Associate Account Manager
The Institute for Healthcare Improvement (IHI) is an independent not-for-profit organization based in Boston, Massachusetts, USA. For more than 25 years, IHI has used improvement science to advance and sustain better outcomes in health and health systems across the world. IHI brings awareness of safety and quality to millions, catalyzes learning and the systematic improvement of care, develops solutions to previously intractable challenges, and mobilizes health systems, communities, regions, and nations to reduce harm and deaths. IHI works in collaboration with the growing IHI community to spark bold, inventive ways to improve the health of individuals and populations. IHI generates optimism, harvests fresh ideas, and supports anyone, anywhere who wants to profoundly change health and health care for the better. Learn more at ihi.org.
Position Summary:
The Associate Account Manager serves as a primary contact for IHI organizational prospects and customers (Membership and Open School) and is responsible for helping with IHI customer inquiries via phone, cases, and email. This position demands thorough knowledge of IHI's programs and products, as well as IT platforms, to respond to questions from existing and prospective customers.
Position Responsibilities:
Customer Service
- Provide professional, responsive, customer-oriented support to IHI's organizational customers, bringing an empathetic, listening approach to all customer conversations and being able to deftly manage any frustrations or disappointments that the customer may be experiencing
- Partner internally with IT and other teams as needed and work within IHI's IT platforms, particularly iMIS and TopClass, to resolve customer issues
- Know when to elevate issues as needed
- Synthesize customer requests to identify trends and work collaboratively with IT and other stakeholders to propose proactive upstream solutions
- Understand and help achieve IHI mission and goals ' and be able to convey these to our customers
- Build customer relationships and record account information
- Manage several customer-facing IHI email inboxes and case portal, triaging responses
- Function in and support a fast-paced team environment
- Provide world-class customer service
- Process customer payments
- Conduct surveys and compile customer reports
- Other duties and projects as required, including proactive customer outreach
Subscription & Membership Management
- Managing a renewal communication schedule (60-, 30-, 7-day alerts and lapsed alerts for organizations who do not renew)
- Processing renewals
- Following up on unpaid invoices
- Data management (identifying key contacts, cleaning up outdated administrators, merging duplicate organizations)
- Conducting regular check-ins to ensure utilization of benefits
- Facilitating delivery of benefits, including but not limited to:
- Providing tutorial calls for key contacts/administrators
- Managing rosters
- Account creation
- General tech troubleshooting
- Promoting programs/benefits through newsletters
Position Knowledge, Skills, and Abilities:
- Excellent communication skills (written and verbal) are required, including professional telephone etiquette and ability to empathize with customers
- Problem solving attitude and abilities
- Familiar with iMIS and TopClass
- Familiar with CRM systems and practices
- Proven customer support or sales success
- Ability to multi-task, prioritize, and manage time effectively
- Highly motivated and detail-oriented
- Must possess a strong working knowledge of Microsoft Office product suite
- Ability to work in a dynamic, fast-paced environment
- Must be comfortable making sales calls and developing customer relationships
Position Qualifications:
- BS/BA degree or 1-2 years' experience working in a customer support role requested
- Prior experience with IMIS Association Management System software a plus
- Experience with iMIS, TopClass, Aventri, and other CRM systems a plus
- Prior customer service experience preferred
- Commitment to equity, anti-racism, and the improvement of societal systems
IHI is proud to be an equal opportunity workplace and an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, political beliefs, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation to complete our application, please let us know.