Key Account Executive, Healthcare
Staples Promotional Products
SFDC
Salary
💰 $87,400 - $116,500 per year
Job Level
JuniorMid-Level
Tech Stack
SFDC
About the role
- Management and supervision of staff to ensure they are meeting the goals of the department and organization
- Interact with various stakeholders regarding customer service activity for implementing, prospective, and current customers across all applications
- Preparation, submission, and maintenance of customer service level reporting
- Development of process improvements to ensure cases are handled in a timely manner by Customer Care team members
- Interact with strategic partners and direct customers to elicit feedback to improve the overall customer service experience or application experience
- Manage and update all workflows and process flows within the case management module within Salesforce.com (SFDC)
- Management and oversight of internal customer service policies and procedures
- Oversee team activities including research, follow up, and resolution related to virtual card and/or bank-transmitted (ACH) payment file issues; user setup and training; ongoing customer support; timely submission of control totals; weekly review of open customer service cases
- Virtual Card Reconciliation oversight (auto matching, manual matching) and monthly review of Virtual Card Reconciliation Reports and open items
- Participation in routine testing and production migrations for supported applications
- Management of the case management module within Salesforce.com (SFDC) as it relates to customer service activities, including reporting
- Participation and/or reporting for provider quarterly reviews as it pertains to support related activities
- Participate in defining Customer Care roles and responsibilities to meet strategic ePay initiatives
- Maintain positive provider and supplier relationships
- Provide timely and consistent communication to GHX Leadership as to the status of all customer service issues and any support or assistance needed to achieve the desired result
Requirements
- BA or BS with an emphasis in Accounting or Finance
- Minimum 2 years’ experience in a financial environment (healthcare preferred)
- Minimum 2 years’ experience in a team-oriented supervisor/manager role focusing on project management, customer success, training, and/or customer service
- Proven ability to lead and mentor teams, with strong facilitation and collaboration skills
- Strong Initiative
- Excellent time management skills
- Strong interpersonal skills
- Critical thinking skills
- Effective oral / written communication
- Working understanding of office applications (e.g. MS Office / Excel/Access)
