Director Of Customer Success/Hospital Liaison - Southern Nj Region (Prefer Healthcare Or Medical Industry Background)

Assigned Senior Recruiter: Tom Williams, [email protected]

There may be opportunity for some work from home during the first 60-90 days. After the 90-day period of training and orientations working with the team, the position will be remote-based.

It is imperative that the candidate be local enough to our corporate office in Mount Laurel NJ that they commit to being on-site for at least the first 90 days.

HIRING MANAGER DOES PREFER CANDIDATE COMING FROM HEALTHCARE OR MEDICAL INDUSTRIES BUT SHE MAY BE OPEN TO OTHER INDUSTRIES

Reports to: Vice President of Customer Service initially (Customer Service/Success falls under Regulatory & Compliance). Later will report to Director of Customer Success - Northern Region.

Technology Requirement: Must be very savvy with Microsoft applications (for example, using PowerPoint - communicating effectively about charts and grids and speaking to Data Analytics

Interview Process: 1st interview - Team or Zoom Screen and 2nd interview - in-person interview in Mount Laurel.

Director of Customer Success (Independent, "Stand Alone" Role)

Company Overview

Persante Health Care is a national provider of sleep and balance center management services to hospitals, physician practices and patients. Our expertise in sleep and balance related disorders is a result of the merging of four unique industry leaders that revolutionized the out-sourced delivery model of sleep, balance diagnosis, and therapeutic treatment. This comprehensive approach to serving our client’s patients in a high-quality manner has earned recognition and accreditation from The American Academy of Sleep Medicine and The National Sleep Foundation. At Persante, we are committed to making positive changes for our clients, patients, and associates and to helping them meet their goals and expectations. Persante continues to welcome new talent to our team. Explore our open positions and apply to become part of Persante’s growing family.

Position Overview

As the Director of Customer Success, you will have responsibility for acting as the corporate liaison to Persante’s hospital partners post sale. You will be directly responsible for the project management of new customer implementations inclusive of all associated processes and documentation related to the set up and ongoing management of a partner hospital’s program.

The Director of Customer Success is also involved in pre-sales activities as a resource and will also assist the Business Development team post sale in identifying additional service opportunities with the customer as applicable. This role will encompass all Persante’s service lines including Sleep and Balance Care.

Additionally, this role, in partnership with the Director of Business Development, will be responsible for the development and presentation of Persante’s bi-annual Business Review summary for our clients. This position is critical to the success of both initial onboarding and ongoing client retention.

Your Primary Duties and Responsibilities included the following:

As with any job, other duties may be assigned to you as appropriate.

1. Collaborates and participates with quality assurance reports to internal and external customers.

2. Attends quality assurance meetings, physician meet and greets and other appropriate meetings.

3. Manages the relationship with the client throughout the onboarding process and beyond from a quality of service perspective.

4. Ensures the services delivered by Persante are consistent with customers’ expectations and what has been contractually agreed to between the client and the company.

5. Acts as the escalation point when issues arise with Persante's services and facilitates managing the resolution.

6. Reports internally on status of both onboarding and client satisfaction.

7. Other duties as assigned.

Competency you need

To perform your job successfully, you should demonstrate the following competencies. These competencies will be measured on your performance evaluations.

1. Business Ethics (10%) - Treat people with respect. Keep commitments you

make. Inspire the trust of others. Work with integrity and ethically. Uphold organizational values

2. Leadership (20%) - Demonstrating courage to lead team through evolving

business environment, both from internal and external requirement. Display original thinking and creativity. Appropriately mentor and work with team and peers to meet challenges with resourcefulness. Generate suggestions for improving work. Through synergy of team develop innovative approaches and ideas. Present ideas and information in a manner that gets others' attention.

3. Planning/Organizing (40%) - Prioritize and plan work activities. Use time efficiently. Plan for additional resources. Set goals and objectives. Organize or schedules other people and their tasks. Develop realistic action plans. Ability to handle a multitude of projects simultaneously.

4. Communication (20%) - Communicate effectively. Express ideas and thoughts verbally. Exhibit good listening and comprehension. Keep others adequately informed. Select and use appropriate communication methods.

5. Judgment (10%) - Display willingness to make sound, timely and relevant decisions. Exhibit sound and accurate judgment. Support and explains reasoning for decisions. This Includes assuring that the appropriate people are in decision-making process.

Qualifications for Your Job

To perform this job successfully, you must be able to perform each primary duty satisfactorily. The requirements listed below are representative of the minimal knowledge, skill, and/or ability you are required to possess.

Education and/or Experience - Bachelor's degree from a four-year college or university; five years related experience and/or training; or equivalent combination of education and experience.

Project management experience and/or demonstrated skill set. Knowledge of Persante’s internal systems (i.e. procedures, standards of practice and associated software applications) is essential.

Language Skills - Ability to read, analyze, and interpret complex data. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to effectively present information to top management, public groups, and/or boards of directors.

Mathematical Skills - Ability to calculate figures and amounts such as proportions, percentages and all sleep appropriate calculations. Ability to manage large volumes of complex data.

Reasoning Ability - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills - To perform this job successfully, you should have knowledge of MS Outlook, MS Excel, MS Word, MS Access, MS PowerPoint, MS Publisher, Visio, MS SharePoint and Adobe Acrobat Reader software.

Physical Requirements & Mental Demands

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the primary functions this job. In terms of an 8 hour work day, you are expected to perform the below actions on a percentage of time basis.

Rarely <1%

Occasionally 1- 33%

Frequently 34 – 66%

Continuously 67 -100%

Your Work Environment

All work is performed in a general office environment. Lighting and temperature are adequate, and the noise level is generally quiet.

Other Things You Should Know

You have a second job title: Owner. And as an owner, you have a vested interest in the company's success. Here are some tips for ensuring your success in making our organization better every day.

Live the Motto "Great partners, Great people" - Take exceptional care of our clients - both existing client hospitals and providers and prospective ones. What sets our company apart from the competition is our reputation for exceptional service. If you make extraordinary service your mission in tasks great and small, we will all reap the benefits.

Venture Beyond the Cube - Get to know the folks outside your department and learn what they do and why. You can better communicate and deliver all that we offer clients when you understand how every owner works and contributes to the whole.

Wield (and Polish) Your Tech Tools - You've got a whole toolbox of software at your fingertips. Are you sticking to the few features you already know how to use, or are you seeking out new ways to work smarter (not harder)? Pick your co­ owners' brains for tips and tricks; small changes can have a big impact.

Stuff the Suggestion Box - Have an idea you think might improve operations? As somebody who's on the ground and in your department's trenches, you have a unique perspective on dozens of day-to-day details that impact our service goals. If you identify a way a process could better serve our clients, tell us.

Be the Waste Police - If you spot a waste or inefficiency in your department or another, politely, professionally, and persistently speak up. We want to hear about the problem and, most importantly, your suggestion for a solution.

Never Stop Learning - We hired you because you excel within your profession. Stay on top by keeping abreast of your ever-evolving discipline. What's new, what's working, what's not - the more you know about the latest news, trends, and techniques in your professional sphere, the better we'll all be for it.

Take Care of Clients...Again - Taking care of our clients should be first and last in our minds. In the quest to optimize productivity, it's easy to turn on the tunnel vision and lose sight of the big picture: providing extraordinary service. Please pause now and again to consider whether certain efforts are helping our clients. If not, don't be afraid to examine and question those efforts.