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About AvaSure LLC

Customer Escalation Manager

Job Code Number

8019278

Job Description

JOB DESCRIPTION

We are seeking…

A Customer Relations/Escalations Manager (CR/EM) who will play a key role in ensuring the de-escalation, ongoing satisfaction and resolution of AvaSure customer issues. By leading and managing the most critical customer satisfaction issues in these accounts, we take the opportunity to maintain customers and improve satisfaction. The main task is the strategic resolution of critical customer issues.

RESPONSIBILITIES

Lead internal workgroups on ad hoc projects impacting Customer Relations continuous improvement
Provide strong proactive leadership in the execution of Customer Relationship Management projects. Strong leadership characteristics must be shown to develop a trusted advisor relationship with customers.
Lead multi-disciplinary customer groups and staff utilizing best practices technical processes, and clinical support while outlining their metrics for success and provide a plan for success.
Serve as the primary point of service escalation and relationship management for identified customers including implementation and post implementation activities..
Prepare and educate customers on new features, releases and product end of life communications by initiating product information notifications.
Provide leadership on mitigating negative impact of incoming projects to the customer, system implementations, and hospital/clinical best practices.
Maintain overall accountability for customers’ satisfaction during CRT and Escalations.
Collaborate with sales team, internal stakeholders and customers to remediate open issues and ensure a successful service renewal.
Serve as member of beta site team to execute CRM activities for beta site candidate accounts.
Capture the voice of the customer, collect feedback to drive continuous improvement and share with departments as needed.
Identify possible value-added service offerings.
Mentor team members at all levels on the duties and responsibilities required to build and enhance customer relations.
Lead workgroup to build customer relations surveys as needed.

QUALIFICATIONS

BA/ BS degree Required.
Minimum 5 years relevant work experience in services delivery and project management.
Extensive experience in the health care or medical industry interacting with customer ‘C’ level management.
Excellent communication skills, including issue tracking and crisis management.
Ability to manage multiple customer escalations simultaneously.
Ability to thrive in high pressure environment and willing to provide customer support.
Working knowledge of IT implementations.
Effectively communicate technical information to non-technical audiences.
Strong presentation and relationship management skills.
Good working knowledge of MS Office and Reporting Tools.
Excellent interpersonal and written/verbal communication skills
Strong organizational and problem-solving skills
Comfortable with engaging internal and external customers in a consultative manner.
Ability to create and maintain positive customer relationships.
Strategic thinking and implementation.
Ethical.
Strong leadership and motivational skills

BENEFITS

Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
401(k) with Company Match
Paid Time Off (PTO)
Paid Holidays
Long-term Disability Insurance
Short-term Disability Insurance

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Job Summary

Organization

AvaSure LLC View Profile

Employer Website

Location

Belmont, Michigan 49306

Job Code Number

8019278

Positions Available

Expiration Date

2/6/2021

O*NET Code

43-1011.00

O*NET Occupation

First-Line Supervisors of Office and Administrative Support Workers

Pay Range

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Customer Escalation Manager

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