IT Client Success Liaison

Welcome! We’re excited you’re considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full.  Below, you’ll find other important information about this position. 

The IT Client Success Liaison is responsible for leading the marketing, project management, cost development, contracting, and client relationship coordination for IT enterprise system programs. This role requires extensive experience in program marketing, content presentation, and targeted information delivery. The IT Client Success Liaison will serve as the primary point of contact for client communications and escalations, coordinating site visits, town halls, and office hours. Additionally, this role plays a critical part in driving the growth and expansion of the program by identifying new opportunities, developing strategic partnerships and enhancing existing client relationships.

In addition to project leadership, responsibilities extend to planning, directing, and coordinating all aspects of IT projects, including project plan development, status reporting, issue tracking, scope management, resource and time management, communication, and risk management. The IT Client Success Liaison will work closely with IT teams, vendors, and customers to ensure the successful completion of projects, coordinate ongoing maintenance, and drive customer satisfaction initiatives to ensure services meet client needs and expectations beyond individual project deliverables.

MINIMUM QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Bachelor’s in Information Technology, MIS, Business Administration or Management, or related field required, OR five (5) years of relevant experience such as business, marketing, project leadership, project coordination, team lead, client relationship coordination.

2. Internal employees must meet all mandatory competencies in current position in order to qualify for promotion within IT.

EXPERIENCE:

1. Minimum of five (5) years of team lead, project lead, project coordination, business administration experience. Associate’s degree may substitute for relevant experience.

2. Minimum of five (5) years of information technology experience.

3. Minimum of three (3) year marketing and client relationship experience.

PREFERRED QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

1. Master’s in Information Technology, MIS, Business Administration or Management, or related field, OR five (5) years of relevant experience such as business, marketing, project leadership, project coordination, team lead, client relationship coordination.

2. Project Management Certification.

3. Experience in an academic medical center environment and/or large healthcare system.

4. Experience with electronic health record

5. Five (5) years of marketing and/or client relationship experience.

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position.  They are not intended to be construed as an all-inclusive list of all responsibilities and duties.  Other duties may be assigned.

1. Marketing:  Lead the development and ongoing refinement of comprehensive marketing materials that effectively communicate the program’s offerings, objectives, and value. This includes ensuring alignment with current strategies and incorporating updates that reflect the latest program developments. The role will oversee the coordination and presentation of these materials to diverse audiences, including stakeholders, clients, and internal teams, ensuring clear and impactful communication of the program’s goals and outcomes. In addition, the IT Client Success Liaison will facilitate high-level meetings and presentations, guide discussions, and manage follow-up actions to ensure alignment and progress toward program objectives. This position is also responsible for fostering engagement and understanding through consistent and strategic messaging across all communication platforms, driving a unified vision and ensuring the program’s success.

2. Communication Effectiveness: Responsible for ensuring transparent and objective communication regarding program status, issues, and successes to all stakeholders, including clients, management, and internal teams, while upholding established program standards. Lead and facilitate open, action-oriented discussions, effectively interpreting and clarifying both verbal and non-verbal communication. Oversee regular meetings to address progress, challenges, and escalation management. Drive pre-engagement planning, lead implementation efforts, and ensure smooth transitions to support, all while motivating teams and aligning resources to achieve program objectives and success.

3. Project Management: Lead and oversee the strategic planning and execution of complex projects, ensuring alignment with organizational goals and client needs. Define project scope, timelines, staffing requirements, deliverables, and resource allocation, ensuring effective use of resources to meet critical milestones. Utilize advanced project management tools, drive project progress, monitoring risks, and proactively addressing issues or barriers. Manage and document the change control process, ensuring project adjustments align with client requirements and expectations. Oversee all contracting responsibilities, including negotiating terms, managing contract compliance, and ensuring deliverables meet contractual obligations. Foster strong relationships with clients, ensuring their needs are understood and expectations are managed, while consistently tracking and enhancing customer satisfaction.   Guide the seamless transition of project support to customer service, ensuring post-project continuity and sustained client success.

4. Critical Thinking Skills and Problem Solving: Responsible for leading complex program initiatives, ensuring alignment with strategic objectives, and managing risks. This role involves coordinating cross-functional teams to resolve program challenges, optimizing resources, and maintaining RAID (Risks, Actions, Issues, and Decisions) logs to track and address potential risks and issues. The IT Client Success Liaison is responsible for recognizing emerging challenges and escalating them appropriately to senior leadership to ensure smooth program operations.

5. Collaboration: Responsible for fostering strong collaboration across all stakeholders, including customers, teams, and sponsors. This role involves establishing clear expectations and ground rules for behavior during program activities, ensuring a professional and productive environment. In high-pressure situations, the IT Client Success Liaison maintains a composed and focused demeanor, actively listening to accurately document issues and activating appropriate escalation protocols when necessary. The position requires the development of positive, trusting relationships with stakeholders, ensuring alignment on program goals and driving successful outcomes while maintaining high levels of satisfaction.

6. Accountability and Decision Making:  Proactively prioritizes both individual and team workloads with a strategic approach, anticipating potential risks, consequences, and opportunities for continuous improvement. This role involves setting and achieving realistic deadlines, proactively forecasting changes, and communicating both current and future challenges. Leveraging advanced decision-making capabilities, the IT Client Success Liaison demonstrates the judgement to act independently and escalate critical issues to senior leadership when needed. Additionally, the role requires an in-depth analysis of risks and the long-term impact of decisions, ensuring strategic, well-informed choices that drive program success and organizational growth.

7. Influencing and Leading:    Exerts advanced influencing and leadership skills to shape both immediate and long-term decisions, driving program success. By deeply understanding the corporate culture, the IT Client Success Liaison navigates organizational dynamics to effectively align stakeholders and resources, ensuring program objectives are met. This role requires the ability to influence decisions at all levels, using strategic insight to guide teams, mitigate risks, and achieve outcomes that support broader organizational goals.

8. Project Management Tools: Demonstrates an advanced understanding of the organization’s current versions of software to perform project planning and oversight, for example: MS Project, MS Office 365, MS Teams, MS SharePoint On-line.

9. Administrative Responsibilities:  Oversees departmental functions and meetings, driving the execution of administrative processes to enhance performance and productivity.  Support senior leadership by managing communications, developing strategies for operational improvements and fostering a collaborative work environment.   The IT Client Success Liaison will mentor junior staff, ensure high standards of support and work to improve cross-functional coordination to align with organizational goals.   

10. Contracting and Cost Development:   Responsible for managing all aspects of contracting, including negotiating favorable terms and ensuring adherence to legal and regulatory requirements, and mitigating potential risk.  Responsible for overseeing cost development by keeping the current costs aligned with the market trends, while creating and refining additional cost models as needed to support program growth and efficiency.    

11. Team Building: Responsible for fostering a collaborative, high-performing environment by promoting knowledge sharing, cross-functional collaboration, and continuous improvement.   This includes developing and maintaining internal documentation, facilitating workshops and encouraging feedback to strengthen relationships internally and with stakeholders.   Seeks and respects the views of others, including patients, project team members, and customers when appropriate. Implements strategics to enhance overall team effectiveness. 

12. This position will require up to 75% travel to other facilities or affiliated sites to complete marketing meetings, manage implementations and/or support, and complete client relationship tasks.

13. Adheres to the established policies of the West Virginia United Health System (WVUHS) as well as the policies of the entity or entities where the IT team member is assigned to work.

14. Other duties may be assigned.

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Frequent walking, standing, stooping, kneeling, reaching, pushing, pulling, lifting, grasping are necessary body movements utilized in performing duties through the work shift.

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Work is generally performed in both an office and healthcare (hospital, clinic, etc.) environment, with frequent interruptions and irregularities in the work schedule.

SKILLS AND ABILITIES:

1. Ability to handle and maintain confidential information.

2. Ability to work independently or cooperatively as a team member.

3. Ability to adapt to various workloads and assignments.

4. Ability to work with multi-disciplinary groups.

5. Possess excellent oral and written communication skills.

6. Ability to prioritize tasks.

7. Ability to work in a fast paced and rapidly changing environment.

8. Must be flexible.

Additional Job Description:

We are looking for a highly professional, client-focused individual with exemplary customer service, strong contracting expertise, and advanced Excel proficiency. The strongest candidate will combine these skills with technical acumen, enabling them to bridge operational needs with technology solutions.

Scheduled Weekly Hours:

40

Shift:

Exempt/Non-Exempt:

United States of America (Exempt)

Company:

SYSTEM West Virginia University Health System

Cost Center:

5804 SYSTEM IT Ambulatory

Address:

315 Point Marion Road

Morgantown

West Virginia

Equal Opportunity Employer

 

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.