Senior Manager, Customer Relationship Management (CRM) (National)

About The Chartis Group

The Chartis Group (Chartis) is a comprehensive advisory and analytics services firm dedicated to the healthcare industry. With an unparalleled depth of expertise in strategic planning, performance excellence, informatics and technology, and health analytics, we help leading academic medical centers, integrated delivery networks, children's hospitals and healthcare service organizations achieve transformative results.

We are comprised of uniquely experienced senior healthcare professionals and consultants who apply a distinctive knowledge of healthcare economics, markets, clinical models and technology to help each client address their most pressing issues. We question everything and apply thoughtful and rigorous analysis to each challenge, issue and opportunity.

We are lucky to have extraordinarily talented people working in our firm – all brought together around our unifying mission, a shared dedication to our core values, and the emphasis we place on creating an environment that enriches the experiences of our clients, our colleagues and our communities. In this way, we find that we are remarkably aligned with our clients. And that has made for achieving some truly great things.

The Chartis Group has offices in Boston, Chicago, New York, San Francisco, and Nashville. Remote work is allowed.

Role Overview

This member of our Informatics & Technology practice will play an integral part in providing advisory services to healthcare clients in the areas of Customer Relationship Management (CRM) and Call Center Management. As part of this team, you will focus on business transformation related to the Digital Health Landscape. The focus will be on validating use cases for our clients with CRM systems, CRM system selection and strategy, establishing efficient processes and implementing new CRM and related technologies; always making the link between our project and the business impact it will create. The outcome will be to empower our clients to re-imagine how they connect and engage with their customers. We set up solutions that enable our clients to reach their customers across every platform, every device, and every step of the customer journey. Our industry experts understand our clients’ challenges, and our consultants make one-to-one customer relationships possible.

Responsibilities

• Establish and support the definition of a CRM technology, vision and roadmap;
• Apply project management methodology to develop innovative solutions in areas such as digital marketing, marketing commerce and new customer service practices;
• Understand client objectives and business processes;
• Obtain business requirements and translate them into workable CRM solution specifications;
• Work with the clients in an advisory role to understand, configure and customize CRM solutions for example - Salesforce.
• Establish test solutions and configure data migration.
• Document processes and create end user documentation that provide clients with a blueprint for success.

Qualifications and Desired Skills

• IT advisory experience including, but not limited to: Customer Relationship Management and Call/Contact Center redesign
• Knowledge of digital marketing platforms, such as content management, web analytics, web content management and email service platforms preferred.
• Experience performing rapid assessments and being able to distill key themes as early as possible in an assessment process
• Experience of key business performance metrics
• Succinct communicator who thinks well on feet and tailors communication to audience
• Experience leading consulting project teams as well as large-scale programs and provider related implementations or optimizations
• Able to get up to speed quickly and demonstrate confidence when engaged in unknown or fast-changing situations
• Demonstrated ability to work in a fast-paced dynamic environment with limited guidance
• Able to develop executive level content, inclusive of PowerPoint and Word document
• Advanced degree a plus (e.g., MBA, MHA, MPH)
• Ability to travel as required

At The Chartis Group, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives the provide. We offer equal opportunity employment regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.