Summary

The NBOME is seeking an Associate Director of Client Services (ADCS) is accountable for ensuring the delivery of a seamless client experience across all stages and touchpoints in NBOME clients’ journey. In this role, the ADCS will be responsible for creating, managing and executing the client experience and driving higher client satisfaction, engagement, retention and new business growth. This position reports directly to the VP for Strategy and Quality Initiatives and is also responsible for direct supervision of client services management and other staff members as assigned.

Key Responsibilities:

• Manage, coordinate and communicate with client-facing, product and technology teams across the organization, managing information and activities in a centralized system. Ensure client facing teams and all other business functions communicate effectively working in collaboration to consistently deliver upon strategic goals and client centered objectives. Recommend, implement and manage tools and technologies to deliver, measure, and improve customer experience.
• Collaborate with a cross functional team to develop the overall client experience strategy for customers throughout various lifecycle stages throughout the organization. Develop and map streamlined customer journey across all products, services and brands. Build strong relationships with key stakeholders and communicate a compelling vision of the future of customer experience and service.
• Establish and implement the NBOME client-facing technology, data and analytics needed to provide a 360-degree view of the customer experience and capabilities needed to meet current and future needs. Develop and implement an analytics framework to routinely measure customer experience KPIs, customer feedback and success metrics.
• Create a culture of problem solving, strategic thinking and customer-focused orientation amongst the various team members in all areas that support the customer experience. Reduce system silos and gaps to improve customer experience outcomes. Identify opportunities of process improvement to benefit overall business outcomes from investments in customer experience.

Qualifications include:

• A Bachelor’s degree or equivalent work experience, Master’s preferred.
• Demonstrated understanding of emerging customer experience/interaction channels and technology including customer support technologies, CRM, chat, etc. and a demonstrated strategic ability to plan, execute and achieve performance metrics with regular and agile goal setting. Proficient in Microsoft Applications (Word, Excel and PowerPoint), CRM, customer support system.
• 5 years in customer experience (minimum 2 years of direct supervision) with a focus on customer onboarding, retention improvements, customer journey mapping and management, process improvement or strategy where the primary function is to improve, track, measure or influence consumer and/or customer engagement.
• Experience recommending and implementing creative solutions to drive increases in customer satisfaction, engagement and retention, and demonstrated problem-solving and negotiation skills in a fast-paced environment
• Experience with and understanding of the physician journey from undergraduate medical education through graduate medical education and into practice preferred.
• Strong interpersonal skills, verbal and written communication and presentation skills to create cross-functional collaboration.