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VP of Customer Experience

Company: AvaSure
Location: Muskegon
Posted on: February 22, 2021

Job Description:

We recognize and respect the amount of time you are about to invest by applying to this open position. If you complete this job application, you will be kept informed via email status updates (and text messages, if you opt in) throughout the evaluation process.

By continuing with this job application, you will be asked to answer job-specific questions. Please note that the questions contained in this job posting are our sole intellectual property.

Upon receipt of your responses, we will evaluate your submission. If selected for a personal interview, you will receive an email/text with scheduling instructions.

Thank You,
The Hiring Manager

SPECIAL NOTE: If you do not receive a confirmation e-mail within minutes of your job application submission, please check your email bulk or spam folders. COMPANY DESCRIPTION We help people keep people safe. As the pioneer and expert in remote safety monitoring, AvaSure has helped the nation's leading health systems create safer environments for patients, families and caregivers. Our team is essential to this mission and each person plays an invaluable role in our continued growth and success.
AvaSure is always looking for talented, self-motivated individuals to join our team. If you think you are ready to be a part of an exciting team, then we encourage you to continue with this applicant friendly, online job application!

Equal Employment Opportunity At AvaSure we believe that different perspectives and backgrounds make us a stronger and more nimble company. We want to surround ourselves with the brightest and best for each of our positions. We are committed to equal employment opportunity. We give equal consideration to all applicants when filling positions without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, actual or perceived disability, genetic information, marital status, and/or any other status not related to an applicant's ability to perform the job duties. All employment practices will be carried out in accordance with federal, state and local laws.We will also fully comply with regulations and requirements set out by the Americans with Disabilities Act (ADA) and the ADA Amendments Act (ADAAA). We will not discriminate against applicants or other individuals with real or perceived disabilities. When needed, we will provide reasonable accommodation to otherwise qualified candidates so that they are able to perform the essential functions of the position.
JOB DESCRIPTION The Vice President of Customer Experience will lead our customer success strategy to achieve a high level of customer satisfaction, expanded product usage, achieve customer-identified goals and drive strong customer retention. This role will oversee customer facing departments including: Customer Engagement Team, Contract Management Team, Deployment Team, Project Management Team and Clinical Services. RESPONSIBILITIES

  • The VP of Customer Experience is a key member of the Operations leadership team, reporting to COO.
  • Responsible for working alongside customers to create world class AvaSure programs.
  • Drive customer experience outcomes for the business, including goals directly tied to the business revenue.
  • Ensure that the customers' business goals are identified, communicated & tracked within all customer-facing teams.
  • Define, track, and manage KPIs for customer satisfaction within each team.
  • Develop & implement strategy to increase customer satisfaction, engagement and overall success.
  • Identify opportunities for continuous improvement. Collaborate closely with stakeholders responsible for customer experience.
  • Expand adoption of additional AvaSure 360 use-cases & application offerings within existing customers.
  • Help drive significant growth in the market for both existing and new customers.
  • Grow customer advocacy by providing a positive customer experience and tracking customer feedback.
  • Design seamless customer handoff experiences from initial sale through the lifecycle of the customer feedback.
  • Analyze workflows of touch points with customers throughout their lifecycle to improve efficiency and effectiveness.
  • Identify improvements in the pace and quality of our interactions with customers.
  • Work with the Product Teams to establish and maintain customer updates and essential product communications.
  • Develop and maintain standard operating procedures for common situations and interactions amongst our customer-facing teams.
  • Set quarterly and annual goals and refine them with our COO.
  • Prepare weekly, monthly and quarterly performance reports by collecting and analyzing data.
  • Forecast, budget, and track actual performance against budgets. QUALIFICATIONS
    • 15+ years of management experience.
    • 7+ years experience being responsible for managing a team with revenue goals.
    • 7+ years of customer service with a proven track record of increased customer satisfaction.
    • Bachelor's degree or greater in business administration, marketing, technology, or related field.
    • Extensive experience of overcoming customer issues.
    • Display a creative problem-solving ability.
    • Experience creating and maintaining a strong relationship with product development stakeholders to improve the overall customer communication.
    • Extensive experience with best practices in general management functions (hiring, performance reviews, one-on-one's, etc.).
    • Data driven; extremely comfortable in data analysis and evaluation of performance metrics.
    • Well-versed in building a streamlined and effective CS organization.
    • Work and thrive in a remote team environment.
    • Experience presenting materials for leadership, customers, and other audiences.
    • Experience building, driving, and maintaining a high performing team.
    • An enthusiastic, self-motivated, creative, problem-solving, customer focused, relationship builder and highly responsive leader.

Keywords: AvaSure, Grand Rapids , VP of Customer Experience, Executive , Muskegon, Michigan

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