Manager of Customer Experience

Chicago, IL (Hybrid)

The American Medical Association (AMA) is the nation's largest professional Association of physicians and a non-profit organization. We are a unifying voice and powerful ally for America's physicians, the patients they care for, and the promise of a healthier nation. To be part of the AMA is to be part of our Mission to promote the art and science of medicine and the betterment of public health.

We continuously work to embed equity in our internal practices and are committed to increasing the diversity of our staff across all levels of the organization. We intentionally work to create the right conditions to enable our employees to feel that they can be their authentic selves and fully participate in the life of the enterprise.

We encourage and support professional development for our employees, and we are dedicated to social responsibility. We invite you to learn more about us and we look forward to getting to know you.

We have an opportunity at our corporate offices in Chicago for a Manager of Customer Experience on our Health Solutions team. This is a hybrid position reporting into our Chicago, IL office, requiring 2 days a week in the office.

As a Manager of Customer Experience , you will manages the design, implementation and optimization of customer experience programs and initiatives that ensure best-in-class customer experience for the VeriCre and GUIDES product lines. Directs activities to research best practices, establish metrics, and collect and analyze customer data and feedback. Focuses on customer satisfaction to ensure customer satisfaction, loyalty, and retention.

RESPONSIBILITIES:

Onboarding, Satisfaction, Loyalty & Retention of Customers

• Research, develop, implement, and enforce company best practices for customer experience processes procedures, policies, and standards to optimize interaction between the company and customers.
• Monitor a variety of mediums including surveys, in-person and virtual client meetings, and email feedback to evaluate how our products meet our customers' requirements.
• Monitor all avenues in which customers interact with the company including and outside of traditional direct customer-facing services.
• In collaboration with marketing and HS operations, review touchpoints and analyze feedback to understand customer experience.
• Create and document workflows for scaling our customer experience.
• Ensure the necessary resources, training, and tools are available for successful onboarding of customers.
• Ensure effective on-boarding of new customer relationships.
• Build and maintain key relationships, leading to new/upsell and recurring revenue.
• Interface with customers on a regular basis to ensure customer satisfaction.
• Collaborate with the sales and product teams regularly to ensure exceptional service and mutual goal attainment.

Staff Management

• Guide and direct the team activities to ensure support reflects positively on the brand.
• Ensure the necessary resources, training, and tools are available for delivery of high-quality service and customer experience.
• Provide ongoing training and education for team members including the AMA USC
• Lead team meetings to review KPI's.
• Responsible for continuous improvement across customer satisfaction.
• Work closely with Account Management/Sales, HSG Finance team and AMA Finance to ensure agreement terms are met.

May include other responsibilities as assigned

REQUIREMENTS:

1. Bachelor's degree required, preferably in health-related field or business.

2. 7+ years of total business experience required.

3. 3+ years in healthcare services, content and/or technology required.

4. Experience with GUIDES to Physical Impairment and/or credentialing data is preferred.

5. Strong writing, presentation, persuasion and negotiation skills and detail-oriented mindset.

6. Demonstrated ability to initiate, negotiate and close sales with accounts of all sizes and maintain relationships at all levels.

7. Excellent business management skills.

8. Excellent multi-tasking, strategic planning, and organization skills.

9. Demonstrated ability to display and thrive in a culture of excellence and accountability.

10. Proficient in MS Office products and SFDC.

11. Some travel required.

The American Medical Association is located at 330 N. Wabash Avenue, Chicago, IL 60611 and is convenient to all public transportation in Chicago.

We are an equal opportunity employer, committed to diversity in our workforce. All qualified applicants will receive consideration for employment. As an EOE/AA employer, the American Medical Association will not discriminate in its employment practices due to an applicant's race, color, religion, sex, age, national origin, sexual orientation, gender identity and veteran or disability status.

THE AMA IS COMMITTED TO IMPROVING THE HEALTH OF THE NATION