Manager of Customer Experience

Manager of Customer Experience PrimeView Analytics Duluth, GA Job Details Full-time $90,000 - $110,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Referral program Qualifications Computer operation Managing customer accounts Customer communication Staff supervision Teamwork Long term care experience Interpersonal skills Bachelor's degree Technical writing Managing projects Account management Editing Time management

Full Job Description Position Summary :

This position coordinates customer expectations during the implementation process by tracking all stages of the implementation from pre-sales to support. Acts as liaison between all internal work groups to ensure implementation deadlines are achieved. Essential Duties and Responsibilities Technical Oversees and tracks all stages of customer implementation for specific product or service. Conducts customer training related to features and operation of products. Ensures implementation deadlines are met; resolve scheduling issues and track personnel progress to ensure timeliness, effectiveness and customer satisfaction. Responsible for implementation life cycle, coordinating, scheduling, planning and training through project completion. Writes, designs, edits and maintains documents and training materials for assigned product. Prepares project plans, customer training agendas, and project planning details. Provides product demonstrations for potential customers, prospects. This position is responsible for resolution of all implementation problems or customer concerns, ensuring a timely and successful implementation. Operates under minimal supervision with wide latitude for independent action. Serves as pre-sales consultant to ensure an appropriate level of installation and training requirements are communicated to the customer. Reviews contract details and specific contract requirements, as related to the product(s) supported, to ensure company meets all contractual obligations during the implementation process and communicates any special requirements to internal work groups. Stays informed of project progress and identifies and minimizes potential risks. Informs appropriate internal personnel of any problems or concerns expressed by customers. Provides project management expertise and customer account representation as the implementation progresses. Perform other duties as assigned. Supervisory Supervises and coordinates day to day activities and workflow of direct reports. Provides leadership, coaching, motivation, evaluation and assistance to team members across multiple environments to ensure teamwork and high performance in the accomplishment of all projects and responsibilities. Provide ongoing coaching and counseling for improved job performance and correct deficiencies. Performs evaluation for direct reports. Participates in candidate recruiting and selection. Minimum Qualifications (Education, Experience, Skills and abilities) Bachelor's degree in business or computer science or equivalent work experience as project manager in software or technical product services. 7 to 10 years' experience in long term care setting and business environment, preferably in a large enterprise environment 5 to 7 years' experience as a project manager, software project manager, account manager etc. 5 years' experience in managing a team of Customer Experience Managers or similar roles Product Specific Knowledge and skills Working knowledge of long term care billing practices and procedures Excellent knowledge of the company's industry and business operations. Possess analytical skills and is able to resolve general technical problems and business problems Excellent writing, editing, communication and interpersonal skills required. Proficient PC skills. Possess excellent organizational and time management skills Able to handle multiple projects simultaneously Able to give and follow complex directions Possess strong interpersonal skills Able to work independently with minimal supervision Able to work effectively with co-workers, subordinates and supervisors and customers.

Pay:

$90,000.00 - $110,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Referral program Vision insurance

Work Location:

Hybrid remote in Duluth, GA 30097