Manager of Customer Experience -(Hybrid)
Company: American Medical Association
Location: Chicago
Posted on: April 18, 2024
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Job Description:
Manager of Customer Experience -
Chicago, IL (Hybrid)
The American Medical Association (AMA) is -the nation's largest
professional Association of physicians and a non-profit
organization. -We are a unifying voice and powerful ally for
America's physicians, the patients they care for, and the promise
of a healthier nation. To be part of the AMA is to be part of our
Mission to promote the art and science of medicine and the
betterment of public health. -
We continuously work to embed -equity -in our internal practices
and are committed to increasing the diversity of our staff across
all levels of the organization. - -We intentionally work to create
the right conditions to enable our employees to feel that they can
be their authentic selves and fully participate in the life of the
enterprise. -
We encourage and support professional development for our
-employees, -and we are dedicated to -social responsibility. -We
invite you to learn more about us and we look forward to getting to
know you. -
We have an opportunity at our corporate offices in -Chicago for a -
Manager of Customer Experience - on our Health Solutions team. This
is a hybrid position reporting into our Chicago, IL office,
requiring 2 days a week in the office.
As a Manager of Customer Experience , you will manages the design,
implementation and optimization of customer experience programs and
initiatives that ensure best-in-class customer experience for the
VeriCre and GUIDES product lines. - Directs activities to research
best practices, establish metrics, and collect and analyze customer
data and feedback. Focuses on customer satisfaction to ensure
customer satisfaction, loyalty, and retention.
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RESPONSIBILITIES:
Onboarding, Satisfaction, Loyalty & Retention of Customers
Research, develop, implement, and enforce company best practices
for customer experience processes procedures, policies, and
standards to optimize interaction between the company and
customers.
Monitor a variety of mediums including surveys, in-person and
virtual client meetings, and email feedback to evaluate how our
products meet our customers' requirements.
Monitor all avenues in which customers interact with the company
including and outside of traditional direct customer-facing
services.
In collaboration with marketing and HS operations, review
touchpoints and analyze feedback to understand customer
experience.
Create and document workflows for scaling our customer
experience.
Ensure the necessary resources, training, and tools are available
for successful onboarding of customers.
Ensure effective on-boarding of new customer relationships.
Build and maintain key relationships, leading to new/upsell and
recurring revenue.
Interface with customers on a regular basis to ensure customer
satisfaction.
Collaborate with the sales and product teams regularly to ensure
exceptional service and mutual goal attainment.
Staff Management
Guide and direct the team activities to ensure support reflects
positively on the brand.
Ensure the necessary resources, training, and tools are available
for delivery of high-quality service and customer experience.
Provide ongoing training and education for team members including
the AMA USC
Lead team meetings to review KPI's.
Responsible for continuous improvement across customer
satisfaction.
Work closely with Account Management/Sales, HSG Finance team and
AMA Finance to ensure agreement terms are met.
May include other responsibilities as assigned
REQUIREMENTS:
1. - - - - - Bachelor's degree required, preferably in
health-related field or business.
2. - - - - - 7+ years of total business experience required.
3. - - - - - 3+ years in healthcare services, content and/or
technology required.
4. - - - - - Experience with GUIDES to Physical Impairment and/or
credentialing data is preferred.
5. - - - - - Strong writing, presentation, persuasion and
negotiation skills and detail-oriented mindset.
6. - - - - - Demonstrated ability to initiate, negotiate and close
sales with accounts of all sizes and maintain relationships at all
levels.
7. - - - - - Excellent business management skills.
8. - - - - - Excellent multi-tasking, strategic planning, and
organization skills.
9. - - - - - Demonstrated ability to display and thrive in a
culture of excellence and accountability.
10. - - Proficient in MS Office products and SFDC.
11. - - Some travel required.
The American Medical Association is located at 330 N. Wabash
Avenue, Chicago, IL 60611 and is convenient to all public
transportation in Chicago. -
We are an equal opportunity employer, committed to diversity in our
workforce. - All qualified applicants will receive consideration
for employment. - As an EOE/AA employer, the American Medical
Association will not discriminate in its employment practices due
to an applicant's race, color, religion, sex, age, national origin,
sexual orientation, gender identity and veteran or disability
status.
THE AMA IS COMMITTED TO IMPROVING THE HEALTH OF THE NATION
Keywords: American Medical Association, Bolingbrook , Manager of Customer Experience -(Hybrid), Executive , Chicago, Illinois
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