Title: Delivery Partner - Omnichannel Operations & Delivery
NJ, US
Job Description
We are a technology-led healthcare solutions provider. We are driven by our purpose to enable healthcare organizations to be future-ready. We offer accelerated, global growth opportunities for talent that’s bold, industrious, and nimble. With Indegene, you gain a unique career experience that celebrates entrepreneurship and is guided by passion, innovation, collaboration, and empathy. To explore exciting opportunities at the convergence of healthcare and technology, check out www.careers.indegene.com
Looking to jump-start your career?
We understand how important the first few years of your career are, which create the foundation of your entire professional journey. At Indegene, we promise you a differentiated career experience. You will not only work at the exciting intersection of healthcare and technology but also will be mentored by some of the most brilliant minds in the industry. We are offering a global fast-track career where you can grow along with Indegene’s high-speed growth. We are purpose-driven. We enable healthcare organizations to be future ready and our customer obsession is our driving force. We ensure that our customers achieve what they truly want. We are bold in our actions, nimble in our decision-making, and industrious in the way we work.
Role: Delivery Partner – Omnichannel Operations & Delivery
Role Objective:
This function will partner with the clients and accounts to elevate Indegene’s positioning as a Strategic Partner and enable seamless client experience and delivery excellence.
The role aims to drive better Indegene-client collaboration to ensure business continuity, delivery excellence and positive client experience. Role would require responsibility of driving positive business outcomes through a strong, strategic partnership with Indegene clients. This role combines passion for client satisfaction, healthcare domain, digital technology, operations leadership and work with multiple stakeholders to coach/mentor teams to provide positive client experience through high quality delivery. The role will interface across key functions in commercial, medical (internal teams), internal stakeholders & external stakeholders/partners.
Must Have
Description: The role will support the Customer Experience & Value Lead and interact directly with key client stakeholders.
The role will be responsible for:
1. Client Relationship & Experience Management
• Build strategic relationships with key client stakeholders to maintain positive client experience
• Exceed client expectations in quality, timelines, and cost
• Drive consistent practices for account engagement
2. Consultative Solutioning & Thought Leadership
• Drive client engagement by leveraging exceptional consultative skills to comprehensively understand and anticipate client objectives, priorities and challenges
• Effectively analyse complex business landscapes, and deliver highly tailored client centric solutions
• Proactively articulate & recommend Indegene as a strategic partner for business
3. Account Delivery
• Assume accountability for the overall delivery of multi-service line engagements collaborating with internal/external leads, delivery managers and project managers
• Delivering a seamless and integrated experience to the client by presenting a unified view of multiple & diverse service lines
• Responsible for understanding, identifying and communicating potential risk/escalations to Customer Experience & Value Lead and key client stakeholders
• Manage internal and client escalations by mobilizing and leveraging resources from across the company as needed
4. Account Health
• Effectively partner with Customer Experience & Value Lead and additional internal partners to monitor scope and budget
Desired Profile:
The Delivery Partner is a key role for clients reporting to the Customer Experience & Value Lead driving positive client experience and business outcomes. For this role, we are looking for someone with:
• 8 years of demonstrated Account Management capability at established Marketing Agency/ Consulting firms
• Experience leading/mentoring cross-functional teams in an integrated, seamless way to drive/increase positive customer experience
• Effectively evolve internal stakeholder management to drive operational and delivery excellence
• Strong ability to build and manage / grow client relationships, as well as navigate complex buying and decision-making environments
• Demonstrate strong understanding of business, strategic direction, organizational structure, and overall business goals to manage, maintain and strengthen client and internal relationships
• Manage large-scale omnichannel programs with complex technology landscape
• Demonstrate strong understanding of account finances
• Strong core “consultative approach” skills including problem solving, data analysis, process design, and relationship management
• Strategic leader with detail orientation
• Proven record of providing excellent customer experience
• Ability to negotiate with clients and build successful partnerships for financial management and revenue forecasting
• Strong understanding of healthcare-technology-commercial trends and usage in company business areas
• Excellent communication—strong presentation and facilitation skills
EQUAL OPPORTUNITY
Indegene is proud to be an Equal Employment Employer and is committed to the culture of Inclusion and Diversity. We do not discriminate on the basis of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical ability, or any other characteristics. All employment decisions, from hiring to separation, will be based on business requirements, the candidate’s merit and qualification. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristics.