Manager, Site Success (King Of Prussia, Pa)

We know why you are reading about this opportunity. You are driven to achieve goals. You are looking to make a direct impact. You want to work in a culture where your co-workers work as part of a diverse team, communicate across departments, and have a positive attitude. If we had to guess, you are innovative with great ideas, want to bring efficiencies to processes, and are looking to grow your career. Are we right? If so, let’s talk about who we are.

Who We Are

Greenphire is a leading provider of clinical payment and communication solutions. We provide software as a service (SaaS) to reduce costs, increase participant retention, and produce quantifiable results for our clients in the clinical trial industry. Our vibrant culture focuses on four key values: All In, As a Team, For a Purpose, Solving Problems.

We are a multi-year recipient of the Philadelphia Business Journal’s Best Places to Work award, and love to give shout-outs and awards to our employees. Our For A Purpose committee champions philanthropic activities throughout the year so employees can give back to our community. We have a diversity committee that focuses on breaking down barriers, recognizing that our uniqueness is what makes us so successful!

How You Will Contribute

• Monitor inquiry volumes to influence resource volumes, process improvements, and training opportunities.
• Establish strong internal relationships across team and become a subject matter expert on Greenphire’s products, services, and systems.
• Cross-departmental leadership
• Ensure timely and consistent training and communications to support awareness and knowledge across the team, including management of centralized documentation and knowledge management systems.
• Team Oversight and Monitoring
• Oversee the Quality Incident (QI) process for Operations, including ownership and timely resolution of any Site Success related incidents.
• Oversee and report on team performance metrics, including productivity, consistency, accuracy, and quality.
• Create and distribute volume and theme metrics and reports to senior management on a regular cadence.
• Drive proactive communication to both internal and external stakeholders as part of escalations handling.
• Serve as an escalation point for any issues or impactful service disruptions.
• Strategy and Process Ownership
• Represent Site Success or ensure appropriate SME related to one-time projects or strategic initiatives.
• Manage an onsite team of Site Success Leads and Site Success Coordinators responsible for ongoing support and resolution of all Site and Sponsor inquiries.
• Understand the end-to-end customer journey and proactively assess gaps, and opportunities for improvement or transformation that directly correlate to Support volume and Site/Sponsor satisfaction.
• Monitor team performance to ensure that support is delivered in accordance with established processes and Service Level Agreements (customer and/or sponsor bank).
• Ongoing development and coaching of the team including one-on-one and team meetings, to ensure customer interactions consistently meet established criteria.

For Consideration You Will Have

• At least 3 years of call / contact center experience required.
• Experience managing projects or participating as an active stakeholder or SME.
• Works autonomously.
• Excellent verbal and written communication skills.
• Strong focus on team building and development.
• Highly proficient in Microsoft Office.
• Able to develop, challenge, and improve existing practices.
• Able to consistently manage and maintain a process-controlled environment.
• 5-10 years of customer service experience required.
• At least 3 years of management experience required.
• Bachelor’s degree or equivalent work experience and/or training required.
• Highly proficient in establishing, monitoring, analyzing, and optimizing metrics and KPIs.

This is a full time position