Manage voice of customer insight gathering through survey administration and customer specific primary research
Facilitate internal forums to promote alignment and accountability across internal teams (e.g., SLA timelines, product performance and value, data monitoring / platform issues, etc.)
Serve as the main customer point of contact for key initiatives with a focus on solutioning, streamlining processes and working cross-functionally to ensure timely execution
Coordinate customer communication (payer and provider) on key initiatives, projects, or issues/incidents that impact service delivery
Develop an “issue resolution” playbook, promoting consistent definitions of problem types and standardizing solutioning
Ensure SLA’s are maintained via a central database, instilling best practices for monitoring and managing across the customer org
Monitor internal issue ticketing system / reporting to ensure key customer issues are being addressed in a timely manner

5+ years of experience in account management or client services role in digital health, healthcare, payer
Previous experience managing a team of direct reports
Strong track record of high client satisfaction, growth and retention
Strong verbal, written and presentation skills; ability to communicate clearly and influence internal and external stakeholders
Strong analytical skills; ability to understand data and present information accordingly
Experience working in a cross-functional capacity
Strong leadership and effective problem abilities; must be able to develop and grow relationships with executive leaders, and internal cross-functional teams

Director – Service Excellence

Key skills