CUSTOMER EXPERIENCE OPERATIONS LEADER

A high growth healthcare technology company that enables better care everywhere by providing the single source of truth for identity to organizations across the care continuum. Over 80 of the most respected brands in healthcare rely on the next generation cloud identity resolution platform for a complete and trusted 360degree view of their patients, provider networks, and customers in their communities. With significant market momentum building towards digital health transformation, the company is experiencing hyper customer and revenue growth, doubling in last 15 months alone and growing over 50 annually over the last 3 years. More importantly, the company celebrates 99 customer retention, exemplifying the fact that customer obsession is at the center of our growth story.


Responsibilities include developing, deploying, and enforcing the best practices, procedures, and tools necessary to ensure consistency, quality, and maximum efficiency of Customer Experience CX organization to scale.

Deliver innovative methods to enhance the customer experience, drive out friction from our teams engagements with customer, and ensuring operational efficiencies.
Own the operating dashboards of the Customer Experience organization and drive standardization of key metrics and KPIs across each business segment operations support, professional services, customer success management to ensure consistency of performance management.
Accountable for the operation, management, leadership, and development of the customer facing team Support, Professional Services, Customer Success
Serve as a key business partner to Customer Experience leadership and regularly participate in leadership staff meetings to ensure customer experience teams operation is aligned to changing business needs.
Generate proactive analysis that leads to the identification of process automation and performance improvement opportunities and play lead role in driving the crossfunctional execution of the resulting initiatives.
Manage routine maintenance requests related to existing business reporting needs.
design, implement and manage high quality and accurate operating metrics, systems design including forecasting, planning, and budgeting, skills certification, and career development processes from Quote to Cash.
own and manage CX segment bookings, utilization, revenue, margin forecasts and reporting of actuals.
Support CX leadership with factbased metrics to support planning and
budgeting processes.
Ready to roll up sleeves and ensure execution roadblocks are removed for timely deliveries
As operations CX SME, conducts training sessions to educate resources on CX functions, reporting and tools available to and required of them.
Regularly partner with Finance to ensure consistent and accurate business planning and forecasting
Interlocks with the AllIn one Verato team refining and executing playbooks as our organization, sales operations, products, technologies, and customers evolve and grow.


Requirements

5 years of experience working in operations role for Customer Success, Professional Services
A detailed knowledge of processes and experience executing more complex operations, as well as an ability to recognize new ways of navigating complex processes for future improvement.
Expertise in administration of salesforce, gainsight, referenceEdge, learning management systemLMS, and professional services automation tools
Expertise advising Success teams Experience in B2B SaaS a plus
Strong operational management, project management, consulting, and process improvement skills
Strong communication and presentation skills with ability to work with senior leadership
Demonstrated management experience in an enterprise software environment preferably SaaS
Demonstrated ability and experience in customerfacing positions professional services, consulting, management
Demonstrated ability to manage ambiguity and apply problemsolving skills to unique situations.
Demonstrated experience succeeding in a fastpaced environment and managing multiple projects simultaneously.
Highly skilled in utilizing and analyzing data to drive decision making comfortable using Excel to build models, identify insights and create impactful reporting
Strong attention to detail and focus This work will be used at the highest levels of decisionmaking
Demonstrated success with crossfunctional coordination, including planning, execution tracking, decision making, and KPI management
A mindset and attitude of relentless simplification and driving continuous operational improvement
Empathy You approach all peers, partners customers with kindness and
consideration
Challenge the status quo with the goal of bringing in new innovative ideas and improving upon programs and processes
Experience managing a diverse and remote team, including recruiting, training, staffing, and performance management
Preferred experience in the planning and implementation of healthcare software ideally EHR or Master Data Management MDM or Enterprise Master Person Index EMPI
Demonstrated expertise supporting the sales of professional services, including developing statements of work, pricing, and largescale proposal development including but not limited to RFI, RFQ and RFPs
A selfstarter with strong problem solving skills and work ethic


We offers a comprehensive compensation package that includes stock options, yearend bonus, extra vacation time, and other benefits that go well beyond the standard.



Bolsa de trabajo México ofrecemos puesto de Customer Experience Operations Leader para el sector de Atencion a clientes en la empresa ENTREHUMANOS de Mérida. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Tiempo Completo.