Manager Customer Experience-Field

This position will own client relationship and will act as the escalation point for all programs services, projects and operational performance issues.

• Regional Representative for CE to liaise with Regional leadership to identify and resolve service issues. Identify root cause to issue types, root cause analysis and work with CE and regional management to resolve underlying contributions to service failures. Liaison, Coordinator.
• Applies project management skills including the ability to manage multiple client programs and client driven initiatives (technical and non-technical) of various diverse scopes in a cross-functional environment.
• Applies advanced knowledge and understanding of concepts, principles, and technical capabilities to manage a wide variety of projects.
• Participates in the development policies and procedures to achieve specific goals.
• Recommends new practices, processes, metrics, or models Strong writing/Grammar skills.
• Resolves and/or escalates issues in a timely fashion.
• Builds a knowledge base of each client's business, organization and objectives.
• Generate timely and concise communication to leadership regarding project status and pending issues.
• Manages various work plans to ensure project commitments are met - on time.
• Perform other duties and responsibilities, as assigned.

• Bachelor's degree in Business, Marketing, Environmental Safety and Health preferred OR related work experience, particularly a regulated industry.
• 3-6 years' experience managing an inbound inquiry-based customer service team (people, process, and technology) to deliver high-quality experience efficiently as well as managing sales support activities preferably in the health care industry.
• Proven performance in rapidly growing company with national presence.
• Competent in process improvement methodology and tools.
• Experience using CRM tools in business-to-business environment to support customer service activities. Appropriate technical acumen in telephony and legacy-based systems. Proficiency in software including Word, Excel, PowerPoint and Visio.