Fully accountable for leading all customer support services for the RQI Partners organization. This includes ensuring successful implementation of customer technical advice and successful program implementations. Customer support and assistance in the post implementation activities to ensure maximum effectiveness and impact. The role requires ensuring maximum customer satisfaction, with the maximum operational efficiency.
Areas of Responsibility:
Accountable for:
- Leadership . Providing overarching management and strong strategic and tactical leadership for technical program implementation, customer support operations and services execution and delivery. Also accountable for being a key participant in the Company management team.
- Program Implementation – ensuring the success of all program implementation activities and customer upgrades, which may include coordination of technical assistance and educational support services
- Customer Support – providing excellence in customer service for first line, help desk and specialist support organizations measured by customer satisfaction and impact.
- Process Efficiency – ensuring that the programs implemented by the company are undertaken and supported in an effective and efficient manner, and manage process improvement tasks to improve productivity
- Customer Systems – program ownership and sustainment of all relevant customer operations systems, including Salesforce and other customer support functions.
- Logistics and Equipment support – ensuring that all appropriate equipment is available on time and maintained in the field.
Leadership
- Provide input and direction for the Company by playing a key role in the Management Team.
- Leading the facilitation of new strategic approaches to for development of Programs and Services.
- Coaching and mentoring team members to optimize team member effectiveness.
- Strategic management and implementation for the customer operations function.
- Collaboration with personnel across RQI Partner functions and with key managers in the parent organizations.
Program Implementation
- Development and execution of all operational processes needed to fulfill program deliverables
- Design and management of roles and responsibilities for all customer support team personnel
- Ensure the satisfaction of customers with the implementation process
- Maximum cost efficiency in the implementation processes.
Customer Support
- Ensure expert customer support services including customer service, help desk and technical support.
- Ensure high quality technical support responses to customers, with speed of support that meets customer expectations.
- Leverage support from other RQI Partner functions and those of the parent organizations
- Ensure all customer equipment is fully operational and up to date, including management of inventory and swap out pool.
Process Efficiency
- Ensure effective logistical operations
- Assessing and reporting the execution of programs and making recommendations for improvements
- Lead program implementation process improvement projects.
- Report on all customer operations key performance metrics, suggest improvements and execute through effective implementation
Customer Information Systems
- Management of sustainment and improvement of key customer information systems, including Salesforce.
- Make suggestions regarding additional systems and support mechanisms to ensure customer satisfaction and sales team efficiency.
Educational Background:
Undergraduate degree in a related field is required
Skills/Experience:
- 10+ years of developing, leading and retainingteams in a Services or Operations group
- Healthcare industry experience is preferred
- Proven track record of effectively handling complex projects, to meet the needs of customers.
- Effective verbal, written and interpersonal communication skills, both internally and externally.
- EOE Minorities/Females/Protected Veterans/Persons with Disabilities
Job Function:
Organization Info
Listing Stats
Post Date:
Aug 21 2018
Active Until:
Sep 21 2018
Hiring Organization:
American Heart Association | American Stroke Association
industry:
Nonprofit