Customer Experience Manager

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At PatientPop, we believe healthcare providers should focus their attention on delivering quality care to patients. That's why we devised a solution that allows providers to build a thriving practice, without being tied down by the burdens of business growth.

We've helped thousands of providers since our founding in 2014. Along the way, we cultivated an incredible work environment — one of the best, according to Great Place to Work.

Our dedicated team brings a blend of experiences that drives innovation and customer success. Our development-focused culture allows employees to thrive personally and professionally. And our bustling (dog-friendly!) offices are in an enviable location: just two blocks from the beach and around the corner from 3rd Street Promenade.

Now, we want you to be a part of it all.

How you will contribute:

The Customer Experience Manager is responsible for managing cancellation requests across various stages of the customer journey with the overall goal of reducing cancellations and increasing the customer’s lifetime value. 

On a daily basis you will be speaking with customers about the issues they are experiencing with PatientPop, actively listening and addressing their concerns with clear explanations, and working with them to develop appropriate solutions to get them back on track. 

During your calls you will also be gathering detailed feedback directly from the customer that will eventually be analyzed and shared with the company to help improve the overall customer experience.

The ideal candidate is someone who excels in a team environment and thrives in high pressure situations. 

Skills you’ll bring:

Required:

  • Minimum of 2 years in a direct customer facing role
  • Active listener
  • High customer empathy
  • Strong phone presence
  • Ability to develop solutions to problems under pressure
  • Ability to and confidence when speaking with upset customers
  • Strong understanding of how the web and search engines work
  • Strong understanding of social and paid advertising channels.
  • General understanding of local business marketing 

Nice to have:

  • 1+ year preventing customer churn
  • 1+ Year in a Customer Success Manager Role
  • Experience with Salesforce, Slack, and Google Suite

Why you're important to us:

With unsatisfied customers, you are the last line of defense in proving our value and retaining customers. You will work with various internal teams to manage cancellation requests and ensure timely resolution. You will document detailed customer feedback regarding cancellation reasons and retention tactics and will update and manage retention data in Salesforce. As we continue to scale and increase our customer base, you will help develop training to coach our Implementation and Customer Success teams on best practices regarding retention.

In your first 90 days you will:

Your first 90 days on the Customer Experience team will be dedicated to understanding the role and working ramping up to hit core metrics. You will learn how to manage a retention case and analyze an account status in SF. You will conduct retention calls and close retention cases. You will document retention notes, submit billing cases, and perfect your pitch. As you close in on your first 90 days, you will achieve your targeted save rate, case closure rate and develop best practices for documenting customer feedback.


PatientPop has one simple mission: to help healthcare practices thrive. We do this by giving providers everything they need attract and recall patients to continuously grow their practices.

Our solution is the first complete cloud-based platform that's HIPAA-compliant and proven to accelerate new patient acquisition, while also eliminating the need for dedicated marketing resources. With PatientPop, providers can attract more patients, manage online reputation, modernize the patient experience, and automate the front office — all without sacrificing quality patient care. Learn more at patientpop.com


We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws , including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. 

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Location

A block from Ocean Ave., the beach, tons of restaurants and Third Street Promenade: eat, sunbathe, shop -- or do all three -- on your break.

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