Channel Partner Account Manager

About the Role

Foster the relationship between TPS and our Channel Partners. Own the client experience and ensure each department meets the client's needs. Handle customer grievances and find solutions to their issues, while maintaining a positive relationship between all parties. Contribute to the growth of the Channel Partner organization. Should have strong communication, problem-solving, and organizational skills.

Key Responsibilities

• Responsible for supporting our largest revenue-producing vendors
• Scheduling site visits to build the partnership, analyze the workflow of our mutual clients, and offer continuing education of the TPS suite of products
• Work closely with Vendor Sales team to ensure client is successful
• Monitor client attrition and bookings to conversion
• Provide technical support to internal and external customers to resolve problems while building and maintaining strong customer relations and partnerships
• Successful service delivery. Achieve SLAs, high level of client satisfaction, diagnose client issues, accountable for full resolution with root cause analysis, and excellent verbal and written communication regarding issues and opportunities
• Troubleshooting, testing and resolving reported production support or data issues
• Managing a workload of technical support issues on timely basis and providing status to external users and internal staff
• Proactive outreach including working reports to identify potential issues
• Ability to work in a fast-paced, self-directed and team environment as well as excellent problem-solving, organizational skills and professionalism

Vendor Support

• Support top revenue-producing Channel Partners
• Schedule visits to build partnerships, analyze workflows, and provide education on TPS products
• Work closely with CP Sales to ensure client success
• Track client attrition and booking-to-conversion rates
• Resolve issues for internal and external customers and maintain strong relationships
• Achieve SLAs, diagnose and resolve client issues, and communicate effectively
• Test and resolve production support or data issues
• Handle technical support issues promptly and update external users and internal staff
• Identify and address potential issues

Qualifications

• Minimum of two years' related experience in customer service and/or help desk
• Healthcare industry experience is a plus
• Proficient in Microsoft office applications, strong written and verbal communication skills and a strong affinity for customer service/people
• Knowledge and understanding of HIPAA X12 and ANSI EDI transactions

Pay

The annual salary for this position is between $46,000 - $48,000 depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan