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Client Relationship Manager

Weill Cornell Medical College

New York, NY
Weill Cornell Medical College
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Job Details

Position Summary

Reporting to the Manager of Service Delivery within Client Services group of ITS, the Client Relationship Manager owns and protects the relationship between ITS and our clients\. This spans across the missions \(Education, Clinical Care, Research\) of Weill Cornell Medicine and includes key stakeholders such as Department Administration, Chairs, Faculty, Student Leadership, research scientists and staff and WCM administration, among others\. The Client Relationship Manager will market our services to decision makers at the mission and department levels\. The Client Relationship Manager will act as an interface for departments and an escalation path for concerns and major IT issues, and is expected to provide education and training to the WCM community for several of our service offerings

Job Responsibilities

+ Act as a liaison and escalation point for departments for all service requests, improvements, changes, technical inquiries, projects, initiatives and escalations\.

+ Own and proactively manage a portfolio of key client relationships\. Build trusted relationships with stakeholders at all levels\.

+ Collect system requirements and document user concerns to support user strategies\. Work inside the user departments to ensure they are proactively leveraging existing technology and services and avoiding redundancy, waste, and policy conflicts\.

+ Communicate ITS enhancements and projects with users through meetings, lunch & learn sessions and through 1:1 outreach initiatives\. Educate the community on best practices and policies surrounding ITS services\.

+ Coordinate upgrades and training with staff and departments\. Assist in developing Service Delivery standards, policies and procedures for the organization\.

+ Maintain knowledge of industry trends and their potential impact to the Client

+ Consult and coordinate with other service and support partners including POIS, Library,Finance, RASP, NYP, vendors and the user sites to plan and implement ITS services, practices, and operations at these locations\.

+ Participate in projects representing users and/or departments and Client Services that include various phases and deliverables\.

+ Assists with the development of training and education materials, newsletters, and other communication tools


+ Bachelor's Degree in related field


3\-4 years related work experience\. Relevant professional experience can be substituted for a degree\.

Knowledge, Skills and Abilities

+ Ability to develop and maintain strong relationships built on mutual vision, trust, collaboration and accountability without direct lines of authority\.

+ Knowledge and understanding of ITIL\.

+ Project management experience and/or PMP certification\.

+ Understand Information Technology foundational concepts such as Software Operating system platforms, Storage and Cloud\-based services and basic Wired/Wireless network services

Licenses and Certifications

Working Conditions/Physical Demands

Must be willing to work flexible hours, which may include early mornings, late nightsand/or weekends at times depending on project requirements

Weill Cornell Medicine is a comprehensive academic medical center that's committed to excellence in patient care, scientific discovery, and the education of future physicians in New York City and around the world\. Our doctors and scientists\-faculty from Weill Cornell Medical College, Weill Cornell Graduate School of Medical Sciences, and the Weill Cornell Physician Organization\-are engaged in world\-class clinical care and cutting\-edge research that connect patients to the latest treatment innovations and prevention strategies\. Located in the heart of the Upper East Side's scientific corridor, Weill Cornell Medicine's powerful network of collaborators extends to its parent university Cornell University; to Qatar, where an international campus offers a U\.S\. medical degree; and to programs in Tanzania, Haiti, Brazil, Austria and Turkey\. Our medical practices serve communities throughout New York City, and our faculty provide comprehensive care at NewYork\-Presbyterian Hospital/Weill Cornell Medical Center, NewYork\-Presbyterian/Lower Manhattan Hospital, and NewYork\-Presbyterian/Queens\. At Weill Cornell Medicine, we work together to treat each individual, not just their conditions or illnesses, as we strive to deliver the finest possible care for our patients \- the center of everything we do\. Weill Cornell Medicine is an Equal Employment Opportunity/Minorities/Females/Vet/Disabled employer\.
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