Director of Client Success SolutionReach
THIS JOB HAS EXPIRED The Director of Customer Support is responsible for maintaining effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Client Success Department. This position is also responsible for the training and supervision of Client Success Representatives, and reports to the VP of Client Success.
You will, among other things:
support the Client Success leadership team in developing department goals, objectives, and systems.
monitor programs and procedures to ensure that the Solutionreach platform meets the service goals of the company.
maintain a comprehensive, working knowledge of the Solutionreach platform and services offered, as well as market trend of the industry.
develop and maintain the Client Success training program, measuring Client Success Rep performance and implement improvement to the program as needed.
coach and develop the CSR team on a daily basis, providing feedback as needed.
assist in the preparation and presentation of employee performance reviews.
provide feedback to the company regarding customer concerns, and to the Operations team to ensure all customers have accurate and timely information on account status and/or changes.
act as a resource for the Client Success team, resolving customer escalations in a professional and effective fashion.
perform other related duties as required and assigned.
have a Bachelors Degree and 5+ years experience in a leadership role, or equivalent combination of education and experience.
have a strong sense of business acumen, with a proven track record of success in a leadership role.
have experience successfully developing and managing onboarding initiatives for new customer accounts in SaaS-based businesses.
have a deep understanding and working knowledge of contact center technologies.
have experience managing teams supporting Saas-based services.
possess excellent written and verbal communication skills, with strong interpersonal savvy.
be tech savvy with an understanding of how medical practice needs can be better supported through technology.
have an awesome sense of humor.
Experience that is preferred:
experience working for a medical PM/EMR/EHR software company; or have medical office experience working with PM/EMR/HER software on a day-to-day basis; or have other related medical software and/or technology experience.
ability to demonstrate a knowledge and understanding of ambulatory care industry terminology and vocabulary.
A typical day might include:
coaching tenured team members, and supporting with the training of new Solutionaries.
discussing CRM KPIs with the Team Leaders over bagels, if it?s Tuesday.
playing a ping-pong match against the current champs.
Additional awesome things our Solutionaries get just for working here:
15 days PTO accrues their first year, in addition to 10 paid Company Holidays.
Bagel Tuesday, Monthly Birthday Lunches, Team lunches, random potlucks, and unlimited soda.
A Monthly Fitness Reimbursement to combat all the food we bring in.
401K matching -- 50% of the first 6% that our Solutionaries contribute.
Charity Donation matching -- we match, dollar-for-dollar, charitable donations up to $250 per Solutionary, per year.
Yearly Day of Service -- we take a random day off during the week, to volunteer in our community as a Company.
...among other stuff. Apply today to find out!
||Lehi, UT |
THIS JOB HAS EXPIRED