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

2. 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

3. 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

4. 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

5. 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

6. 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

7. Post Live Client Services Building a Brighter Future Together

8. 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

9. 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

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

11. Code Blue Responders

12. 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!!

13. 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 !

14. 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

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

16. 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

17. 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

18. 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

19. 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

20. IT TAKES A TEAM….

21. Hardware Department

22. System Engineering

23. DBA’s

24. Sales

25. Education

26. HIS Department

27. Technical Systems Programming and Support

28. Building a Better Team Ensures the Mission will be accomplished

29. 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

30. Mission Debriefing