Customer Relationship Management is the practice of achieving long-term, profitable relationships with key customers by supporting, and helping to define, their business initiatives. The ideal candidate for this role has deep industry experience, as well as experience implementing and selling solutions similar to Edifecs’. The position requires close coordination and interaction with customers, sales team members, services and support team members, and the product development team.
Essential Duties and Responsibilities:
Work with Sales management to identify key accounts to include in the CRM program
Establish oneself as a valued advisor and insert Edifecs into the planning processes at the assigned accounts
Engage internal and external stakeholders towards mutually beneficial outcomes (communication, documentation, organization, setting expectations)
Identify sales opportunities and assist in driving license revenue and professional services
Provide written content to RFI/RFP responses
Required Skill Set:
Broad understanding of IT infrastructure
Must be able to establish technical credibility with customers through knowledge of and experience with many technologies, including a combination of the following:
EDI and HIPAA/EDI
Programming languages and development best practices
DBMS technologies, especially DB2, SQL Server, or Oracle
Middleware tools, especially those from TIBCO, Oracle, and Sun
Business Intelligence tools, especially Business Objects and Cognos
Server hardware, including HAFT and SAN best practices
Demonstrated project management skills
Deep understanding of the healthcare payor industry
Ability to identify and clarify business problems and industry trends
Demonstrated sales aptitude
Ability to travel up to 25%
Personal Characteristics
Leader
Effective communicator
Competitive
Entrepreneurial
High energy
Aggressive
Raw intelligence
Uncompromising integrity
Edifecs offers a competitive compensation package with comprehensive benefits and 401k
Edifecs is an Equal Opportunity Employer
The Head of Client Services is tasked with managing the following groups: Implementation Services; Training; Technical Support and IT Services & Operations. The role requires the ability to oversee all day-to-day client technical services resulting in rapid rates of customer acquisition, customer adoption, high levels of customer satisfaction, strong services related metrics (billability & utilization), support & ASP services level achievement, internal IT support and help desk completion, as well as management of the P&L for a diverse and growing organization.
Essential Duties and Responsibilities:
Implementation Services
Lead and manage the services delivery team
Work with Edifecs Executive management on formulating strategy for services delivery and customer satisfaction
Lead and drive Edifecs Services initiatives with respect to ensuring best practices for on-site implementations, account management, and customer support
Accountible for maintaining high-levels of consultant billability, utilization
Provide weekly reporting to Edifecs Executive Management on bi-weekly consultant billability and utilization percentages, consulting projections, as well as drive adherance and timely reporting for all T&E and T&M tracking for the consulting organization
Interface with Product Management, Program Management and other organizations as required to ensure subscriber feedback is factored into future Product Roadmap and QFE deployments
Instructional Design & Delivery
Manage the instructional design & delivery staff
Develop and maintain a strategy for developing, updating, and delivering course content that meets and exceeds client expectations
Technical Support
Lead the efforts to develop a world-class technical/customer support team
Manage case workload distribution within the team of Support Engineers to ensure customer satisfaction and service levels are met and exceed the Customer’s expectations
Manage and assist with setting priorities based on various factors such as customer escalations, production down situations, critical product deployments, and special situations
Manage customer escalations by defining an action plan, identify the appropriate resources and handle the internal and external communications
Hire, mentor and develop Technical Support staff
Work closely with the Product Development team on fixes and future lifecycles, providing critical customer feedback on Edifecs products
Work with the Customer Account management team to provide appropriate level of attention and service to high priority accounts
Define, manage and deliver key service level, operational and performance metrics
IT Operations
Provide leadership and guidance to the IT Operations team which is responsible for Edifecs’ internal IT infrastructure as well as its OnDemand services
Ensure that SLA’s are met
Fiscal
Manage departmental P&L
Maintain weekly revenue forecast
Participate in annual/bi-annual budget planning and formation
Manage salary and compensation
Required Skill Set:
15+ years of professional experience, with 5+ years as a Senior Manager (Director level or above) in a software vendor professional services organization
Successful track record of building and managing world-class teams
Experience working in or leading a support organization
Proven experience in program or project management leading clients and team members through large complex system implementations and integrations
Proven ability to establish strategic initiatives for large high value client relationships
Ability to establish a clear and understandable vision for the Services organization, get buy-in from others on that vision, and build the operational components to execute against that vision
Proven experience as a valued contributor to the leadership team in strategically supporting a business through rapid growth and/or change
Ability to prioritize and delegate in a resource constrained environment and re-prioritize resources rapidly
A strong background in integration (EAI/SOA) as well as e-Commerce B2B
Other experience in the areas of BPM, BI, Data warehouse, Information Integration, and Analystics is strongly desired
Must thrive in a fast-paced, results-oriented, collaborative environment
Must have extremely high energy and stamina to perform consistently and at a high level in a demanding environment
Strong written and verbal presentation skills required
Excellent communication, presentation and interpersonal skills
BS/BA Degree required
Willing to travel as needed — approximately 50%
Personal Characteristics
Leader
Effective communicator
Competitive
Entrepreneurial
High energy
Aggressive
Raw intelligence
Uncompromising integrity
Edifecs offers a competitive compensation package with comprehensive benefits and 401k
Relocation Package Available
Edifecs is an Equal Opportunity Employer
The Solutions Architect will be responsible for delivering industry-leading client solutions for Edifecs customers and working with organizations of all sizes, including more than 20% of the Fortune Global 500.
The Solutions Architect will travel to client sites to evaluate the clients’ current Enterprise Integration needs and suggest
solutions based on Edifecs product offerings. They will provide leadership for implementing and delivering the solutions.
Duties and Responsibilities:
Assist the sales team in achievement of defined sales goals.
Conduct detailed business analysis leading to development of 1) strategic solution offering and, 2) financial cost benefit offering.
Participate in the planning and definition of the solution for an opportunity as well as driving and understanding the business
and technical requirements.
Manage prospective customer’s expectations regarding product capabilities and services provided.
Provide market led information to internal Product Development for continual product improvement.
Create and deliver customer, technology, and industry specific product demonstrations.
Provide input for responding to RFP’s and other proposals to clients.
Manage and support Proof of Concept projects and prototypes within the solution sales cycle.
Gather and understand information on competitive technologies and solutions to effectively assist in the solution sales cycle.
Assist sales account executives with technical issues.
Requirements:
BS/BA preferred and minimum 5 years of experience in implementing EDI/EAI solutions.
Hands-on experience with COM, VB, Jscript, Java and Perl required; C# or VB.net a plus.
2+ years of cross-platform programming experience.
4+ years of working with EDI and EDI systems; knowledge of HIPAA a plus.
Knowledge of Windows and UNIX and ability to write system scripts in Unix shell and DOS required.
Outstanding verbal and written communication skills.
Experience with customer-focused research and communication.
Knowledge of HTML and experience with code or scripting development are highly desirable.
Ability to travel 50% of the time to meet clients. Candidates can be based in any major city, but preference will be driving distance to Bellevue, WA.
Benefits: Competitive Compensation, Bonus Targets, Medical & Dental Benefits, 401K
Edifecs is proud to be an equal opportunity employer.
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Head of Marketing
Position Summary:
Responsible for all marketing operations and strategic planning and will define,
drive and manage marketing activities including development and execution of marketing
campaigns, lead generation, sales collateral development, marketing events,
web presence, PR, and branding.
Essential Duties and Responsibilities:
Develop and executes overall Edifecs marketing strategy and plan.
Implement and execute the marketing plans with supporting programs, resources and tools.
Identify marketing needs and develop appropriate Manages marketing team.
Responsible for Product Launches including development of messages, advertisements,
press releases, and industry awareness.
Responsible for product readiness for our field organization including development
and coordination of sales collateral, demo scripts, data sheets, and white papers.
Owns our web presence in the industry including leads, customers and partners.
Responsible for development, evaluation and creation of content and design of our
marketing material.
Develops, executes and evaluates our lead generation campaigns.
Develops and nurtures our relationship with industry analysts and press.
Plans and executes our presence at industry events.
Supports internal cross departmental communication including the Edifecs intranet.
Qualifications:
10+ years of proven experience in technology sales management and enterprise software marketing.
Bachelors degree in a related field required - Masters degree preferred.
Strong desire to understand a business; think strategically as well as tactically
on approaching the opportunity and to drive impact programs to advance the business.
Flexible can-do attitude, strong core marketing and leadership skills and be able
to work effectively with internal and external parties.
Strong strategic thinking and analysis skills.
Ability to achieve objectives and deliver results on multiple projects in a complex,
fast-moving environment.
Brilliant verbal, written and interpersonal skills.
Excellent attention to detail and commitment to follow through.
Strong personal characteristics including high integrity, team orientation,
hard working, good judgment, and persistence.
Experience in a fast paced, start-up environment a plus.
Experience in the healthcare industry a plus.
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Technical Support Engineer - Tier I
Position Summary:
The ideal candidate is goal-oriented, has the ability to handle interruptions while fluidly switching between several projects; must have strong technical skills supporting mission critical products for enterprise clients. The position requires interaction with customers, sales team members and the product development team.
Essential Duties and Responsibilities:
Provide technical support to enterprise clients related to technical and operational aspects of the products.
Escalate problems to other Support Engineers as necessary.
Assist development team with performance analysis and testing.
Answer email and phone requests for help from customers.
Collaborate in virtual teamwork with other Support Engineers.
Diagnose software bugs and malfunctions.
Required Skill Set:
Hands-on experience with COM, VB, Jscript, Java and Perl required; C# or VB.net a plus.
2+ years of working with EDI and EDI systems or knowledge of HIPAA a plus.
Knowledge of Windows and UNIX and ability to write system scripts in Unix shell and DOS required.
Knowledge of HTML and experience with code or scripting development are highly desirable.
Ability to identify and clarify problems, set goals and able to resolve critical issues.
Ability to work effectively on multiple tasks with many team members, testing and support staff, development team and others.
Strong verbal and written communications skills.
Excellent organizational skills and attention to detail.
BS in Computer Science, Software Engineering, EE or related discipline or equivalent experience preferred.
Personal Characteristics:
Leader
Effective communicator
Competitive
Entrepreneurial
High energy
Aggressive
Raw intelligence
Uncompromising integrity
Edifecs offers a competitive compensation package with comprehensive benefits and 401k
Edifecs is an Equal Opportunity Employer
The ideal candidate is goal-oriented, has the ability to handle interruptions while fluidly switching between several projects; must have strong technical skills supporting mission critical products for enterprise clients. The position requires interaction with customers, sales team members and the product development team.
Essential Duties and Responsibilities:
Mentor Edifecs' clients and partners on becoming expert users of Edifecs solutions.
Provide Level 2 engineering support to enterprise clients and advanced support to Level 1 support teams with any technical or operations aspects of the products.
Escalate problems to development teams as necessary.
Assist development team with performance analysis and testing.
Assist clients in successful integration of Edifecs products in their environment.
Diagnose software bugs and malfunctions.
Required Skill Set:
BS in Computer Science, Software Engineering, Electrical Engineering or related discipline or equivalent experience.
2+ years experience of combined C++/Java software development with emphasis on performance, reliability and scalability.
Knowledge of COM, VB, Jscript, Java and Perl required; C# or VB.net a plus.
2+ years of cross-platform programming experience.
4+ years of working with EDI and EDI systems; knowledge of HIPAA a plus.
Knowledge of Windows and UNIX and ability to write system scripts in Unix shell and DOS required.
Experience supporting 24/7 production high-availability systems and willing to work flexible hours including the ability to work outside normal business hours on occasion.
Ability to identify and clarify problems, set goals and able to resolve critical issues.
Ability to work effectively on multiple tasks with many team members, testing and support staff, development team and others.
Ability to explain complex solutions to a varied audience ranging from highly technical to non-technical.
Strong verbal and written communications skills.
Excellent organizational skills and attention to detail.
Ability to work in a fast-paced, high-volume, high production environment.
Ability to travel for on-site problem resolution and proof-of-concept demos.
Personal Characteristics:
Leader
Effective communicator
Competitive
Entrepreneurial
High energy
Aggressive
Raw intelligence
Uncompromising integrity
Edifecs offers a competitive compensation package with comprehensive benefits and 401k
Edifecs is an Equal Opportunity Employer
