Director of Client Services

4 weeks ago

Chennai India athenahealth Full time

Job Description

We are looking for a Director Client Services to join our Customer Care team within our Customer Success division. Your job will be to execute on the Customer Care strategy by driving accountability through KPIs for customers as well as agent level, partner with peers to drive standardized training and QA, and partner with CX Transformation leader to execute the reimagined E2E processes across ops.

But enough about us, let's talk about you.

You are highly skilled professional with a depth of industry knowledge. You have well-developed inspirational leadership skills and extensive experience partnering with stakeholders to drive strategic initiatives and team execution. You excel at using data, process, and effective communication to influence outcomes and ensure accountability for yourself, your stakeholders, and your team. Your interpersonal skills and ability to influence others helps you to drive vision, team performance, customer impact and business metrics. You are self-motivated and able to creatively solve for business challenges and opportunities autonomously, even when clear next steps are not obvious.

The Team:

Our Chennai based Customer Care team supports customers by addressing issues across our suite of products via multiple channels available to them (including but not limited to call, case, and chat). This includes singular inbound/outbound interactions as well as multi-case engagements. This role will report directly to the Executive Director of Client Services.

Job Responsibilities

- Support direct reports to manage day-to-day operations and performance of the team
- Support Customer Care organization in achieving shared goals
- Drive CI/Process Improvement programs that reduce intake volume and drive proactive reporting/self-service in partnership with Director of Processes and Projects.
- Partner with Director of Omnichannels to deploy appropriate self-service programs and enhancements and track volume and reason-codes

Typical Qualifications

- 10+ years of experience in customer issue resolution
- 2-5 years in managing in Omnichannel environment (voice, chat, web)
- Deep understanding of contact center technologies and Workforce Management
- Salesforce experience preferred

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