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Associate Director, Customer Success

Company: SOC Telemed
Location: Boston
Posted on: January 16, 2022

Job Description:

Summary/ObjectiveThe Associate Director, Customer Success will work closely with customer executives at hospitals, health systems and similar facilities to provide valued guidance with regard to strategy, objectives and definition of future SOC platform opportunities. Essential Functions

  • Own the overall customer experience in your assigned territory and manage the customer relationship post implementation
  • Articulate service line value and facilitate resolution to customer inquires
  • Work cross-functionally with our Sales, Marketing, IT, Implementation, Operations, Clinical and Contracts Departments to drive customer initiatives within the organization
  • Perform monthly calls and bi-annual business reviews with your book of business to maintain customer health and strengthen the customer partnership
  • Directly influence our clients' experiences at the executive leadership level and as the escalation point for any satisfaction issues in the relationship
  • Grow the relationship with our customers through up-sell and cross-sell activities
  • Balance your role as a customer advocate and strong representative of SOC with some oversight and supervision
    Qualifications
    Minimum Required
    • Bachelor's Degree
    • 2-3 years of experience in a customer facing account management role within the healthcare industry or related field, or direct hospital leadership experience
      Other Required
      • Ability to apply strategic, critical and analytic thinking skills to facilitate resolution to customer issues and requests
      • Strongly comfortable with communicating with and/or presenting to any level of employee in a hospital setting (c-suite, clinical, both nurse & physicians, credentialing, quality, and IT staff)
      • Prepared to act as the subject matter expert on your clients with internal SOC stakeholders, reporting on trends, issues, and opportunities that will help us to improve product offerings and operations
      • Organized and project management oriented
      • Interested in working with current clients rather than prospecting and calling on new business
      • Successful use of CRM applications for documentation and gathering information
      • Ability to communicate information clearly using standard Microsoft applications: Outlook, Excel, Word, and PowerPoint
      • Ability to organize data to communicate during face to face, video or phone-based meetings (internally and externally)
      • Flexible and ability to travel (40%-50%) within territory & corporate offices (Monday - Friday)
      • Must be able to read, write, speak fluently and comprehend the English language
        Preferred
        • Familiar with healthcare or hospital terminology, departments and roles Additional Eligibility Requirements
          Physical Requirements--- Requires the physical abilities to lift, position, push, pull, and/or transfer materials in excess of 20 pounds. Also requires dexterity in the fingers, hands, and arms to type, write, and manipulate small technical devices.--- Requires the mental and visual ability to view and concentrate on a computer screen and small technical devices.
          AAP/EEO StatementSOC Telemed is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, marital status, national origin, disability, protected veteran status, race, religion, sex, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. SOC Telemed participates in E-Verify.

Keywords: SOC Telemed, Boston , Associate Director, Customer Success, Executive , Boston, Massachusetts

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