SUMMARY
Join Avel eCare as a Client Delivery Manager and play a key role in strengthening client relationships, driving customer retention, and advancing innovative telehealth services across a nationwide healthcare network.
The Client Delivery Manager partners with Avel service lines and current and prospective customers to build strong, lasting relationships. This role is responsible for customer retention, ongoing account support, cultural adaptation, service recovery, and reporting, while working closely with the Client Relationship Executive to support the day-to-day management of customer accounts.
General Hours of Work: Monday - Friday (Days)
Exempt/Nonexempt: Exempt (Salaried)
Department/Unit: Corporate - Sales
Reports To: Director of Sales Support and Operations
ESSENTIAL FUNCTIONS
1. Supports all facets of Avel service lines including but not limited to the following key areas:
- creation and/or coordination of presentations
- communicate customer changes to ensure productive and efficient Avel service delivery
- Take ownership of and manage multiple simultaneous projects and account details
- Play a key role in strategizing and implementing multi-faceted client management and retention plans, including tier assignment duties and overall annual visit strategy.
2. Is responsible for alerting Avel Leadership of potential issues affecting customer and stakeholder relationships.
3. Establishes and maintains effective working relationships with co-workers, between service lines, customers, and internal and external stakeholders
4. Discovers strategic business opportunities and passes those along to the Client Relationship Manager
5. Provides overall leadership and guidance for the customer retention effort including day-to-day management of assigned accounts
6. Provides service support to establish proper channels of information and communication
7. Creates recovery strategy and execute bringing resolution to service issues through cross-functional collaboration with Avel leadership to assess customer needs, provide market strategy insights, and determine service strategies
8. Supports marketing plan coordination and customization for each Avel service line.
9. Has the ability to travel and participate as needed in on-site customer meetings/working sessions, state medical associations, national conferences, and social events.
ESSENTIAL QUALIFICATIONS: The individual must be able to work the hours specified above. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required to perform the essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, so long as the accommodations do not cause undue hardship to the employer.
EDUCATION and/or EXPERIENCE
- Bachelor’s degree from a four-year college or university in Healthcare, Communications, Business Management or related field and/or at least three to five years of experience in client management, business development, or public relations in a healthcare related field is required.
CERTIFICATION, LICENSURE, and/or REGISTRATIONS
- This position requires a valid driver’s license, and the employee is insurable by the Avel automobile liability insurance carrier.
ABOUT AVEL eCARE
Avel eCare is a nationally recognized leader in telemedicine, operating one of the most extensive virtual healthcare networks in the world. Based in Sioux Falls, South Dakota, Avel partners with more than 650 health systems, rural hospitals, clinics, and facilities to deliver innovative telehealth solutions. Our services span Behavioral Health, Critical Care, Emergency, Hospitalist, Pharmacy, Specialty Clinic, Senior Care, and School Health — impacting nearly two million patients annually.
For three decades, Avel has been at the forefront of healthcare innovation, developing telehealth solutions that reduce costs, save time, and remove barriers to quality care. Join our mission-driven team and help reshape the future of healthcare.
MISSION
“Every person and every community deserves access to high quality care. Avel’s experts collaborate with local clinicians through telemedicine, to deliver high quality care when and where it’s needed.”
VISION
“Avel eCare serves as a catalyst for change. We are creating a future of health care without boundaries through Service, Quality, Collaboration, and Innovation.”
