Team Lead, Senior Account Manager - Press Ganey

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

The Senior Account Manager – Team Lead will be responsible for providing direct leadership to a team of Delivery Specialists and Support Specialists ensuring that the team meets client expectations by efficiently managing and delivering projects with quality and accuracy.  The Senior Account Manager – Team Lead will have overall awareness and direct oversight to all assigned client / account programs, develop client relationships and ensure we are providing added-value and actionable insights. This position will ensure that clients are kept informed with regular project updates and overall account reviews, while addressing any pain points and delivery gaps/escalations.

The Senior Account Manager – Team Lead will also lead individual client projects focused on Regulatory and Off-Season CAHPS programs and be responsible for the set-up and ongoing maintenance for data collection and reporting, including survey design, building, and report/dashboard configuration on multiple platforms. This person is the liaison between the client, the Press Ganey account team, and other stakeholders throughout the project and is expected to meet client expectations accurately and consistently, while developing relationships and identifying ways to delight their client contacts with value added service.

Responsibilities include:

• Partner with Member Experience (MX) leaders to ensure overall client satisfaction by proactively leading the team in addressing needs and prioritizing work.
• Oversee timely and accurate client deliverables.
• Provide management oversight and a path of escalation for customer relationships and delivery oversight while support team members work through obstacles and deliverables.
• Provide on-going support and drive team engagement, development, and coaching of direct reports.
• Provide day-to-day leadership oversight to a team of Account Manager and Support Specialists.
• Support direct client work and quality check deliverables, as needed.
• Act as main point of contact for subset of large or strategic clients.
• Partner with client through pre-launch testing
• Manage project timelines (client facing and internal) to ensure on time survey launch, completion, and reporting
• Lead kick off calls at the start of project in order to appropriately set client expectations
• Track response rates, minimum number of respondents, and sampling to maximize data collection and achieve client’s goals
• Ability to identify risk and proactively solve problems
• Regulatory Only: Understand and become proficient in the Medicare CAHPS survey program which includes interpreting the CMS quality assurance guidelines and ensuring compliance.
• Client support and regular status reports.
• Provide support for service failures and service recovery
• Foster exceptional working relationships and communication with cross functional departments. 
• Partner with Press Ganey consulting, advisory, and sales teams to support client needs and priorities; while ensuring we drive value and performance improvement.
• Partner with the MX leadership team to develop a strategic and tactical plan to achieve the desired annual performance metrics. Monitor and track.
• Responsible for cascading the department and corporate goals and holding direct reports accountable to those goals. 

• Minimum of 8-10 years of experience in healthcare with a focus on client or account management, project management and delivery and service models.
• Experience leading and managing productive and engaged support teams.
• Understanding of the unique challenges within Health Care, Health Plans and Member Experience Improvement.
• Understand and become proficient in the Medicare CAHPS® survey program which includes interpreting the CMS quality assurance guidelines and ensuring compliance.
• Excellent interpersonal, communications, listening, and presentations skills.
• Prior management experience desired, demonstrating solid leadership qualities and organizational skills.
• Ability to work in a fast-paced environment while prioritizing competing client and cross-functional demands.
• Obsession with relationship building and customer experience including risk identification and problem resolution.

Education

• Bachelor’s degree in a related field is required.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Forsta we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base salary for this position ranges from $80,000 - $125,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.  

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/