• Client Experience Specialist

    Location US-IN-Indianapolis
    Job ID
    2018-8517
    Category
    Customer Service
    Company Name
    TriMedx, LLC
  • Overview

    The Client Experience Specialist will support and drive process and system improvement initiatives within and on behalf of the Client Experience Center (CEC). This individual is strategically positioned in day to day operations, in order to identify areas of improvement, assist with solutions and lead change management within the department. The specialist will also represent the CEC in cross functional initiatives pertaining to internal process improvement and new and potential client support. As such, he or she must positively reflect the core values, in all interactions, by demonstrating an understanding and commitment to the TRIMEDX vision and mission.

    Responsibilities

    Manage CEC Sales Support and New Business Implementations - (70%)

    • Partner with key business units in TRIMEDX to help support business and system implementations within the CEC
    • Develop reports for success measurements when needed for various lead campaigns
    • Cross train coordinators for supporting sales and marketing initiatives
    • Partner with Marketing for lead campaigns
    • Support Sales directors in lead generation initiatives including outbound calling and client research
    • Manage CEC process for lead generation for TRIMEDX and it's companies
    • Handle incoming sales inquiries for potential clients for TRIMEDX and its companies
    • Support Implementation efforts and cross train coordinators for supporting them
    • Attend and participate in new customer on-boarding meetings
    • Advise implementation teams during customer set up and initial support processes
    • Partner with new operations leadership for service model adoption at new customer sites
    • Identify, document and escalate issues to appropriate parties during implementations

    CEC Process Ownership and Improvement - (20%)

    • Drive process completion in one or more key processes within the CEC
    • Initiate process improvements as needed
    • Assist in developing a program for evaluating CEC process change suggestions
    • Define and measure success metrics within new or existing processes
    • Manage work load and delegate when needed
    • Become a Subject Matter Expert in one or more key systems

    Miscellaneous - (10%)

    • Back-up coordinators when needed
    • Back- up CEC Program Manager when needed

    Qualifications

    Education and Work Experience

    • Associates degree in Business or related degree is highly desired; experience considered in lieu of degree
    • Must have at least 5 years of experience in customer service and/or inside sales
    • Must have at least 3 years of experience in process creation and improvement
    • Must have at least 2 years of experience using CRM products, preferably Microsoft Dynamics

    Knowledge

    • Must have demonstrated strong written, verbal and presentational communication skills
    • Must be willing to develop cross-functional leadership skills
    • Must have experience with process and procedure documentation
    • Must be willing to work a non-traditional schedule, as needed
    • Must have a strong working knowledge of Microsoft Office applications
    • Availability for travel - 10%

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