Director – Service Excellence
Evolent
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Manage voice of customer insight gathering through survey administration and customer specific primary research
- Facilitate internal forums to promote alignment and accountability across internal teams (e.g., SLA timelines, product performance and value, data monitoring / platform issues, etc.)
- Serve as the main customer point of contact for key initiatives with a focus on solutioning, streamlining processes and working cross-functionally to ensure timely execution
- Coordinate customer communication (payer and provider) on key initiatives, projects, or issues/incidents that impact service delivery
- Develop an “issue resolution” playbook, promoting consistent definitions of problem types and standardizing solutioning
- Ensure SLA’s are maintained via a central database, instilling best practices for monitoring and managing across the customer org
- Monitor internal issue ticketing system / reporting to ensure key customer issues are being addressed in a timely manner
Requirements
- 5+ years of experience in account management or client services role in digital health, healthcare, payer
- Previous experience managing a team of direct reports
- Strong track record of high client satisfaction, growth and retention
- Strong verbal, written and presentation skills; ability to communicate clearly and influence internal and external stakeholders
- Strong analytical skills; ability to understand data and present information accordingly
- Experience working in a cross-functional capacity
- Strong leadership and effective problem abilities; must be able to develop and grow relationships with executive leaders, and internal cross-functional teams
Benefits
- Comprehensive benefits (including health insurance benefits)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
issue resolutiondata monitoringsurvey administrationcustomer researchSLA managementticketing system managementproblem solvinganalytical skillspresentation skillscommunication skills
Soft skills
leadershipclient satisfactionrelationship buildinginfluencing stakeholderscross-functional collaborationteam managementaccountabilityorganizational skillsproblem-solving abilitiesverbal communication