Senior Manager, Client Retention

If you are wondering what makes TRIMEDX different, it's that all of our associates share in a common purpose of serving clients, patients, communities, and each other with equal measures of care and performance.

• Everyone is focused on serving the customer and we do that by collaborating and supporting each other
• Associates look forward to coming to work each day
• Every associate matters and makes a difference

It is truly a culture like no other - We hope you will join our team! Find out more about our company and culture here.

Summary

Working with operational leadership - including CE Managers, Area Directors, Area Vice Presidents, and Senior Vice Presidents, the Senior Manager, Client Retention will support the strategic and tactical management of the assigned portfolio from a finance and client retention perspective.

The Senior Manager, Client Retention role requires frequent interaction with operational management to define, analyze and build the service program. Additionally, the Senior Manager, Client Retention is required to present financial transactions and recommendations to the client.

Responsibilities

Portfolio Management (60%)

• Develop internal control system to ensure revenue and invoice totals are in balance at all times
• Lead account review and pricing efforts, account budget development and customer reviews, account proposal reviews, and resolution of customer issues
• Ensure account activities align with customer contract
• Develop and maintain consistent portfolio management practices
• Developing, proposing, and executing against strategic portfolio plans to include scope of service, cost reduction, revenue generation, and process efficiency
• Conduct program analysis to provide accurate sales quotes
• Driving the implementation of line item pricing for all CE customers; identify and address issues or concerns as they arise related to this new company offering
• Accurately accruing 100% of the revenue that comes from the CE product line and reporting that to Accounting each month, including being able to answer questions about the data
• Delivering the CE product line revenue forecast to FP&A on a monthly basis and alerting that group immediately of any material changes in pending forecast or material deviations from prior forecasts
• Accurately tracking and reporting quarterly to TRMIEDX's largest client its expected 18-month, rolling costs for its CE program
• Leading and owning the total customer relationship from the Client Retention perspective for each CE client of the company, including B2B client communications relative to financial client retention
• Assuring compliance of financial contract obligations
• Coordinate (possibly including providing research and analysis) with Pricing for development of services, support, and potentially pricing of new services
• Development of client budget forecasts for each CE client in the portfolio
• Generating financial sales support materials for growth opportunities for the assigned client portfolio

Project Management (20%)

• Under direction from Director, Pricing and Business Retention, lead projects designed to improve the content and quality of services and products that are designed to fit the needs of the portfolio
• Under direction from Director, Pricing and Business Retention, lead special projects designed to improve departmental and inter-departmental process efficiency and effectiveness
• Provide analysis on existing service programs
• Develop and standardize policy, procedure, and process relative to the portfolio

Associate Development and Management (20%)

• Assign responsibilities and duties to workforce, set performance goals, and measure to performance goals on quarterly and annual basis
• Develop and execute associate development plans
• General personnel management responsibilities including payroll, performance evaluations and performance management, goal setting, communication administration, coaching, and disciplinary action
• Overseeing a diverse team that includes functions to include improvement management, analysis, customer hierarchy/database integrity, and the management of these functions
• Leading a large and growing team of financial account professionals to produce consistent, quality deliverables

Management Expectations

• Leadership: Provide clear direction to ensure collective achievement of goals and objectives; create an environment of respect, collaboration, and open communication
• Associate Development: Identify and support development needs of direct reports and team members including connective them to resources both internally and externally to ensure a culture of continuous improvement
• Associate Engagement: Create high levels of employee engagement by understanding organizational and personal drivers; develop action plans that deliver increased engagement
• Performance Management: Set clear goals and expectations for teams, monitor, and enable performance and intervene with appropriate action when performance gaps occur and provide timely, honest feedback; ensure that associates complete assigned actions by required deadlines

Education and Qualifications

• Bachelor's degree required or equivalent experience with strong preference for mathematics, business, accounting, finance, or similar detailed field of study that would have a candidate working with spreadsheets, numbers, and data requiring constant accuracy
• MBA preferred
• Minimum 7 years of work experience and 3 years of people management; minimum 4 years experience performing financial and/or data analysis and assessments
• Preference for multi-year experience working in customer facing role - preferably B2B
• Experience presenting to - and contemporaneously responding to questions from, customers' senior leaders including up to the "C-Suite"
• Preference for multi-year experience in leading team projects
• Experience in developing service programs preferred
• Strong understanding of financial budgets, financial statements, and the impact of transactions
• Ability to think through complex situations and communicate complex concepts under pressure
• Ability to create and manage a project plan and a project team
• High attention to detail with strong drive for accuracy
• Strong time management skills with an ability to drive teams to meet deliverables
• Ability to prioritize work and balance multiple projects
• Ability to build, establish, and manage collaborative relationships
• Excellent problem solving and analytical thinking skills
• Strong Microsoft Excel skills required; Access skills desired
• Strong written, verbal, persuasive, and presentational communication skills

At TRIMEDX, we support and protect a culture where diversity, equity and inclusion are the foundation. We know it is our uniqueness and experiences that make a difference, drive innovation and create shared success. We create an inclusive workplace by actively seeking diversity, creating inclusion and driving equity and engagement.

We embrace people's differences which include age, race, color, ethnicity, gender, gender identity, sexual orientation, national origin, education, genetics, veteran status, disability, religion, beliefs, opinions and life experiences.

Visit our website to view our full Diversity, Equity and Inclusion statement, along with our social channels to see what our team is up to: Facebook, LinkedIn, Twitter.

TRIMEDX is an Equal Opportunity Employer. Drug-Free Workplace.

Because we are committed to providing a safe and productive work environment, TRIMEDX is a drug-free workplace. Accordingly, Associates are prohibited from engaging in the unlawful manufacture, sale, distribution, dispensation, possession, or use of any controlled substance or marijuana, or otherwise being under the influence thereof, on all TRIMEDX and Customer property or during working/on-call hours.