Teaming With Your AE Fantastic Voyage Building a Brighter Future Together Presented by POST LIVE AE Team Teaming With Your AE

Mission Objective EXPLORING AN EFFECTIVE PARTNERSHIP WITH YOUR POST LIVE ACCOUNT EXECUTIVE How can your AE participate with you, our Client, in building a successful team What role does the Account Executive serve in creating best communication How do they contribute as your strong voice within SCC How can their skills help you achieve your team goals What is the most valuable contribution an AE can make to your organization

Who’s Who… An Introduction to the Post-Live Team Post-Live AE – Manages all Post-Live Clients after Implementation AE Associates – Assists and trains with the PL AEs to manage and cover the client needs Load Coordinators – Responsible for all Post-Live Software Loads with the exception of those accomplished during Upgrades Corporate Account Executives – Within these structured corporate accounts, they perform the roles of PL AE, Implementation and Upgrade project managers

Ancillary Groups Contract Management – Assists with quotes, Milestone Completion Form, SCR, Processing of Po’s Implementations - The central point of contact for any aspect of the implementation. They manage all aspects of client implementation including but not limited to scheduling, billing and project status Upgrades - Manage hardware and software upgrades, new modules, affiliate sites and/or database upgrades. The interaction with an assigned client is limited to the scope of the project

A Skillful Teammate The Post Live Account Executive Support the purpose of Building a TEAM Effective Communicator in the SCC/Client Relationship Interested and dedicated listener Accountable to the Clients and to SCC Understands the processes and how to accomplish objectives Shares and supports client objectives – a skilled facilitator Able to access the needed resources YOUR VOICE AT SCC

Contacting Your PL AE Escalate Facilitate during difficult communication issues Provide clarification or negotiation Assist with quote development and delivery Obtain information on new releases, current trends or processes Manage Patch Projects Discuss questions and concerns

Post Live Client Services Building a Brighter Future Together

Researcher Dedicated to a successful mission Identifies the objective Reviews tasks, contracts, quotes and seeks clues Analyzes all aspects of the situation Seeks answers to the questions Communicates results Documents discussion and requirements

Persistent Analyst Requires the answers – Prevents breakdown in communication Identifies Priorities Determines necessary resolution Secures and expands team resources as needed Seeks status updates Solves problems

First Responders Handle Emergencies Priority Issues that need to be resolved Address Billing Issues Quote escalation Task Resolution Address SCR Concerns

Code Blue Responders

Therapists Focus on the GOALS of the MISSION Encourage clear communication – respect different options Clarify and compromise on issues without clear boundaries Identify positive solutions Console and look for alternative solutions Motivate CELEBRATE SUCCESS!!

Humble Servants Fountains of Infinite Wisdom Know a little something about everything Hardware, Software, Instruments, Instrument Interfaces, HIS Interfaces, AIX, AE Processes, Client Services Processes, other departments processes, SCC Processes, Client Systems, Software Versions, Releases, Patches, Hot Fixes, PR, Hot Issues, Ever- Changing Current Issues, Client Base, Client Contacts, Affiliates, Special Agreements, Contracts, Billing, SCR’s, Invoices, Milestone Completion Forms, too many spreadsheets to count, databases, Oracle, Vista, Project Plans, Conference Calls, Training, Business Practices, Politics, Red Tape, Important Deadlines, BB, Lab, Web, ID, Media, Donor, Path, AR, New and Upcoming Products, Patient Safety Issues, Comprehensive Patch, Software Loads, Upgrades, Sales, Education, Project Management, Travel Requirements… have bag will travel, and on occasion Karaoke skills !

Humble Servant / Advocate Your PL AE is always a good advocate with the ability to listen, analyze, advise, direct, mitigate, negotiate, communicate, document, interpret, comprehend, translate , educate and…….. Last But Not Least COLLABORATE

Our Focus on the MISSION is interrupted for the news……… Sometimes it’s good…… Sometimes it’s not so good

Sometimes it’s good…… We have some good news!! The correction is available on your current line Yes, you will be receiving a credit for this Actually, SCC will take care of this at no charge to you We have located the issue Your HF has been approved Your SCR has been completed Your requested patch has been released

Sometimes it’s not so good ! Sorry, that correction is not in your release Notifications- price increases, upgrade letters, etc This is a billable item This is not covered on your maintenance agreement The HF was not approved This will have to be done as an SCR The patch is not released yet

Client Team Members Sharing our Mission Let us know up-front what it is you are trying to achieve Specifics over generalities Providing the clues for the Who, What , When, Where, Why, How Many? Let us know deadlines/expectations ahead of time Reference the task number Contact us as often as you need to Provide examples of specific goals Give positive and negative feedback

Post Live AE’s Mission Success Look at the situation through the client’s eyes Vocalize the client’s needs and expectations to the necessary parties within SCC Promote Accountability Communicate the need for timely follow up, and follow through COMMUNICATION, COMMUNICATION and More COMMUNICATION Build a relationship with your client…...…Establish Rapport

IT TAKES A TEAM….

Hardware Department

System Engineering

DBA’s

Sales

Education

HIS Department

Technical Systems Programming and Support

Building a Better Team Ensures the Mission will be accomplished

A Successful Mission… WIN WIN !! Better information means quicker resolution The more we learn about how we can work together the more successful the team will be Account Executives Your Voice at SCC An Auxiliary Team Member A Partner

Mission Debriefing