Huron Consulting Group
2 days ago
Customer Experience Senior, Healthcare Software Group - Remote 4 Locations
$65k - $106kHuron Consulting Group
Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We help healthcare organizations build innovation capabilities and accelerate key growth initiatives, enabling organizations to own the future, instead of being disrupted by it. Together, we empower clients to create sustainable growth, optimize internal processes and deliver better consumer outcomes.
Health systems, hospitals and medical clinics are under immense pressure to improve clinical outcomes and reduce the cost of providing patient care. Investing in new partnerships, clinical services and technology is not enough to create meaningful and substantive change. To succeed long-term, healthcare organizations must empower leaders, clinicians, employees, affiliates and communities to build cultures that foster innovation to achieve the best outcomes for patients.
Joining the Huron team means you’ll help our clients evolve and adapt to the rapidly changing healthcare environment and optimize existing business operations, improve clinical outcomes, create a more consumer-centric healthcare experience, and drive physician, patient and employee engagement across the enterprise.
Join our team as the expert you are now and create your future.
Responsibilities of a Customer Experience Associate include the following:
•Acquires and acts strategically on knowledge of account business objectives, goals, culture, decision-maker concerns, market and needs in order to deliver appropriate client-focused product solutions.
•Contributes to and executes strategic customer experience plan.
•Proven ability to listen, determine requirements and implement efficient solutions.
•Active team member and product representative during development agile sessions.
•Train and support clients and users via telephone, webinar and in person.
•Performance driven, motivated with a focused attitude even while working independently.
•Manages contract details and ensures service level agreements are met or exceeded.
•Prepares renewal forecast with both qualitative and quantitative data.
•Collaborates and supports entire team through reporting, data analysis, documentation creation and general client support.
•Able to perform in an autonomous environment while also ensuring team/company goals are met.
•Plans, organizes and implements special projects and events.
•Completes other administrative tasks, such as travel and entertainment reporting or similar, in a timely manner.
•Performs responsibilities in a professional manner, meeting Hurons Leadership Principles.
•Performs other related duties incidental to the work described herein
You will be part of a dynamic team focused not only on the needs of the client, but also on offering you opportunities that align with your interests. We want to support you as you pursue your professional development objectives.
We pride ourselves on our inclusive company culture and the quality of talent within our organization. The variety of backgrounds on our teams are what make our solutions successful and pushes our employees to be creative and innovative in their approach. You will work with an incredibly bright, diverse, and talented group of people. We hold ourselves to the highest standards of professionalism in order to meet the high expectations of both our clients and ourselves. At Huron you will make a positive difference and achieve your potential.
Customer Experience Associates must be organized, detail-oriented and possess rapid response follow-up and problem-solving skills to satisfy customer’s needs in a high-volume work environment.
Required:
U.S. work authorization is required.
Bachelor’s Degree in Business, Marketing, Communications or related field.
A minimum of 3-5 years of professional work experience required.
Outgoing and positive personality, especially during challenging user experiences and/or system disruptions.
Ability to be performance driven, motivated with a focused attitude even while working independently.
Proven ability to listen, determine requirements and implement efficient solutions.
Excellent communication skills both verbally, written and in person.
Well-versed at data manipulation and analysis for reporting, trend identification, and issue resolutions.
Ability to navigate, propose solutions and solve problems in grey areas between people, process and technology.
Creative and motivated: able to think strategically and successfully position solutions.
Strong organizational skills with emphasis on service detail and prompt follow up.
Willingness and ability to travel annually on a 0- 20% basis; work extended hours as necessary.
Position can be Full Time Remote.
Preferred:
Able to multi-task in a fast-paced environment.
Experience with education and training; Experience creating and implementing training curriculum preferred
Experience presenting to key stakeholders/Executives
Experience working/supporting 20+ clients at the same time
Experience onboarding/implementing a new client/partner
Previous Customer Success/Service experience preferred
Hospital or healthcare experience preferred. Consulting experience strongly preferred.
Experience with Salesforce.com
Experience with Product Board
Experience with Azure
Experience with Tableau or QuickSights
Previous experience testing platforms in UAT or test environments
Quick learner
The estimated base salary range for this job is $65,000 - $90,000 USD. The range represents a good faith estimate of the range that Huron reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. This job is also eligible to participate in Huron’s annual incentive compensation program, which reflects Huron’s pay for performance philosophy. Inclusive of annual incentive compensation opportunity, the total estimated compensation range for this job is $72,800 - $106,200 USD. The job is also eligible to participate in Huron’s benefit plans which include medical, dental and vision coverage and other wellness programs. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.