Think Beyond The Label Jobs

Customer Experience Manager 4 Job ID 2023-11344

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1 Job Locations Remote - U.S. Category Sales Overview The Customer Experience Manager 4 drives customer retention, loyalty, advocacy, growth, and community participation by creating, managing, and executing on strategies and activities related to customer community user groups and advisory councils. This position collaborates with senior leaders, cross-functional teams, and customers to maximize the voice of the customer (VoC) feedback within the organization's current customer/client base and contributes to the customer feedback process. What you will be doing Plan, coordinate, and manage customer contact processes, ensuring participation and enrollment levels in advisory council activities. Operate as a trusted advisor on issues and trends; provide general consulting services leveraging expertise and significant best practice knowledge. Establish, facilitate, and direct a cross-functional team of internal resources to plan and participate in advisory council meetings. Collaborate with product and marketing teams to align corporate strategies with advisory councils; create framework for team to execute on. Create, promote, and advocate content across business to support customer success programs. Creates an annual plan for implementation, member recruitment, and ongoing execution of Healthcare Advisory Council activities. Lead, participate, and support customer interaction, including online and offline communities, events, advisory councils, user groups, and executive roundtables. Analyze, interpret, document, and report on customer comments and facilitate the development of specific recommendations collected during advisory council meetings. Creates, requests, and provides healthcare content that supports customer success and customer experience programs. Conduct closed loop process (inner and outer) based on customer feedback collected through solicited or unsolicited processes. Mentor, coach, train, and provide feedback to other team members; provide feedback to leadership on abilities of team. Operate as an innovative thought leader; contribute significantly to the overall growth and quality of the department through knowledge sharing and coaching on current best practices and market trends. What will make you successful Bachelor's degree or equivalent work experience 8+ years of relevant experience in a customer-facing, healthcare management, or clinical role. Demonstrated deep understanding of the healthcare industry. Experience in the high-tech industry focused on business-to-business relationships or healthcare I.T. management. Experience working directly with healthcare customers or partners to solve business or healthcare challenges. Excellent communication, facilitation, and presentation skills required. Organized and experienced at successfully multi-tasking. Strong oral and written communication skills, demonstrating a professional demeanor and the ability to interact with others with discretion and tact. Demonstrated ability to establish a vision, think critically, and be creative. Ability to manage a budget and measure and report on results. Ability to form executive relationships quickly to gain trust and provide value Excellent collaboration skills, applied successfully within team as well as with all levels of employees in other areas Capable of adapting corporate product and marketing materials to relevant, localized formats. Up to 20% travel time is required. Based on individual states' employment laws, the following details are to comply with the relevant salary posting requirements: base salary range of $100,000-$125,000 and eligible for bonus and benefits What you can expect next