeam
 Clinical Advisors
 OtherClientAccountManagers
 SalesandMarketing

4. Experience
 Project experience, in the healthcare environment including experience in IT package
implementation projects as part of an implementation team
 Change management experience particularly in the health sector
 Understanding of the “integrated healthcare/ long-term condition management”
domain
 Health information management experience/ qualification
Essential skills
 Project Management background/certification
 Communication, relationship management and negotiation/ influencing skills
 Demonstrated ability to see the ‘large picture’ and strategic vision which you clearly
communicate with external and internal stakeholders.
 Ability to identify and pursue opportunities as a vendor to support the enabling of
existing and new clinical workflows
 Ability to problem solve
 Flexibility and responsive to changing environments
 Ability to broker, and deliver IT solutions with clinical requirements
You will needto be:
 Able to build and maintain relationships with a complex array of stakeholders
 Build and motivate “clinical engagement”, IT delivery and service redesign teams
 Able to seek opportunities and progress these with the relevant stakeholder groups
within the scope of a clearly defined strategic direction
 Able to ‘get your hands dirty’ within the daily operations of projects
 Work independently with support from the team
 Experiencedandstrategicinproject planning, risk assessment and management, issue
resolution
 Customer and outcome focused
 Team player
 Deadline driven
 Willing and able to travel