This role is for a Client Relationship & Events Manager responsible for strengthening and scaling Savannah Informatics’ client relationships through structured client management, capacity-building programs, and high-impact regional and local workshops and events. The Manager owns the planning and delivery of client-facing events, including agendas, speakers, logistics, content, and feedback loops. It also drives knowledge building for client teams and leads product launches to ensure adoption, excitement, and measurable client outcomes.
Key Responsibilities
Client Relationship Management
- Own a portfolio of key accounts (or a defined region) with clear relationship KPIs and engagement plans.
- Build and maintain strong relationships with client executives, administrators, and operational teams.
- Run structured governance: Quarterly Business Reviews (QBRs), monthly check-ins, action tracking, and escalation follow-through.
- Maintain a client stakeholder map i.e., roles, influence, champions, decision makers and a relationship health score.
- Coordinate internally with teams such as Product, Support, Tech, Field teams to ensure client priorities are understood and delivered.
Workshops, Regional & Local Events
- Design and execute a calendar of client workshops/events aligned to business goals, including adoption, compliance, revenue outcomes, and user competence.
- Own end-to-end event delivery: concept, objectives, agenda, invite list, speakers, venue/virtual setup, run-of-show, and post-event reporting.
- Identify and curate speakers, including internal SMEs, client champions, and partners, and support them with briefs and presentation templates.
- Ensure consistent quality and brand experience across all events.
- Manage event budgets and vendors like venue, AV, catering, printing, and travel where applicable.
Knowledge Building & Capacity Building
- Build a structured enablement program for client teams: onboarding refreshers, advanced training, role-based learning tracks, and refresher clinics.
- Create and maintain training assets: agendas, facilitator guides, slide decks, FAQs, job aids, and post-training assessments.
- Coordinate training delivery with regional Client Success teams and track attendance, competency, and outcomes.
- Capture common challenges and learning needs and feed insights into Product and Support for continuous improvement.
Product Launches
- Lead client-facing product launch planning and execution for new features, enhancements, and rollouts.
- Create launch plans including: target audience, messaging, release notes/announcements, demos, training, and adoption monitoring.
- Organize launch events/webinars and ensure materials are client-ready; clear, practical, and outcome-focused.
- Track launch success through adoption metrics, user feedback, and post-launch stabilization issues.
Measurement, Reporting & Continuous Improvement
- Own reporting for relationship KPI performance and events impact (e.g., attendance, satisfaction, adoption lift, training outcomes).
- Run post-event feedback loops: surveys/NPS, debriefs, and improvement actions.
- Maintain a central tracker for events, training sessions, stakeholder engagements, and outcomes.
- Contribute to the Client Success playbook and standard operating procedures for events and client communications.
KPIs / Success Measures
- Client relationship health score per account or region and improvement over time.
- Support for client retention and renewals through influence and enablement.
- Workshops and events delivered compared to plan, tracking quarterly and annual calendar adherence.
- Event attendance and engagement rates, including invited versus attended and participation levels.
- Training effectiveness measured by pre- and post-assessment improvements, reduced repeat tickets, and confidence scores.
- Product launch adoption, including feature usage growth, time to adoption, and rollout completion rate.
- Client satisfaction for events, using CSAT/NPS scores, speaker ratings, and qualitative feedback.
- Quality of execution, including adherence to run-of-show, stakeholder management, and timely post-event reporting.
Required Qualifications & Experience
- Bachelor’s degree in Business, Communications, Public Health, IT, Health Informatics, or related field.
- 4–7 years’ experience in client management, customer success, training/enablement, events/program management, or partnerships.
- Proven ability to plan and execute workshops/events end-to-end (in-person and virtual).
- Strong stakeholder management skills; comfortable engaging executives and operational teams.
- Experience creating training content and facilitating sessions or coordinating facilitators.
- Strong project management, organization, and attention to detail.
- Comfortable working in a fast-paced health-tech environment with multiple stakeholders.
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