Director of Customer Management Strategic Healthcare Programs
Department: Client Services
Location: Santa Barbara, CA
Strategic Healthcare Programs (SHP) is a 15-year-old, highly successful web-based healthcare business intelligence company based in Santa Barbara, California, and serving 5,000 clients nationwide.
Everyone at SHP has a big impact on our products, our clients, and each other; and were very particular about who we hire because maintaining our culture is imperative. We value innovation, intelligence, integrity, passion, positive attitude, work ethic and a sense of humor. Our culture is fast-paced and high output.
Our most important asset is our client base; therefore, the Director of Customer Management (DOCM) plays a key role in maintaining the stellar performance and reputation of our CM department.
We are seeking an experienced manager with advanced technical skills, and an equal proficiency in dealing with external customers in a high-level capacity. The candidate must be proficient in problem solving and the use of technology to achieve greater efficiencies.
Maintains a highly effective and responsive customer management team; includes recruiting, interviewing, hiring, orientation, and ongoing management
Insures proper flow from client fulfillment through ongoing client retention
Develops relationships with key SHP clients and insures their satisfaction with services
Learns the companys products and serves as a resource for staff
Provides direct management to team members; strong knowledge of FLSA and other key employment requirements for the State of California
Develops and monitors compliance with systems, processes, etc.
Effectively communicates with software developers, sales staff, healthcare clients, vendors, to drive resolution of issues
Works with billing department to ensure prompt renewals
Collaborates with marketing department, as required
Maintains a client retention rate of at least 90 consistently
Uses SQL to write ad-hoc queries and run analyses
Maintains a customer satisfaction rating of 95 consistently
Participates in product development meetings and serves as the voice of the customer and the CM department
Proactively identifies and solves issues with any dissatisfied clients, ending in a positive outcome
Strictly adheres to HIPAA guidelines among the departments staff
Utilizes and suggests technology solutions that allow for further scalability
Knowledge, Skills, and Abilities
Bachelors Degree with at least 10 years of experience providing all levels of technical support with hands on experience troubleshooting computer/network issues.
At least 5 years of direct management experience; preferable in for-profit, technology companies with similar make-up to SHP
Strong organizational skills. Ability to organize, manage and prioritize multiple tasks and meet specified deadlines.
Excellent written and oral communication skills; ability to communicate successfully across a wide variety of communication styles.
Sales experience a plus.
Positive conflict resolution skills
Proficient in use of Microsoft Office programs (Word, Excel, Powerpoint, Outlook), SQL, CRM (MS Dynamics preferably), Sharepoint, MS Project, MS Visio, Adobe Photoshop experience is a plus.
Superb work ethic
||222 East Canon Perdido |
Santa Barbara, CA 93101