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Director Of Customer Experience
Company | PathAI |
Address | Memphis, TN, United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-09-13 |
Posted at | 9 months ago |
Memphis
- Positively impact our culture by building initiatives that are inclusive, drive connectivity and collaboration.
- Act as a link between external customers and internal operations, while demonstrating a positive and professional image through phone and e-mail communications; while also serving as part of an escalation path for issues, questions and feedback.
- Drive broader product adoption, customer outcomes and customer experience through optimized service processes
- Communicate strategy, set milestones and regularly report updates to inspire confidence.
- Operate in compliance with all regulatory requirements and company policies.
- Identify strategic solutions to increase overall lab efficiency by implementing new technology applications.
- Enable and lead team with formal training, training documents and role clarity
- Leverage existing client service data and maximize automated reporting on key metrics to drive customer and operations insights, fueling our strategies and actions while driving productivity and customer success
- Set overall strategy, key performance indicators and clear expectations and coach to unleash team’s potential
- Act as a key contributor on the Diagnostic Leadership team, advancing our strategic initiatives and commercial success.
- Document all communication and maintain appropriate records and database of customer information.
- Interview and collaborate with customers to design processes and trainings to meet unique customer needs.
- Influence future lifetime value through higher product adoption, customer satisfaction and business retainment
- Advocate for company roadmap additions and alterations given customer needs.
- Evaluate employee performance to ensure competency is maintained and documented.
- Establish positive, collaborative relationships with customer(s) and lead team to proactively solve customer problems and resolve pain points of varied complexity.
- Hire, develop, and retain qualified staff members.
- Proactively identify and troubleshoot problems that may adversely affect customer success.
- Liaise with key operations stakeholders and serve as on-site leader of coordinated activities.
- Deeply collaborate with internal stakeholders and make trade-offs to balance critical customer needs with business resources and initiatives.
- Responsible to lead a team to deliver a high level of service, maintain customer health and satisfaction and effectively manage internal and external customer expectations, thus supporting the commercial success of PathAI Diagnostics.
- Experience setting strategic plans, improving processes and change management
- Understanding of HIPAA and importance of privacy of patient data.
- 7-10+ years commercial experience, leading teams in the healthcare or laboratory industry, with experience in a role where service skills are required.
- Experience with phone-based support or call center experience.
- Ability to communicate effectively and follow written and verbal instructions.
- Self-motivated and able to thrive in a results-driven environment.
- Ability to handle multiple tasks and work in a fast-paced environment.
- Bachelor’s degree in Business, Marketing or Life Sciences
- Notable interpersonal skills with a passion and enthusiasm for providing unparalleled service to prospects and clients.
- Computer proficiency, strong typing and data entry skills, demonstrated attention to detail and excellent organizational skills.
- Ability to learn and use laboratory management systems.
- Ideally, experience launching new technologies or innovations in client service / laboratories.
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