Director of Customer Experience

Location: Aurora

PartsSource | "Competitive" comp not given

Original Job Description: Director of Customer Experience

Are you a dynamic and ambitious leader seeking an extraordinary opportunity to make a significant impact in the hospital and healthcare industry? Join our organization as the Director, Customer Experience. This role will be a strategic and supportive partner to customers who leverage our best-in-class Pro Solutions to Healthcare and Hospital systems. Responsibilities include, but are not limited to, providing critical customers with a single point of contact for customer escalations; partnering with sales to ensure client retention and growth; driving innovative change and technology enhancements in line with customer feedback; closely collaborating with key stakeholders & vendors to support customer experience; managing performance against key performance indicators. The ideal candidate will be responsible for developing and executing strategies to enhance the overall customer experience, from pre-sales interactions to post-sales support. This role will focus on understanding customer needs, improving processes, and implementing initiatives that ensure seamless interactions, customer satisfaction, and loyalty.

What You’ll Do

• Function as the single point of contact for Customer Experience within critical accounts and manage all customer escalations and client communication. Facilitate client-facing meetings that focus on Customer Success COE performance and strategic plans. 
• Analyze the end-to-end customer journey, identify pain points, and implement strategies to optimize every touchpoint, ensuring a positive and consistent experience. Drive strategy to meet and exceed customer expectations for critical accounts. 
• Gather customer feedback through surveys, interviews, and data analysis. Use insights to drive improvements in products, services, and processes.
• Collaborate with sales, marketing, product development, program implementation, and customer support teams to align customer experience initiatives with overall company goals and objectives.
• Streamline internal processes to enhance efficiency and effectiveness, ensuring timely response to customer inquiries, complaints, and feedback.
• Support the development of programs for employees to enhance their customer service skills and ensure a customer-centric culture within the organization.
• Develop and analyze metrics, service levels, and customer feedback and recommend initiatives to service operations to improve performance for critical accounts; perform root cause analysis and corrective actions on time.
• Establish and communicate the vision and mission of the Pro Customer Experience to key stakeholders. Monitor industry trends and market conditions to identify opportunities for growth and improvement.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
• Foster a collaborative and inclusive work environment, promoting teamwork and innovation. 

Requirements  

Required Skills and Abilities

• Able to develop and maintain strong relationships and frequent communications with customers and sales to proactively identify customer needs, and ensure resolution, proper follow-up, and ongoing customer satisfaction.
• Must be adaptable to change, a data-driven decision maker, and can function well individually or in a team environment.
• Possesses strong attention to detail; Passionate to learn and grow professionally.
• Entrepreneurial, the ability to work in a fast-changing and sometimes ambiguous environment.
• Must be creative and highly motivated. Ability to work independently on strategic projects, while being a valuable member of the overall team.
• Must be able to lead internal and client-facing meetings involving multiple departments and be comfortable presenting ideas/solutions/information to all levels within an organization.
• Ability to see the big picture while having a clear grasp on the day-to-day, make improvements and focus on the growth of the customer relationship.
• Demonstrated ability to energize, develop, and build rapport at all levels within an organization.
• Monthly travel is required to participate in key customer business reviews and new customer training.

What You’ll Bring 

• Proven experience (minimum 7 years) in customer experience, account management, or related role within the healthcare or medical technology industry.
• Strong knowledge of healthcare operations, regulations, and industry trends.
• Demonstrated ability to develop and execute strategic plans and initiatives.
• Strong understanding of customer journey mapping, customer segmentation, and customer satisfaction measurement techniques.
• Exceptional leadership and team management skills, with a demonstrated ability to drive cross-functional collaboration.
• Excellent analytical and problem-solving abilities, with a keen attention to detail.
• Exceptional communication skills, both written and verbal.
• Proficiency in CRM software and customer experience management tools.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Who We Want to Meet

• You’re a problem solver, always seeking win-win solutions.
• You’re a change agent, gaining the trust and confidence of leadership teams to inspire transformation.
• You’re an innovator, constantly improving processes and tools to foster efficiency.
• You’re accountable. You keep your commitments, and when you stumble, you own it, learn from it, and move forward.

Join our organization and seize the opportunity to make a lasting impact in the hospital and healthcare industry. You'll have the chance to lead a high-performing team, shape sales strategies, and cultivate invaluable relationships with key stakeholders. If you are ready for an exhilarating challenge and are passionate about driving revenue growth, we invite you to apply now and embark on a career journey with us.

Diversity Statement

We are an Equal Opportunity Employer committed to building an inclusive and diverse environment where everyone’s individuality is respected, and everyone has an identity. Our commitment to inclusion across race, gender, age, religion, identity, and experience drives us forward every day.

Legal authorization to work in the U.S. is required.

No Agency or Recruiter submissions will be accepted.

Proof of Covid vaccination is required for employment eligibility. 

About PartsSource

PartsSource is the leading B2B e-commerce marketplace for US healthcare, helping healthcare providers to automate the purchasing of MedTech repair parts and services through a modern procurement experience while driving improved cost, quality, and reliability throughout the healthcare supply chain.

We are growing rapidly as providers shift their purchasing toward e-commerce and away from manual processes.  

We are uniquely positioned to address key challenges impacting mission-critical operations related to rising input costs, skill shortages, and supply chain disruptions.  Bain Capital’s 2021 investment in PartsSource further propels us to realizing our Vision: Ensure the quality, safety, and availability of mission critical assets to improve health outcomes.