Strategic Account Manager/Consultant (Healthcare)

Walker Information, Inc.; Indianapolis (IN); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading Experience Management firm is seeking a Strategic Advisor to oversee healthcare clients in enhancing their experience management capabilities. This remote role focuses on strategic account management, fostering strong client relationships, and requires8 years of related experience. Join a diverse team dedicated to improving patient outcomes through innovative CX solutions.

Qualifications

• 8 years of consulting experience in healthcare or customer experience.
• Bachelor's degree required.
• Experience with customer feedback platforms like Qualtrics preferred.

Responsibilities

• Manage strategic accounts, nurturing client relationships.
• Conduct workshops and interviews for client needs assessment.
• Analyze qualitative and quantitative data for actionable insights.

Skills

Executive Interviews

Facilitating Workshops

CX Research Understanding

Actionable Business Recommendations

Communications with C-Suite

Education

Bachelor’s degree in business, Psychology, Sociology, or related field

CCXP or CPXP certification preferred

Tools

Qualtrics

Monday.com

SAP ByDesign

Job description

Job Details

Job Location: Remote - Indianapolis, IN

Salary Range: Undisclosed

Description

Walker Overview

Walker is a full-service Experience Management (XM) firm. We believe everyone deserves an amazing experience. This is our purpose, and we fulfill it by providing the world’s leading brands with the services, guidance, and best practices needed to get the most from their XM programs.

Walker is located in Indianapolis, IN. We are open to on-site, hybrid, or remote work locations to meet the varying needs of our team members. Remote options are available from any state in which we have operations in the continental United States. Walker is intentional and mindful about creating a diverse workforce that is compensated fairly and is free to be their authentic selves. We know doing this will further enhance the experience our associates and customers have with our company.

POSITION SUMMARY:
Walker is seeking an experienced Strategic Advisor to join our healthcare practice. In this role, you will lead, nurture, and grow Walker’s strategic accounts by designing, managing, and optimizing their experience management (XM) capabilities. You will also provide advisory guidance during implementations to ensure our clients achieve their goals.

As a Strategic Advisor, you will primarily focus on our clients within the healthcare sector, including providers, payors, and life sciences organizations. Your expertise will be crucial in helping these clients enhance their XM capabilities and drive meaningful improvements in their operations and patient outcomes.
If you are passionate about making a difference in the healthcare industry and have a proven track record in strategic account management and experience management, we would love to hear from you. Join us at Walker and be part of a team that is dedicated to transforming the healthcare experience.

RESPONSIBILITIES:
• Review and synthesize client-provided strategic business documentation.
• Play a pivotal role in nurturing and expanding our client relationships, ensuring their satisfaction and success.
• Identify opportunities for account expansion and upselling of services, demonstrating the value we can provide.
• Play the leading role in building and maintaining strong client relationships while providing expert consulting advisory services.
• Structure and lead quarterly business reviews with clients to understand evolving needs, strengthen relationships, ensure satisfaction, and drive success.
• Conduct qualitative interviews with executives (phone & in-person)
• Facilitate onsite and virtual client workshops (e.g. journey mapping, action planning)
• Design holistic CX programs (e.g. survey creation, sample plan, communications plan)
• Analyze and interpret qualitative and quantitative data (e.g. text analysis, driver analysis)
• Develop client deliverables (e.g. maturity assessments, journey maps, insights reports)
• Create and present key findings, takeaways and recommendations to client executives

EDUCATION AND EXPERIENCE:
• Eight (8) years of customer, patient, or employee consulting experience (either in-house practitioner or as an external vendor), ideally including Digital CX/UK
• Bachelor’s degree in business, Psychology, Sociology, or a related field required
• CCXP or CPXP certification preferred
• Experience with customer feedback platforms (experience with Qualtrics preferred)
• Digital Customer Experience (Digital CX) or User Experience (UX) familiarity preferred

KNOWLEDGE, SKILLS, AND ABILITIES
• Skilled in facilitating 1-on-1 executive interviews, small group discussions, and workshops
• Holistic understanding of CX research, including qualitative & quantitative approaches
• Able to translate complex research insights into actionable business recommendations
• Effective written and verbal communication skills, including strong presence with C-Suite
• Able to work independently (problem-solving & decision-making) with client stakeholders
• Skilled at building long-term, partnering client relationships by understanding needs
• Personable and strongly demonstrates Walker’s core values
• Previous experience with work operating systems and enterprise resource planning platforms is helpful (Monday.com and SAP ByDesign preferred)

• Availability and willingness to travel (25% minimum)

Walker is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Why work at Walker? https://walkerinfo.wistia.com/medias/wwmqw7ssw2

Qualifications

EDUCATION AND EXPERIENCE:
• Eight (8) years of customer, patient, or employee consulting experience (either in-house practitioner or as an external vendor), ideally including Digital CX/UK
• Bachelor’s degree in business, Psychology, Sociology, or a related field required
• CCXP or CPXP certification preferred
• Experience with customer feedback platforms (experience with Qualtrics preferred)
• Digital Customer Experience (Digital CX) or User Experience (UX) familiarity preferred

KNOWLEDGE, SKILLS, AND ABILITIES
• Skilled in facilitating 1-on-1 executive interviews, small group discussions, and workshops
• Holistic understanding of CX research, including qualitative & quantitative approaches
• Able to translate complex research insights into actionable business recommendations
• Effective written and verbal communication skills, including strong presence with C-Suite
• Able to work independently (problem-solving & decision-making) with client stakeholders
• Skilled at building long-term, partnering client relationships by understanding needs
• Personable and strongly demonstrates Walker’s core values
• Previous experience with work operating systems and enterprise resource planning platforms is helpful (Monday.com and SAP ByDesign preferred)

• Availability and willingness to travel (25% minimum)