The Customer Experience Manager 4 drives customer retention, loyalty, advocacy, growth, and community participation by creating, managing, and executing on strategies and activities related to customer community user groups and advisory councils. This position collaborates with senior leaders, cross-functional teams, and customers to maximize the voice of the customer (VoC) feedback within the organization's current customer/client base and contributes to the customer feedback process.
What you will be doing Plan, coordinate, and manage customer contact processes, ensuring participation and enrollment levels in advisory council activities.Operate as a trusted advisor on issues and trends; provide general consulting services leveraging expertise and significant best practice knowledge.Establish, facilitate, and direct a cross-functional team of internal resources to plan and participate in advisory council meetings.Collaborate with product and marketing teams to align corporate strategies with advisory councils; create framework for team to execute on.Create, promote, and advocate content across business to support customer success programs.Creates an annual plan for implementation, member recruitment, and ongoing execution of Healthcare Advisory Council activities.Lead, participate, and support customer interaction, including online and offline communities, events, advisory councils, user groups, and executive roundtables.Analyze, interpret, document, and report on customer comments and facilitate the development of specific recommendations collected during advisory council meetings.Creates, requests, and provides healthcare content that supports customer success and customer experience programs.Conduct closed loop process (inner and outer) based on customer feedback collected through solicited or unsolicited processes.Mentor, coach, train, and provide feedback to other team members; provide feedback to leadership on abilities of team.Operate as an innovative thought leader; contribute significantly to the overall growth and quality of the department through knowledge sharing and coaching on current best practices and market trends. What will make you successful Bachelor's degree or equivalent work experience8+ years of relevant experience in a customer-facing, healthcare management, or clinical role.Demonstrated deep understanding of the healthcare industry.Experience in the high-tech industry focused on business-to-business relationships or healthcare I.T. management.Experience working directly with healthcare customers or partners to solve business or healthcare challenges.Excellent communication, facilitation, and presentation skills required.Organized and experienced at successfully multi-tasking.Strong oral and written communication skills, demonstrating a professional demeanor and the ability to interact with others with discretion and tact.Demonstrated ability to establish a vision, think critically, and be creative.Ability to manage a budget and measure and report on results.Ability to form executive relationships quickly to gain trust and provide valueExcellent collaboration skills, applied successfully within team as well as with all levels of employees in other areasCapable of adapting corporate product and marketing materials to relevant, localized formats.Up to 20% travel time is required.Based on individual states’ employment laws, the following details are to comply with the relevant salary posting requirements: base salary range of $100,000-$125,000 and eligible for bonus and benefitsWhat you can expect next
Hyland Recruiters thoroughly review every application and will contact you within 1 to 2 weeks regarding next steps. Be sure to add Hyland to your contacts list and check your spam folder so you never miss a message from us!Any follow up questions? Email your Recruiter directly at Careers@Hyland.com.Benefits
401(k) Retirement Savings. Flexible Schedule. Paid Time Off. Medical, Dental, Vision. Volunteer Paid Time Off. Wellness Reimbursement. Paid Parental Leave. Sabbatical Program. Hyland House Program.
Find out more by going to https://www.hyland.com/en/resources/articles/why-work-at-hyland
Welcome to #HylandLife
Since 1991, it has been Hyland’s mission to help our employees, customers and partners exceed their potential with our industry-leading content services platform. Our employees exude a contagious energy and are passionate about what they do – whether it’s helping customers succeed, raising up their fellow Hylanders, or engaging in the communities where they live and work.
The #HylandLife hashtag encompasses our employee-centric culture. Our employees live our culture day in and day out by bringing their best self to work. Hyland supports them to do just that through career development resources, wellbeing programs and innovation practices. We thrive on diverse viewpoints and new ideas and believe that a positive, inclusive workplace is imperative to sustainable success.
As we’ve grown to a company of nearly 4,000 strong, we have the opportunity to make a significant impact on our communities. We strongly support employee initiatives and align our giving campaigns and programs to organizations that are important to them.
We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Options Apply for this job onlineApplyShareEmail this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Application FAQsSoftware Powered by iCIMS
www.icims.com