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Your Role and Responsibilities
The Government Health and Human Services business of IBM Watson Health is seeking an experienced healthcare information technology business leader to oversee the client relationship with state government clients.
The Client Account Director is the general manager of the account(s) assigned, responsible for achieving and exceeding performance targets to improve client satisfaction, driving both revenue and profit growth within the account, and establishing IBM Watson Health market position and long-term growth opportunities. You will lead, coordinate, and direct the long-term, consultative, client relationship to become the client’s trusted advisor and will work with technical delivery leaders and project managers to assure contract requirements and client expectations are timely met or exceeded.
*Must work at the Denver, Colorado project site.
Responsible for communications with the client and within IBM Watson Health (support) regarding expectations and performance.
Responsible for overall service excellence and developing and executing relationship related “go-to-green” plans.
Uses industry expertise to understand the client’s agenda/needs and identifies ways to enhance the client’s business performance with IBM Watson Health services.
Understands the client’s definition of thought leadership and innovation and incorporates into the operational business plan.
Represents the full spectrum of IBM Watson Health capabilities to the client and serves as the client advocate inside IBM Watson Health.
Account Strategy and Operations
Successfully creates, communicates, and executes an ongoing account operational business plan that connects IBM Watson Health and client strategies.
Drives productivity, quality, and other IBM Watson Health corporate initiatives into the account operational business plans to maximize the overall health of the account and value to the client.
Outlines the overall account workforce and labor strategy to meet client and business objectives.
Oversees and administers the contract; works with the client to amend and approve as necessary.
Drives transformational changes needed to achieve the account objectives.
Anticipates, mitigates, and manages risk to IBM Watson Health and the client.
Identifies and prioritizes growth opportunities based on client needs and IBM Watson Health strengths and incorporates into account operational business plan.
Expands the range of IBM Watson Health’s services to the client, increasing the depth and breadth of service offerings and penetration of the client’s total spend.
Works effectively with the Sales team to expand IBM’s footprint within the client organization and to adjacent government agencies/organizations; supports Request For Proposal (RFP) responses as needed.
Uses thought leadership and expertise of industry, IBM Watson Health portfolio, and competitive factors to design, sell and deliver timely, innovative, highly leverage-able, competitive value solutions IBM Watson Health can optimally deliver.
Manages account P&L to meet or exceed corporate targets, with emphasis on profit, revenue and growth.
Conducts forecasting and financial reporting consistent with corporate guidelines; works with leveraged delivery to develop forecasts that include aggressive growth objectives as included in the account operational business plan.
Responsible for timely and accurate invoicing to the client, including dispute resolution and collection.
Accountable for overseeing end-to-end service delivery and ensuring all contractual commitments are met.
Provides leadership and strategic direction for large custom data warehousing implementations to ensure project and organizational objectives are accomplished.
Provides implementation management leadership through planning, organizing, coordinating, and monitoring implementation activities.
Accountable for ensuring account Service Excellence targets are achieved.
Accountable for ensuring account service level agreements (SLAs) are achieved.
Develops and communicates workforce / talent demand to run existing business and meet projected account growth.
Manages client communications and expectations around issues and provides final resolution for issues not resolved by through service delivery.
Articulates and leverages IBM Watson Health delivery model in support of utilizing best in class, most effective IBM Watson Health delivery solutions and locations.
Interact with clients, leads client meetings, and interfaces with C-level customer staff; manages subcontractor resources.
Leads all employees who, either directly or indirectly, provide services to the client.
Motivates employees to achieve the account vision, goals and culture needed to meet client and IBM Watson Health expectations.
Works with leveraged organizations on personnel changes ensuring any staffing changes maximize the overall health of the account and the client relationship.
Provides leveraged organizations and individuals performance feedback on achievement of account/client objectives and significantly contributes to decisions on performance evaluations and rewards.
Develops and coaches the team and individuals to improve results; communicates frequently with employees in various forums ensuring two-way dialogue.
Sets an example of desired behaviors and implements consequences for inappropriate behavior.
To learn more about what we are doing please check us out:
Medicaid - MMIS - government Healthcare - Claims - data warehouse - data analytics - government human services
Required Technical and Professional Expertise
7+ yrs in healthcare information technology service delivery.
7+ yrs in healthcare client services leader with experience working with senior client stakeholders
7+ yrs experience leading, managing, coaching and developing staff.
5+ yrs healthcare analytics experience.
Knowledge of the concepts, practices, procedures and deliverables associated with system development, implementation and operational readiness.
Knowledge of technical acumen to work with technical teams to develop comprehensive operation plans and address technical issues
Preferred Technical and Professional Expertise
Experience leading operational activities for a Medicaid agency/Fiscal Agent highly preferred
Project management expertise (i.e., PMP certification)
About Business Unit
IBM Watson Health is pioneering a new partnership between humanity and technology with the goal of transforming global health and revolutionizing many aspects of the medical and pharmaceutical industries, as well as government sectors. We aspire to improve lives and give hope by delivering innovation to address the world’s most pressing health challenges through data and artificial intelligence insights.
Your Life @ IBM
What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.