Reporting to the IHiS partnership office senior manager, the partner engagement manager will be assigned to support a portfolio engagement director to provide account management support to the Cluster / agency which his/her portfolio engagement director is managing. The portfolio engagement director maintain the relationship with the senior management team of the cluster/ agency and will require the partner engagement manager to support him in day to day account management functions.
Role and Responsibilities
- Work closely with the CIO office to be the bridge between IHiS and the CIO office so that they will be able to serve the cluster / agency more efficiently.
- To be the single point of contact for the cluster/ agency as well as CIO office in terms of requirements of new opportunities and escalation.
- To gather the feedback from the cluster / agency and CIO office and follow through with the delivery teams to address the feedback and ensure resolution and closure of the feedback.
- Keep the communication channel open between IHiS and the cluster/agency and CIO office.
- Support the portfolio engagement director in senior management meetings by gathering information and preparing meeting notes to keep the portfolio engagement director on top of the matter arising and the potential topics that will be discussed at the meeting.
- Understand the cluster / agency needs and pro-actively engage with the cluster/agency to uncover new initiatives and forward plan with the CIO office and delivery team to build up resources to support the new initiatives.
- Conduct regular check points meetings with cluster/agency and CIO office to ensure the workplan is on track and work within IHiS to resolve issues that the cluster/ agency and CIO office encounters.
- Conduct regular check points meetings with cluster/agency to ensure system performance are on track and work within IHiS to resolve issues that the cluster/ agency and CIO office encounters.
- Manage all contracting matters between IHiS and cluster/ agency.
- Ensure good customer satisfaction score from the cluster / agency and CIO office.
- If the CIO office has staff issue, they may escalate to the partner engagement manager to take it back to discuss with HR.
- Help the portfolio engagement director to manage key cluster stakeholders to drive cluster approval for projects
- Stays engaged and keeps abreast of needs and issues of the CIO office and cluster/agency.
- Bachelor Degree (IT related field preferred)
- Have prior account management experience
- A strong leader and excellent communicator who is driven and with the ability to manage multiple stakeholders including senior management at C-levels, IT teams, project teams, and vendors
- 10 years of relevant IT working experience in a large and complex environment, preferably with experience and a broad understanding of healthcare business processes