The eHealth Customer Account Management team represents as a single point of contact for Senior executives (Chief Information Officer, Chief Executive, Information Technology Managers & Program Directors) within NSW Health representing eHealth NSW in both operations and new business areas.
The Customer Account Manager’s primary purpose is to contribute to the retention and growth of the nominated customer, or portfolio of customers, by providing the key engagement and delivery interface within eHealth NSW to increase the value realised from ICT assets, investments and capabilities.
The role provides a holistic, end-to-end service relationship and ensures all eHealth NSW and customer deliverables are achieved with customer satisfaction targets met or exceeded.
This role interacts at a senior and strategic level, representing both Business and Technical Owner interests.
The role supports the Senior Executive team of eHealth NSW with advice and information from NSW Health Customers.
This position is Permanent Full Time and classified as Health Manager Level 4.
Psychometric assessment (e.g. a personality and cognitive abilities assessments) will be undertaken as part of the recruitment process for this position.
We are an Equal Opportunity Employer and encourage people with disability and Indigenous Australians to apply.
Selection Criteria 1. Extensive experience and a record of achievement in Customer Relationship Management in a large and complex service environment, including relevant qualifications or equivalent demonstrated experience. This includes demonstrated experience in managing complex customer issues through to resolution. 2. Proven capacity to contribute to and implement strategic initiatives as they relate to stakeholder engagement and the Demand Management pipeline, including the capability to plan, manage change, improve performance and project manage. 3. Excellent interpersonal, influencing and negotiation skills with proven experience in engaging and influencing key senior executives, stakeholders and customers. 4. Exceptional organizational skills and experience working in a high volume and demanding professional environment with a capacity to priorities, multi-task, achieve business goals, perform and always work with a customer focused approach. 5. Exceptional verbal, written, communication and presentation skills with the proven ability to successfully interact with and produce both written and verbal reports to senior non-technical staff. 6. Extensive knowledge and demonstrated experience across multiple ITIL v3 disciplines - Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. 7. Capacity and willingness, including current NSW driver’s license, to travel to eHealth NSW business and service locations throughout NSW, which may include overnight stay in regional / remote areas.
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