Medecision

  • Senior Director, Client Experience

    Job Location US-Remote | US-TX-Dallas | US-PA-Wayne
    Job ID
    2018-1586
  • Overview

    Medecision is transforming healthcare one cool app at a time!

     

    Are you the kind of person that is motivated by the challenge of a dynamic, changing market? Can you utilize and exploit progressive systems and processes to satisfy urgent business needs? Are you a good partner with your teammates; driven to execute team and individual commitments that align with business vision? Does the idea of a high visibility and high impact role in a medium sized, growing company excite you? Are you interested in being part of a team that strives to achieve high business impact, execution excellence and has a lot of fun while we are doing it? Are you ready? We are! Join us in our journey towards liberating today’s fragmented healthcare systems to Connect Care Everywhere.

     

    Medecision is looking for a Senior Director, Client Experience, a passionate power contributor who blends a passion for growing client relationships with proven process development and execution experience. 

     

    THIS JOB MIGHT BE FOR YOU, IF…

     

    The Senior Director, Client Experience will support the assigned Major Accounts sales portfolio team in efforts to understand customer needs, design improvements, and prioritize initiatives that will create a positive customer experience. This role will foster partnership across functional groups to support the entire customer journey; specifically, to land new clients and grow and deepen relationships with existing clients.

     

    Reports to:  Market Leader & CXO

    Location(s): Remote

    Responsibilities

    YOU’RE GOOD AT

     

    Building collective solutions:

    The Senior Director, CX will lead ad hoc cross-functional teams to address collective (common to most or all) customer needs and opportunities, working within the guidelines established by the CXO. A primary responsibility is to seek out, document and translate common needs and CX requirements at critical moments along the journey that can be converted into solution recommendations that serve many customers.  This requires sufficient technical knowledge and understanding of the Medecision product portfolio, technical and analytics infrastructure, and SaaS based financial model to bring the customer need together with internal capabilities.

    Supporting individual customer and sales opportunities:

     

    The Senior Director, CX will support individual sales team members in client needs assessments, and as needed, to navigate the organization and pull the right resources together to support the sales teams in the early phases of the customer experience journey. This is while the customer is learning about Medecision as a potential option, trying out Medecision solutions and building the relationship, and finally through the renewal and buying process.  This role will partner with sales team members in translating specific customer requests, develop and leverage established communication guidelines to provide timely responses to customer via common and efficient guidelines. This includes account planning, quarterly business reviews, contract and SOW development as well as existing client escalations to achieve rapid resolutions.

     

    Integrated and Common CX Development:

    With a CX leader in each sales group, they and their teams must work together, at the direction of the CXO to establish a common process for organizational engagement. The goal will be a consistent approach to CX implementation so that everyone, across functions, learns and adopts the same “outside-in” (customer needs based) process and so that prioritization can happen across customers and prospects in a way that is meaningful and data driven.

     

    Influencing the Organization & Driving Meaningful Change:

     

    Support proactive CX design and management to solve and serve customer needs that exist broadly across the customer base and that improve the experience at the most critical moments. Partner with the sales leader to prioritize initiatives and follow through on actions to improve specific customer experiences important to closing sales and getting the relationship off on the right foot. Work with retention sales and service to improve the experiences of existing clients and increase the likelihood of a positive CSat and deeper relationships. Collaborate with Marketing to monitor and analyze the external environment to identify threats and opportunities to the customer experience model. Support your assigned sales teams and cross functional colleagues to deliver the ideal CX as it emerges.

     

    Qualifications

    YOU HAVE

     

    • MBA preferred, minimum BA/BS in business degree
    • 5+ years healthcare experience or other B2B experience with a field based sales organization
    • 3+ years ideally in direct customer roles (sales, marketing, service, consulting)
    • Customer insights experience; trained in the use of basic CX tools such as journey maps, design thinking, path to purchase, customer experience scorecards and platforms
    • Project and/or program management experience
    • Technical and/or product management experience and understanding preferred
    • Self-starter
    • Ability to influence indirectly, up, and down the organization
    • Strong interpersonal, collaboration and negotiating skills
    • Ability to lead through ambiguity and influence both tactical immediate decisions and longer-term strategies
    • Excellent oral and written communication skills

     


     

     

    OUR CULTURE DRIVES US

    It’s not all about what we do. It’s as much about how we do it. Medecision team members show up. We consistently exemplify our 6 core values of success:

    • Execution. Service – We deliver “standing ovation” service. Speed – We are Agile. Ownership— We all take ownership and responsibility for how we deliver our promises, how we spend money, who we hire, what we build and how we help one another grow.
    • Passion. We show an infectious emotional commitment to our work because what we do is important to our customers, one another and ourselves.
    • Partnership. We are all in this together, without boundaries. Our internal/external network contains the solutions we need: we’ll continuously seek them out, use them and improve them.
    • Leadership. We are Medecision’s brand. We are experts in care management, care coordination and healthcare information and technology. We lead our clients to excellent results by providing our expertise on best practices, industry trends, solutions development and innovations. We are moving in sync with an evolving industry. There is no problem we cannot solve.
    • Innovation. We are in a constant state of discovery, inventiveness, thinking outside the box, and leading others internally and externally to do the same.
    • Candor. Medecision communicates in a sincere, direct and famil­iar way. We address conflict directly and escalate issues internally and externally to address conflict with speed and partnership.

    Join us in our quest to liberate healthcare!

     

    This description has been designed to indicate the general nature and level of work performed by an employee within this position. The actual duties, responsibilities and qualifications may vary based on assignment. Medecision is an Equal Opportunity Employer (EOE) and strongly supports diversity in the workplace.

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