The Manager, Customer Experience, is responsible for ensuring proactive, high-touch service from implementation through the life of the partnership for all of Safecor Health’s customer. This role leads Safecor Health’s customer-facing support team and will leverage data, discipline of process, and consistent and proactive communication to evolve and transform the organization’s approach to its customer support experience.
The Manager, Customer Experience, will also develop processes and procedures, manage and maintain the customer portal, lead key projects, manage and maintain accurate customer data, and resolve escalated customer needs.
Responsibilities
- Manages and supports the Customer Experience team.
- Monitors customer portal inquiries and ensures timely response and acts as the point person for escalated customer concerns.
- Drives proactive and well-documented communications for all customer interactions.
- Partners across the organization on key projects regarding customer experience.
- Monitors and drives KPIs to ensure an outstanding customer experience.
- Communicates and support new services as they are introduced to customers.
- Works with the Operations team to determine lead times and order prioritization.
- Ensures that all customer data is loaded, monitored, and maintained within various databases, including packaging modes, data label requirements, and customer preferences.
- Supports all other functions and business goals as needed to meet company objectives.
- Acts as a strategic cross-functional partner, collaborating with Operations, Sales, IT, Quality, Regulatory, Finance, and other business functions to improve processes, resolve complex customer issues, and ensure exceptional customer experience.
- Balances customer expectations with operational capabilities and business priorities to support sustainable growth and long-term customer success.
Qualifications
EDUCATION & EXPERIENCE
- High School Degree/GED required. Bachelor’s degree in business-related discipline is highly desirable.
- Minimum of 5 -7 years customer service, customer support, inside sales, or account management in a high-touch customer model required.
- Experience with CRM and ERP systems required.
- Experience developing Customer Experience processes and teams to support scalability.
Knowledge, Skills & Abilities
- Experience managing a customer service team in a growth environment while providing real-time feedback and coaching.
- Able to deliver a consistent and positive customer experience by building positive relationships and providing excellent communication through all customer channels (phone, email, CRM, etc.).
- Demonstrated ability to provide clear, concise, and positive communications to all internal and external customers on expectations, timelines, and issue resolutions.
- Strong proficiency with phone system navigation and full Microsoft 365 Suite (Word, Excel, Outlook, Notes, Teams).
- Ability to effectively multi-task, react to a variety of customer needs, reprioritize when needed, and move the business forward through challenges.
- Understanding of hospital pharmacy operations and how repackaging and barcoding services integrate into the customer operations and supply chain to their specific needs and business requirements.
- Understanding of drug descriptions and National Drug Code (NDC) number configurations
- Strong business acumen with the ability to understand operational workflows, commercial priorities, financial impacts, and technology solutions while making sound business decisions.
- Demonstrated success working in a highly cross-functional environment, building partnerships across Operations, Sales, IT, Quality, Regulatory, and other departments to achieve shared business objectives.
COMPETENCIES
- Strong, positive communicator (verbal and written) and collaborator. Able to develop and maintain positive relationships with customers, employees, officials, and other stakeholders.
- Learns and adapts with the organization.
- Creates an inclusive environment where feedback, ideas, and perspectives are welcomed and encouraged.
- Demonstrates strong emotional intelligence and self-awareness.
- Shows accountability for actions and decisions and accepts responsibility for results.
- Influences others towards solutions, including customers, through a keen understanding of needs, challenges, and desired outcomes.
- Persuasive verbal abilities/skills to influence and enable customers to be active participants in the implementation process.
- Is solutions-oriented, while balancing organizational and customer needs.
- Demonstrates a strong bias for action in their daily work and strives for excellence.
- Monitors and drive appropriate KPIs to ensure an outstanding customer experience
- Detail oriented, ability to manage multiple projects simultaneously.
