Champs Group - Customer Relation Manager - Diagnostic

Customer Relation Manager - Diagnostic

- Develop & implement strategic plans to drive monthly business revenue goals. (KPI)

- Lead the CRM team to drive top-line revenue.

- Manage both Product and customer experience system to own the end to end CRM solution.

- Partner closely with business leaders, and Ops teams to grow the Diagnostic market segment via strategic improvements to CRM.

- Ensure smooth customer/patient experience journey and set improvement processes by analyzing root-cause, process gaps and correction/prevention.

- Own the lead management channel across all sources and build systems to optimize it.

- Own accountability for Quality Assurance and Customer Experience team outcomes and metrics.

- Plan, launch, and land future proof quality processes, frameworks, and measures, and report outcomes. Track and scale successes, root-cause problems in design/execution, and ensure business impacts.

- Ensuring timely execution of all initiatives/projects and prepare timely MIS reports.

- Streamline existing process and increase efficiency by bringing in new initiatives.

- Utilize stakeholder management to lead agendas in a matrixed, cross-functional environment.

- Think critically & initiate automation/machine learning regarding quality and customer experience. Deliver efficiencies and quality outcomes.

- Drive standardization across delivery regions on processes and methods to ensure consistency in experiences and key performance indicator (KPI) delivery

BASIC QUALIFICATIONS :

- 6+ years of product/program management

- 4+ years of experience managing teams

- 2+ years of Salesforce experience or equivalent CRM technologies.

PREFERRED QUALIFICATIONS :

- MBA Degree

- Experience owning roadmap strategy and definition

- Experience with Revenue Operations or Sales