Customer Engagement Manager at The Joint Commission in Villa Park, IL
Overview Supports the Center for Transforming Healthcare's activities associated with helping customers embed high reliability practices through leadership commitment to zero harm, strengthening organization-wide safety culture, and establishing and sustaining a robust process improvement culture. Manages various aspects of customer engagements, including scheduling, logistics, follow up, follow through and building working relationships with key engagement stakeholders. Manages customer service inquiries related to Center products and services. Participates in materials development and manages production and dissemination of engagement materials. Responsibilities Supports the AD of Strategic Customer Engagement in tracking engagement deliverables and ensures that these match contract and customer expectations for multiple engagements. Responsible for creating and maintaining important relationships with customers, both potential and existing. Consistently provides excellent customer service and support. Manages customer inquiries from webpage, email, and phone. Promptly provides response to customer or triages inquiry to appropriate internal stakeholder. Identifies customer complaints and documents them in the database, along with resolution approach. Participates in development and production of training and education materials for onsite and virtual classes. Is responsible for quality control and dissemination. Manages Continuing Education (CE) credits offered. Leads organization of evaluation activities mid- and post-engagement. Compiles findings, and shares results. Is responsible for follow-up. Conducts quantitative and qualitative research, performs literature reviews, and evaluates trends to assist in customer engagement activities. Conducts research of potential customer prior to responding to RFP bid and presents information to RFP Core Team. Supports AD of Strategic Customer Engagement in the development of customer proposals. Other duties as assigned. Qualifications Bachelor of Arts/Science in Business, Marketing, Organizational Development (Master's Preferred). Ability to manage multiple customer engagements simultaneously. Change Leader Certification (or willingness to commit to Change Leader training as a condition of employment). Green Belt certification is a plus. Excellent written and oral communications skills, especially in communicating business and technical information with all levels within an organization. Three to five years experience in project and/or engagement management. (Required) Data management and analysis, and report preparation preferred. Knowledge of the health care environment desirable. Excellent organizational skills and attention to detail. Prior experience in a business environment including:
Customer-facing and customer service roles Microsoft Office Suite including high level proficiency with Word, PowerPoint, Excel. Materials development Familiar with Salesforce
Salary Range:
$80K -- $100K
Minimum Qualification
Marketing Research & AnalysisEstimated Salary: $20 to $28 per hour based on qualifications.
Customer-facing and customer service roles Microsoft Office Suite including high level proficiency with Word, PowerPoint, Excel. Materials development Familiar with Salesforce
Salary Range:
$80K -- $100K
Minimum Qualification
Marketing Research & AnalysisEstimated Salary: $20 to $28 per hour based on qualifications.
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